Customer Solutions Engineer

Customer Solutions Engineer

Austin, TX | On-site | Competitive salary + equity

Watchful is building AI-powered remote video guarding for real-world sites. Our platform helps property and facilities teams protect locations with AI-heavy operations instead of expensive, human-heavy monitoring.

We're hiring a Customer Solutions Engineer in Austin to sit at the intersection of customers, sales, product, and engineering. This is not a pure support role, not a full-time software engineering role, and not a field technician role. It is a hands-on customer-facing technical role for someone who can debug messy real-world problems, keep customers calm, and build lightweight tools or scripts to make repeated work disappear.

What You'll Do

You'll spend your time roughly across:

• 40% technical support and escalations: investigate customer issues, debug technical problems, and drive them to resolution.
• 25% customer onboarding: help new customers and sites get live successfully.
• 20% light engineering and tooling: build scripts, small tools, internal automations, or simple integrations that reduce manual work.
• 15% pre-sales technical support: join sales conversations, answer technical questions, and help customers understand what is possible.

Responsibilities

• Own and resolve customer technical issues across onboarding, deployment, and live operations.
• Work directly with property managers, facilities teams, and IT or networking contacts.
• Debug issues involving customer environments, IoT devices, networking, integrations, and platform behavior.
• Coordinate customer onboarding so new sites move from signed to live without unnecessary drag.
• Support sales with practical technical answers during customer calls.
• Build lightweight scripts, tools, or workflows to remove repeated manual effort.
• Translate customer problems into clear feedback for product and engineering.
• Stay calm and useful when customers are frustrated or issues are ambiguous.

You May Be A Fit If You

• Have customer-facing experience in a technical role.
• Have worked as a Customer Solutions Engineer, Solutions Engineer, technical support engineer, implementation engineer, technical customer success person, or similar.
• Are technical enough to troubleshoot systems, logs, APIs, scripts, networking issues, or customer environments.
• Can figure things out without needing every step defined.
• Communicate clearly with both technical and non-technical customers.
• Are comfortable switching between customer calls, debugging, internal coordination, and small technical projects.

Nice To Have

• Experience with IoT devices.
• Networking knowledge, including VPNs, firewalls, routers, or customer IT environments.
• Exposure to security systems, cameras, NVRs, VMS platforms, or physical security.
• Basic scripting or light software development experience.
• Experience in B2B SaaS, implementation, or technical support.

What Success Looks Like After 90 Days

• You can independently handle common customer escalations.
• You own onboarding coordination for new sites.
• You can debug common networking or IoT issues with limited help.
• You have built or improved small tools/scripts that reduce repeated manual work.
• Sales trusts you to join customer calls and give credible technical answers.

Requirements

• Based in Austin and able to work on-site most days.
• Legally authorized to work in the US.
• Able to travel occasionally, roughly 10–20%.
• Comfortable in a fast-moving startup where the answer is not always documented yet.

Why This Role Matters

This person will make customers successful in the messy middle between sales promise, real-world deployment, and product reality. Done well, you will help Watchful onboard customers faster, resolve issues better, and turn repeated customer pain into better systems.

How to Apply: Send your CV to View email address on click.appcast.io