Customer Solutions Engineer

Job Description

Job Description

Recognised as a Great Place to Work, ITRS is an Enterprise SaaS provider with industry-leading solutions. Our prestigious customer base includes 90% of the world's top investment banks. We are backed by leading private equity investors and are rapidly growing.

Our headquarters are in Shoreditch - London's tech hub – with offices in other UK and global locations from the Netherlands to Manila, NYC and Florida. We pride ourselves on a diverse, friendly, dynamic culture - with a focus on internal promotion and developing our people.

Scope of Role

This is a front-line presales position working alongside our global sales teams, to drive new logo growth in the US and servicing the world's largest financial services organisation; including 9 of the top 10 Investment Banks. You'll own the technical presales process end-to-end, from first demo through proof of value to close. You'll be in the room with CIOs, CTOs, and Heads of Technology Infrastructure, articulating how ITRS solves problems that generalist observability vendors can't. And you'll have direct influence on product direction - what you hear from customers shapes what we build.

You will report to the Global Head of Customer Solutions Engineering and work closely with Sales, Customer Success, Product, and Engineering. This is a permanent, full time contract. You will work from our New York office on a hybrid-work schedule, paying a salary range of $150,000 - £180,000 per annum plus commission.

As a Customer Solutions Engineer, you will:

Own the Technical Sale

• Lead technical presentations and product demonstrations to CXO-level and VP-level audiences within major enterprise accounts and prospects.
• Run key client engagements to drive adoption of ITRS Analytics, our leading product platform.
• Translate client requirements into practical solution architectures using the ITRS product portfolio, leading with Geneos powered by ITRS Analytics
• Design and execute Proof of Values that build client confidence and accelerate deal closure, coordinating logistics across internal teams and partners.
• Position ITRS against competitive offerings (Dynatrace, Splunk, Datadog and OpenSource) with clarity on our differentiation in capital markets infrastructure.
• Develop creative technical approaches to overcome objections and address edge-case requirements during the sales cycle.

Be the Product Authority

• Become the subject matter expert on ITRS Analytics, Geneos, and DEM.
• Provide technical input to RFP and RFI responses.
• Represent ITRS at conferences, seminars, and field events.

Support Strategic Account Growth

• Provide SME support for key accounts, working with Customer Success to identify areas for expansion and ultimately upsell opportunities.
• Travel regionally for client meetings, PoVs, and marketing events.

Requirements

• 3+ years in a Customer Solutions Engineering, Presales, or Sales Engineering role in enterprise software.
• Hands-on experience with infrastructure monitoring or observability tools (e.g., Geneos, Dynatrace, AppDynamics, Datadog, Splunk, Nagios).
• Working knowledge of SRE concepts - SLOs, SLIs, error budgets, on-call/incident workflows, and postmortems - and how they connect to monitoring and alerting in production. Can explain why those practices matter in enterprise environments without needing to be a dedicated SRE practitioner.
• Demonstrate excellent communication by explaining technical concepts in accessible terms to non-technical stakeholders, presenting complex solutions with clarity and business relevance to senior executives, and holding your own in deep-dive technical workshops with architects and engineers.
• Kubernetes, Linux and Windows administration skills sufficient to perform software installations and troubleshoot technical issues.
• Scripting and programming experience (e.g., Shell, Python, Java).
• Foundational knowledge of networking, databases, and query languages.

Preferred

• Experience in financial services technology - application support, trading infrastructure, or market data systems.
• Familiarity with distributed systems, capacity management, cloud-native architectures, or microservices.
• Experience using AI-assisted development and workflow tools (e.g., Cursor, Claude, GitHub Copilot, MCP integrations).
• Exposure to Digital Experience Monitoring or end-user experience management

Benefits

• Health Insurance and Dental Health Cover for you and your dependants
• Employer Pension or 401(k)
• Flexible Hybrid Working
• Enhanced Parental Leave
• Travel Insurance
• Life Assurance
• Income Protection
• Referral Bonus
• Buy and Sell Holiday
• Training Reimbursement

ITRS is an Equal Opportunity employer and Inclusion is part of our everyday life. We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business.

We welcome applications from everyone in the community as we recognise that a diverse workforce is a stronger workforce.