Founding Solutions Engineer

About Bernard Half of all appliance repair visits fail on the first trip. Wrong part. Wrong diagnosis. The homeowner waits another week. The company eats another truck roll. Multiply that across millions of service calls a year and you’re looking at a broken layer of American infrastructure that nobody’s talking about. Bernard fixes this at the point of first contact. Our AI answers the call, runs the diagnostic, predicts the right parts against live inventory, and sends the technician out with a game plan. We don’t just book the job. We solve it before the truck rolls. The result: first-visit fix rates go from 50% to 80%. We’re live with enterprise customers, growing fast, and building the operating system for field service from our office in NYC. Every hire here touches the product, the customer, and the trajectory of the company. The Role You are the first Founding Solutions Engineer at Bernard. You sit at the intersection of product, engineering, and the customer. You own everything from technical sales support through implementation, activation, and ongoing customer success. You are the person who makes Bernard work inside a customer’s operation. Your customers are appliance repair company owners and dispatchers. They run 15–300 trucks, take 50+ calls a day, and have never had the opportunity to truly experience great technology. They are busy, direct, and skeptical. You need to earn their trust with technical credibility, understand their workflow, and prove that Bernard makes their business better with real numbers. This is not a support role. You are architecting how Bernard integrates into each customer’s operation. You scope the technical implementation, configure the product, build custom demos and prototypes when needed, and drive adoption post-launch. When something breaks, you diagnose it. When a prospect needs to see Bernard in action, you build the proof. When a live customer needs to expand, you drive the business case. You report directly to the CEO. There are no layers between you and the people who build the product or close the deals. What You’ll Own Technical sales support. Build custom demos, lead technical validation with prospects, design architecture for enterprise deployments. You are the reason deals close on the technical side. Implementation and onboarding. Own end-to-end deployment from signed contract through full activation. Configure the product to fit each customer’s workflow, integrations, and dispatch process. No handholding from the founders. Customer success and account health. Proactive monitoring, check-ins, escalation handling. You know which accounts are thriving and which are at risk before anyone tells you. Surface product gaps and feature requests to engineering. You are the bridge between what customers need and what we build. Expansion and retention. Identify upsell opportunities. Catch churn signals early. Prove ROI with data and use it to grow accounts. Playbook creation. Build the implementation, training, and support processes from scratch. Document everything. Make it repeatable. You are building this function so it scales beyond you. Product and engineering collaboration. Work directly with the CTO and engineering team. Deep technical fluency is expected. You can read a codebase, understand an API, file a precise bug report, and suggest a fix. You Should Apply If You’ve been a Solutions Engineer, SE, or technical CSM at a company where you owned the full cycle from demo through deployment and ongoing success. You’ve built technical demos, prototypes, or proof-of-concepts that directly influenced deal outcomes. You’ve onboarded enterprise customers where the playbook didn’t exist yet and you had to build it. You can get on the phone with a 60-year-old appliance repair shop owner in Tampa and a 28-year-old software engineer in the same afternoon and be credible with both. You’re the person who builds the spreadsheet, writes the SOP, files the bug, and follows up without being asked. You have real technical depth. You can read code, work with APIs, understand system architecture, and have an informed opinion about how a product should be built. You want to build a function, lead a team, and grow into a leadership role at a company that rewards ownership. You’re energized by speed, not stressed by it. How We Work We are a small team. Everyone owns their domain end to end. There is no middle management, no committees, and no approval chains. If something needs to happen, you make it happen. A significant portion of this role is on the phone with customers and prospects. You should be someone who picks up the phone first and sends the email second. Compensation $110K – $130K, Offers Equity, Offers Bonus #J-18808-Ljbffr Dormont Manufacturing Co