Customer Solutions Engineer

Customer Solutions Engineer

The Customer Solutions Engineer (CSE) designs, architects, proposes, and articulates commercially viable and immediately actionable solutions for our customers that incorporate OneArc technologies.

The CSE serves as a technical Subject Matter Expert (SME) in OneArc's simulation and training capabilities. They possess deep technical expertise with broad coverage across our products, simulation, training, and the wider Defense enterprise. Working collaboratively within their assigned accounts, the CSE partners closely with the Executive Team, Growth, Engineering, Proposals and Product Management teams to architect solutions for existing and prospective military, government, and industry customers.

The CSE actively engages with external stakeholders and customers to articulate and explain our solutions as a OneArc SME, ultimately designing compelling technical solutions that are fully compliant and commercially scalable. Furthermore, the CSE manages and nurtures relationships between OneArc and account customers with active, qualified opportunities. They ensure the technical aspects of our solutions align seamlessly with the needs and objectives of the customer.

The CSE facilitates clear written and verbal communication regarding OneArc's capabilities across internal and external stakeholders, effectively bridging the gap between technical and commercial experts. Additionally, the CSE possesses the experience and aptitude to deeply understand customers' operational and training use cases. Exposure to the defense industry, its operational landscape, and its unique culture is essential.

This is a mid-level position; the successful candidate will be paired with more experienced CSEs on moderately complex solutions engineering tasks. The candidate should demonstrate the Key Areas of Responsibility, Objectives, Skills, Education and Experience, and Additional Attributes to a proficient standard.

Key Areas of Responsibility

• Client Interaction: Engage directly with industry and military clients to gather training and technical requirements, and showcase the functionality of existing OneArc products.
• Technical Expertise: Maintain a deep understanding of OneArc's products, services, and solutions. Evaluate customer needs and translate them into comprehensive technical solutions.
• Communication: Facilitate clear and effective technical and commercial communication between the customer and internal teams, including Growth, Engineering, Finance, Executives, and Product Management.
• Requirements Gathering: Collaborate with customers to define their technical requirements and design compelling, competitive solutions. Ensure OneArc's solutions meet or exceed these requirements and that all internal stakeholders share a unified understanding of the solution.
• Solutions Design: Design and present technical solutions, conduct product demonstrations, and collaborate with the sales team to ensure the proposed architecture meets client expectations.
• Commercial Awareness: Align technical solutions with the specific objectives, constraints, and realities of both OneArc and the customer's business, ensuring delivery on an actionable and realistic schedule.
• Writing: Leverage strong writing skills to succinctly and articulately describe OneArc's technical solutions, benefits, and commercial value within both internal and external proposals and presentations.
• Organization & Efficiency: Operate efficiently to continuously manage and execute multiple concurrent opportunity responses requiring varied outputs.
• Implementation Support: Support the initial design, implementation, and acceptance stages of the solution lifecycle.
• Technical Leadership: Partner with internal teams to ensure successful delivery during pre-sales. Take a leadership role in technical decision-making, guide development teams, and ensure the resulting architecture meets all performance, scalability, and security requirements.

Objectives

• Support The Team: Support your customers and support the account team. Be able to identify what needs to get done to support them and work with your team to accomplish those tasks.
• Diligence: Ensure adherence to the defined opportunity response process, embodying standardized project management methodologies, processes, and templates to promote consistency, efficiency, and a cohesive team culture.
• Technical Expertise: Provide the sales organization and customers with strong, current, and demonstrable technical expertise in OneArc solutions.
• Internal Awareness: Diligently maintain awareness of OneArc's business and technical aspirations, as well as the specific objectives of the account the CSE is assigned to support.
• Solution Design: Apply strong technical judgment to analyze requirements and propose commercially viable solutions. Ensure solutions are not over-specified, accurately identify "inferred requirements," and avoid analysis paralysis.
• Commercial Awareness: Interact with customers as a trusted advisor while exercising sound commercial and business judgment on behalf of OneArc. Act as an ambassador for OneArc, leveraging this commercial awareness to effectively promote our products and technology.
• Technical Writing and Communications: Demonstrate strong technical proposal writing skills and the ability to articulate complex concepts to a broad spectrum of stakeholders. Deliver clear, tailored messaging through slides, briefings, presentations, and white papers.
• Domain Knowledge: Possess a broad understanding of the US Defense, operational, and simulation training domains from both a user and external/third-party technology perspective.

Skills

• Communication: Exceptional and confident verbal and written communication skills.
• Domain Expertise: Strong technical competence and subject matter expertise in operations, simulation, and training within the US Department of War and Federal Government domains.
• Solutions Architecture: Proficiency in solutions architecture utilizing systems engineering principles.
• Problem-Solving: A logical, pragmatic, and highly analytical approach to problem-solving.
• Learning Agility: The ability to rapidly absorb, synthesize, and apply complex technical data and knowledge.
• Technical Writing & Proposals: Formal training or proven experience in technical writing, alongside relevant experience in proposal writing and development.
• Customer Management: Excellent customer relationship management capabilities.
• Project Management: Strong foundational knowledge of technical project management.
• Product Evangelism: The ability to deeply understand and enthusiastically evangelize OneArc's product suite.

Education and Experience

• Education: Bachelor's degree or higher in a quantitative field (e.g., Mathematics, Physics, Computer Science, Engineering), or equivalent practical work experience.
• Core Experience: Proven experience in operational or simulation technology, encompassing both hardware and software.
• Requirements Management: Hands-on experience with customer requirements management and definition.
• Architecture & Engineering: Demonstrated experience in solutions architecture and the practical application of systems engineering principles.
• Software & Hardware Knowledge: In-depth knowledge of computer hardware and software, including a detailed understanding of software development processes, principles, and issue-tracking tools.
• Clearance Requirement: Must currently possess, or be eligible to obtain and maintain, an active US Secret security clearance (or higher).

Preferred Qualifications

• Industry Experience: Experience working within US Defense or US Federal Government operations and/or simulations.
• Product Knowledge: Practical experience using existing OneArc technologies or other Commercial Off-The-Shelf (COTS) simulation software within Defense or Federal Government environments.
• Background: Prior US Military service or Federal Civilian experience is highly preferred.

Additional Attributes

• Make the Intangible Tangible: Make the intangible tangible by transforming high-level strategic visions into measurable project requirements. Bring structure to ambiguity to create concrete deliverables that drive team execution.
• Driven & Diligent: Demonstrates a strong passion for technology and customer success, coupled with a diligent, proactive work ethic.
• Adaptable: Thrives in a dynamic, fast-paced environment and successfully manages shifting priorities without losing focus.
• Detail-Oriented: Exhibits meticulous attention to detail across technical design, proposal writing, and customer interactions.
• Interpersonal Skills: Highly personable and collaborative, with a natural ability to build trust and strong relationships with both clients and internal teams.

Travel

• International and domestic travel will be required for this position
• Must currently possess a valid US Passport or be eligible to obtain one without restrictions