Customer Success Engineer

About the Company Armada is the hyperscaler for the edge, delivering modular AI infrastructure from first deployment to AI factory with speed, scale and sovereignty. Named one of Fast Company's Most Innovative Companies and to the CNBC Disruptor 50, Armada’s solutions are deployed in over 60 countries globally for organizations ranging from energy to defense. With nearly $500 million in funding to date, Armada is backed by leading investors including Founders Fund, Lux, BlackRock and Microsoft (M12), alongside strategic partnerships with Microsoft, Dell, Palantir, NVIDIA, SpaceX, and Skydio. We are building the infrastructure layer for sovereign and edge AI - rugged, deployable compute for customers that cannot rely on centralized cloud. Working at Armada means taking ownership, driving autonomy, and delivering impact. You’ll tackle challenges that haven’t been solved before and help build something transformative from the ground up. What you do here will not only define your career but help further Armada’s mission to bridge the digital divide for customers around the world. Role Overview The Senior Customer Solutions Engineer, Edge AI owns the post-deployment technical success of Armada’s Atlas customers across North America. It is a hands‑on technical role centered on platform adoption and optimization: driving deep adoption of Atlas capabilities — monitoring, lifecycle management, governance, and automation — co‑creating enterprise integrations through Atlas webhooks and APIs, and helping large customers structure and manage high asset counts so the platform scales with them. Atlas is a SaaS platform and onboarding is largely self‑service; Armada’s support and delivery teams assist, but customers typically stand up much of it themselves. Deployment is deliberately simple, though an initial onboarding and deployment plan supports larger roll‑outs and gets these customers on the right structure from the outset. The real work, however — and where this role spends its time — is everything after go‑live: turning initial usage into mature, healthy, deeply embedded operations. As the post‑sale counterpart to the Customer Engineer (Sales Engineer), the Customer Solutions Engineer takes technical context at hand‑off and owns durable post‑sale adoption and technical success. The goal is measurable value realization — moving each customer up the adoption maturity ladder while keeping the account healthy — with the Joint Success Plan (JSP) as the framework to get there. This role reports into the Sr. Manager, Customer Solutions Engineering (Atlas), Americas, and success is measured by adoption depth, operational maturity and health, retention, and expansion. Key Responsibilities Technical account ownership and customer success Serve as the primary technical point of contact (L1) for assigned Atlas accounts Own the short‑and‑long‑term technical success and health of assigned accounts Build trusted, durable relationships with customer engineering, IT, platform, and operations teams Act as the customer’s advocate inside Armada for platform improvements and roadmap alignment Serve as the primary technical escalation contact and drive issues to resolution Collaborate with AEs to co‑deliver QBRs and technical governance reviews Atlas platform adoption and optimization Drive deep adoption of Atlas capabilities including monitoring, lifecycle management, governance, and automation Help customers integrate Atlas into existing workflows, tooling, and operational processes Identify usage gaps and friction, and guide customers from initial usage into advanced, production‑grade operating patterns Identify applications to integrate into Marketplace and drive that integration Co‑create enterprise integrations with customers using Atlas webhooks and APIs to connect Atlas into their existing systems and automation Support customers to self‑onboard assets such as SD‑WAN, drones, and cameras Help large customers manage high asset counts by co‑creating account structures, groups, and hierarchies that give the right users the right assets while restricting unneeded visibility and access Train new users and share asset‑management best practices Time‑to‑value and ongoing value realization Accelerate time‑to‑value by prioritizing high‑impact Atlas use cases Move customers up the adoption maturity ladder — from activating, to established, to expanding — while keeping the account healthy Track, quantify, and communicate realized value through structured reviews and health checks Build and continuously drive Joint Success Plans (JSPs) as the framework for value delivery, aligning Atlas capabilities to customer objectives, KPIs, and success criteria Use the JSP as the system of record for priorities, milestones, and risks, reviewing it regularly with customer and Armada stakeholders to inform adoption strategy and expansion planning Surface risks, dependencies, and blockers early and drive resolution with clear ownership Expansion and growth support Surface and qualify commercial expansion signals that emerge as adoption deepens — additional users or departments, environments, sites, or new needs such as edge compute — and hand them to the Customer Engineer and AE with the technical context to pursue them Partner with the Customer Engineer, Sales, and Customer Success leadership on expansion planning, grounded in the Joint Success Plan Provide technical validation and guidance for Atlas‑driven growth, without owning the commercial motion Field leadership and mentorship Act as a technical leader for North American Atlas accounts, modeling strong adoption and engagement practices Mentor (junior) Customer Solutions Engineers and delivery engineers as the region and Atlas customer base scales Contribute to adoption playbooks, success‑plan templates, and repeatable best practices for Atlas environments Operational excellence and reliability Monitor platform health, usage trends, and operational signals across assigned accounts Proactively identify risks, misconfigurations, or adoption challenges before they impact customers Coordinate with Support, Engineering, and Product teams to resolve issues efficiently and feed learnings back into platform development Ensure customers operate Atlas in a secure, stable, and scalable manner Governance, security, and compliance alignment Support customers in aligning Atlas usage with security, access control, audit logs, and governance expectations Operate confidently within US and Canadian data residency, sovereignty, and security requirements relevant to Atlas deployments Partner with customer security and compliance teams, and support security reviews and audits in regulated and sovereign environments Maintain disciplined operational hygiene, documentation, and access management across customer environments Cross‑functional collaboration Partner tightly with Customer Engineers (Sales Engineers) as their post‑sale counterpart — taking technical context at hand‑off and feeding adoption insight and qualified expansion signals back to them Work closely with Support and delivery teams that assist customers through largely self‑service Atlas onboarding Partner with Product and Engineering to provide structured feedback based on real customer usage Collaborate with regional GTM and Customer Success teams to ensure a consistent customer experience Qualifications and Experience 8+ years of experience in technical account management, customer success engineering, platform engineering, solutions engineering, or SRE‑adjacent roles Strong experience supporting enterprise SaaS platforms in production environments Deep understanding of cloud platforms, distributed systems, and operational tooling Proven ability to own the full customer technical lifecycle post go‑live and to build and drive Joint Success Plans tied to measurable outcomes Ability to explain complex technical concepts clearly to both hands‑on engineers and C‑suite stakeholders Comfort reading usage and health telemetry to prioritize work and guide customer decisions Clear, confident written and verbal communication skills Willingness to travel across North America (~25%) for customer engagements Preferred Experience Experience supporting control planes, management platforms, or observability tools Familiarity with Kubernetes, distributed infrastructure, and hybrid cloud and edge environments Experience with IoT, connected‑asset fleets, edge infrastructure, or asset/fleet‑management platforms Exposure to regulated or sovereign customer environments, including data localization and compliance requirements Experience driving adoption, value realization, and expansion for enterprise SaaS products Solutions architecture or pre‑sales engineering background, with the ability to translate customer requirements into adoption and operating plans Comfort operating with ambiguity and owning outcomes end to end in a fast‑moving, high‑growth environment What Success Looks Like Joint Success Plans are actively used and referenced by both Armada and customer teams Atlas adoption deepens over time with clear, measurable value delivered Customers view the Customer Solutions Engineer as a trusted technical advisor and success partner Retention is strong and expansion is driven by demonstrated outcomes, without handoff friction or account fragmentation Atlas is positioned as a core operational control plane within customer environments Customers view Armada as a long‑term partner through consistent technical ownership over time Compensation & Benefits For U.S. Based candidates: To ensure fairness and transparency, the on‑target earnings salary range for this role for candidates in the U.S. are listed, varying based on location experience, skills, and qualifications. In addition to the salary, this role will also be offered equity and subsidized benefits (details available upon request). Benefits Medical, dental, and vision (subsidized cost) Health savings accounts (HSA), flexible spending accounts (FSA), and dependent care FSAs (DCFSA) Retirement plan options, including 401(k) and Roth 401(k) Unlimited paid time off (PTO) 14 paid company holidays per year Compensation $188,000 – $235,000 USD You're a Great Fit if You're A go‑getter with a growth mindset. You’re intellectually curious, have strong business acumen, and actively seek opportunities to build relevant skills and knowledge A detail‑oriented problem‑solver. You can independently gather information, solve problems efficiently, and deliver results with a “get‑it‑done” attitude Thrive in a fast‑paced environment. You’re energized by an entrepreneurial spirit, capable of working quickly, and excited to contribute to a growing company A collaborative team player. You focus on business success and are motivated by team accomplishment vs personal agenda Highly organized and results‑driven. Strong prioritization skills and a dedicated work ethic are essential for you Equal Opportunity Statement At Armada, we are committed to fostering a work environment where everyone is given equal opportunities to thrive. As an equal opportunity employer, we strictly prohibit discrimination or harassment based on race, color, gender, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other characteristic protected by law. This policy applies to all employment decisions, including hiring, promotions, and compensation. Our hiring is guided by qualifications, merit, and the business needs at the time. Unsolicited Resumes and Candidates Armada does not accept unsolicited resumes or candidate submissions from external agencies or recruiters. All candidates must apply directly through our careers page. Any resumes submitted by agencies without a prior signed agreement will be considered unsolicited and Armada will not be obligated to pay any fees. #J-18808-Ljbffr