Customer Solutions Engineer

About the Role

Responsibilities

• Build and ship real solutions
• Design and implement workflows, agents, and integrations on Wand for live customer scenarios (not just demo toys).
• Turn one-off builds into reusable patterns: templates, starter kits, and internal tools other CEs/SEs can reuse.
• Own technical quality: performance, reliability, and auditability of what you ship.
• Lead technical validation (“Proof-to-Contract”)
• Help customers frame clear technical hypotheses: what needs to be proven (accuracy, coverage, latency, safety) for them to buy.
• Design lightweight proofs, benchmarks, and evals that credibly answer, “Does this actually work for our data and process?”
• Set up simple measurement for before/after: time saved, error reduction, or volume handled.
• Support pre-sales and pilots
• Partner with Sales to shape and deliver believable demos and pilots that showcase Wand’s differentiators (agentic workflows, governance, complex document workflows, etc.).
• Adapt and extend our demo environments rather than rebuilding from scratch each time.
• Join customer calls to explain how things work under the hood and handle deep technical questions.
• Drive onboarding, adoption, and expansion
• Help design and run onboarding plans: initial workflows, training sessions, office hours, and enablement for power users.
• Instrument your solutions for usage and value (DAU/WAU, agent-hours, workflow runs) and use this data to guide iteration.
• Partner with Customer Success to identify new use cases and turn proven workflows into broader rollouts.
• Handle issues with urgency
• Debug and triage customer-facing issues, working closely with core Engineering when needed.
• Provide clear, customer-ready explanations, workarounds, and follow-ups.
• Feed recurring issues back into platform fixes, docs, and playbooks.
• Build the CE toolbox and playbooks
• Contribute Python scripts, API workflows, and reference architectures that show “the Wand way” to build.
• Document patterns for common use cases (e.g., contract review, research copilots, support augmentation) so the next deployment is faster.
• Help define and refine internal CE rituals: intake criteria, pilot checklists, and demo/pilot templates.

Key Qualifications

• 5+ years in a hands-on technical role such as Sales Engineer, Solutions Architect, Customer/Field Engineer, or Product-adjacent Engineer, working directly with enterprise customers.
• Strong practical engineering skills :
• Comfortable writing Python in a professional context (scripts, services, ETL, automation).
• Experience integrating with APIs, webhooks, and data sources (files, DBs, SaaS tools).
• Able to design simple, robust systems and debug real-world failures.
• Experience building with LLMs or applied AI systems :
• Prompting, RAG, or agent/workflow orchestration (homegrown or with tools like LangChain, LlamaIndex, etc.).
• You’ve shipped at least one real application, prototype, or internal tool that used an LLM or similar model in production or a serious pilot.
• Comfortable in front of customers:
• Can walk through an architecture diagram, show live workflows, and answer hard questions without hand-waving.
• Can listen deeply, translate fuzzy asks into concrete technical work, and push back when a request doesn’t make sense.
• Demonstrated ability to work across the lifecycle: discovery/solution design, proof/pilot build, rollout, and post-launch iteration.
• Bachelor’s or Master’s in Computer Science, Engineering, or equivalent practical experience.

Builder First, Then Storyteller

Customer-Obsessed Problem Solver

Hands-On and Pragmatic

Systems Thinker

Bias to Action and Ownership