Professional Services - USA

Solace Corporation; Northern (KY); Remote; USD 120,000 - 170,000; Full time

Job summary

Solace is seeking a Service Owner for Advanced Services to manage a portfolio of high-demand customers. You will own the customer experience, maintain the technical relationship, and drive outcome-focused reporting and problem resolution across engineering, product, and care teams.

You will lead onboarding, monitor health and capacity, and ensure steady state for deployments while aligning with customer business goals. This role is remote across the Americas, with light travel as needed.

Qualifications

• 5+ years in professional services, technical consulting, managed services or enterprise infrastructure operations, in a customer facing role
• Hands-on experience with event-driven architecture, messaging middleware or distributed systems (Solace, Kafka, IBM MQ, TIBCO, RabbitMQ or similar)
• Strong troubleshooting instincts across the application, middleware, network and cloud layers, plus the discipline to write down what you found
• Experience with monitoring and observability tooling
• Scripting and automation ability, Python preferred
• Working knowledge of Kubernetes, containerized deployments and at least one of AWS, Azure or GCP
• Excellent written and verbal communication with both technical and business audiences
• Highly organized and self-directed, comfortable running several customer relationships at the same time

Responsibilities

• Own the customer relationship for Advanced Services clients
• Be the technical contact and understand customers' environments
• Build relationships with architects before decisions are made
• Report service quality and health in actionable ways
• Advise on platform direction and areas to monitor
• Maintain ownership of open support tickets and ensure closure
• Produce and deliver service status reports with varying detail levels
• Keep customers' environments under active watch and triage end-to-end
• Coordinate with Support, Engineering and the account team when needed
• Lead onboarding for new Advanced Services customers and guide to steady state
• Monitor capacity and growth trends and plan upgrades with minimal disruption
• Feed product gaps and customer education needs back to teams
• Contribute to operational tooling and automation to improve delivery

Skills

Event-driven

Messaging middleware

Distributed systems

Python scripting

Kubernetes

Cloud (AWS/Azure/GCP)

Monitoring/observability

Communication

Ownership/ownership mindset

Customer-facing

Tools

Solace Platform

Kafka

IBM MQ

TIBCO

RabbitMQ

Job description

Enterprise AI is moving from pilots to production, and the constraint is no longer the model — it's the data. Agents are only as good as what they can sense, trust, and act on in the moment, and real-time, event-driven data is becoming the foundation every serious AI system runs on.

Solace istheleadingreal-time data platform for the enterprise AI era. Established enterprises worldwide — including RBC Capital Markets, Bosch, Heineken, PSA Singapore, United Airlines, Schwarz Group, and hundreds more — have built their business around Solace to enable intelligent,real-timeexperiences, modernize their application and integration landscape, and create seamless digital journeys for their customers, partners, and employees.

So, the next time you drive a car, order furniture online, fly in a plane, check your bank balance on your phone, your positive experience could be a direct result of our technology—and your hard work!

About the Role

Our customers with the most demanding deployments subscribe to Advanced Services. These are the enterprises where Solace is carrying something the business cannot do without, and where an outage is a business event rather than a support ticket. They pay for a higher standard of service, and the Service Owner is accountable.

You carry a portfolio of these customers and you own their experience of Solace: how well we understand their environment, how quickly problems get found, how clearly we explain what we are doing about them, and whether the platform keeps up with where their business is heading. This is a continuous relationship rather than a project, and it does not get handed off at the end of a phase. It is yours.

What You’ll Do

Own the customer relationship

• Be the named technical contact for a portfolio of Advanced Services customers, and the person inside Solace who understandstheir environment best
• Build the kind of relationship where their architects call you before they make a decision rather than after
• Report on service quality and the health of their estate in a way both their engineers and their leadership can act on
• Advise them on where the Solace platform is going and which parts of it are worth their attention
• Maintain ownership of all open support tickets for your accounts, ensuring they are progressed, accurately documented, and closed promptly
• Produce and deliver service status reports for every customer with different levels of detail and frequencies

Own the quality of the service

• Keep your customers' environments under active watch so that problems are found by us and not reported by them
• Take issues end to end: triage, resolution, documentation and follow-up, including the ones nobody else wants to pick up
• Pull in Support, Engineering and the account team when an issue needs them, and stay accountable for the outcome until it isclosed
• Hold the line on the standard. If the service is falling short for one of your customers, you should be the first to know it and thefirst to say so
  

Get new customers to steady state

• Lead onboarding for new Advanced Services customers and bring them to a stable, well-understood steady state
• Keep onboarding on schedule and raise blockers early instead of letting a date slide quietly
• Keep adjusting after go-live until the service fits how the customer actually operates

Keep customers ahead of their own growth

• Watch capacity and growth trends and flag what is needed well before it becomes urgent
• Keep deployments on supported, current versions and coordinate upgrades with as little disruption as possible
• Track advisories and known issues, and tell each customer what, if anything, it means for them

Make the practice better

• Improve the playbooks you work from, so the next customer and the next Service Owner both benefit
• Feed product gaps, architecture problems and customer education needs back to Product, Account and Customer Successteams
• Give the account team the technical credibility they need at renewal, and speak up where a customer would genuinely benefit from more Solace. Growth here comes from running the service well and being straight about what you see, not from a pitch
• Use and contribute to the team's operational tooling (Example, Python-based CLIs for monitoring management) to streamline day-to-day service delivery tasks

Location and travel

• This role can be based anywhere in Canada, the United States or Mexico, and the work is mostly remote
• Travel is light but not zero. Expect a handful of customer visits a year for onboarding, service reviews, and the situations where being in the room is worth more than being on the call

About You

• You take ownership. You treat the customer's environment as yours to look after, and you follow up on things without being chased
• You want to know why. Restarting the broker is not a root cause, and you are not satisfied until you can explain what actually happened
• You can write and you can present. A report a director will read, and a troubleshooting call with their engineers, are both well within range
• You work well without scaffolding. Several customer relationships at once, no two days the same, and nobody planning your week for you

What You’ll Bring to the Role

Required

• 5+ years in professional services, technical consulting, managed services or enterprise infrastructure operations, in a customer facing role
• Hands-on experience with event-driven architecture, messaging middleware or distributed systems (Solace, Kafka, IBM MQ,TIBCO, RabbitMQ or similar)
• Strong troubleshooting instincts across the application, middleware, network and cloud layers, plus the discipline to write down what you found
• Experience with monitoring and observability tooling
• Scripting and automation ability, Python preferred
• Working knowledge of Kubernetes, containerized deployments and at least one of AWS, Azure or GCP
• Excellent written and verbal communication with both technical and business audiences
• Highly organized and self-directed, comfortable running several customer relationships at the same time

Preferred

• Direct Solace Platform experience in any form factor: Solace Cloud, software broker or appliance
• Familiarity with MQTT, AMQP, JMS, REST and SMF
• Background in managed services, SRE or a NOC, somewhere you were close to the customer rather than behind a queue
• ITIL or a similar service management framework
• Data center and hardware appliance experience
• Hands-on experience with Datadog or an equivalent enterprise observability platform (dashboards, alerting, monitors, notebooks), Datadog specifically is a strong advantage
• Spanish or French, which comes in handy across our Americas customer base

What Success Looks Like

In 3 Months

• You know your customers' environments, teams and priorities in detail
• They treat you as their contact at Solace, and reach out to you first
• Your reporting goes out reliably and says something worth reading

In 6 Months

• Problems are getting found and addressed before your customers notice them
• You run onboarding for new customers and land it on schedule
• Support, Customer Success and Sales treat you as the authority on your accounts

In 12 Months

• Service quality across your portfolio is consistent, and does not depend on heroics
• Capacity and upgrade planning happens well ahead of need rather than in reaction to it
• Your customers renew and expand because they can point at what the service did for them

Why You’ll Love Working at Solace

At Solace, we’re all about smart people, meaningful work, and good vibes.

• Work with brilliance – Our team is packed with some of the sharpest minds in the industry.
• Balance matters – We believe work should fit into your life, not the other way around.
• Hybrid-first – Flexibility is built into how we work, so everyone feels included and empowered.
• Values-driven – We live and breathe our core values: craftsmanship, trust, courage, freedom, momentum, humility, and human experience.
• Growth mindset – Our training programs are designed to help you level up, fast.
• Customer Obsessed – We’re proud of our world-class customer lineup (we’re not shy about it).
• Keep it fun – We’re social, we keep things simple, and we know how to have a good time.
• Creative culture – We’ve got a great sense of humour and we make cool videos on topics like MITT and this (check them out!).

At Solace, we are committed to a fair, inclusive, and transparent recruitment process.

To help identify candidates whose qualifications best align with the role, we use artificial intelligence (AI) tools during the initial stage of resume screening. These tools compare submitted resumes to the job description, focusing on education, experience, and skills.

Importantly, all decisions beyond this initial screening—including interviews and final hiring—are made by our human recruitment team. AI is never used to make final hiring decisions.

At Solace, we believe that diversity and inclusion drive innovation and growth, both in business and in life. We strive to create an enriching and safe workplace where you can be who you are. If you want to do the best work of your career and feel supported every step of the way, we encourage you to join us!