Wand Synthesis AI Inc - Customer Solutions Engineer
Requirements
• 5+ years in a hands-on technical role such as Sales Engineer, Solutions Architect, Customer/Field Engineer, or Product-adjacent Engineer, working directly with enterprise customers. • Comfortable writing Python in a professional context (scripts, services, ETL, automation). • Experience integrating with APIs, webhooks, and data sources (files, DBs, SaaS tools). • Able to design simple, robust systems and debug real-world failures. • Experience building with LLMs or applied AI systems: • Prompting, RAG, or agent/workflow orchestration (homegrown or with tools like LangChain, LlamaIndex, etc.). • You’ve shipped at least one real application, prototype, or internal tool that used an LLM or similar model in production or a serious pilot. • Comfortable in front of customers: • Can walk through an architecture diagram, show live workflows, and answer hard questions without hand-waving. • Can listen deeply, translate fuzzy asks into concrete technical work, and push back when a request doesn’t make sense. • Demonstrated ability to work across the lifecycle: discovery/solution design, proof/pilot build, rollout, and post-launch iteration. • Bachelor’s or Master’s in Computer Science, Engineering, or equivalent practical experience. • Builder First, Then Storyteller • You reach for a REPL or notebook before a slide. You’re happiest when you can show, not just tell — but you can narrate clearly for both engineers and executives. • Customer-Obsessed Problem Solver • You care less about “cool tech” and more about whether the workflow actually saves time, reduces risk, or lets the customer do something genuinely new. • Hands-On and Pragmatic • You’re comfortable with ambiguity and partial requirements. You find the smallest credible thing to build that proves the point and moves the deal or deployment forward. • Systems Thinker • You see how pre-sales, pilots, adoption, support, and metrics fit together and look for ways to turn one success into a pattern others can reuse. • Bias to Action and Ownership • You don’t wait for perfect specs. You pick up the ball, talk to whoever you need to, and get the workflow, demo, or fix over the line — then you document it so it’s easier next time.
Responsibilities
• Build and ship real solutions • Design and implement workflows, agents, and integrations on Wand for live customer scenarios (not just demo toys). • Turn one-off builds into reusable patterns: templates, starter kits, and internal tools other CEs/SEs can reuse. • Own technical quality: performance, reliability, and auditability of what you ship. • Lead technical validation (“Proof-to-Contract”) • Help customers frame clear technical hypotheses: what needs to be proven (accuracy, coverage, latency, safety) for them to buy. • Design lightweight proofs, benchmarks, and evals that credibly answer, “Does this actually work for our data and process?” • Set up simple measurement for before/after: time saved, error reduction, or volume handled. • Support pre-sales and pilots • Partner with Sales to shape and deliver believable demos and pilots that showcase Wand’s differentiators (agentic workflows, governance, complex document workflows, etc.). • Adapt and extend our demo environments rather than rebuilding from scratch each time. • Join customer calls to explain how things work under the hood and handle deep technical questions. • Drive onboarding, adoption, and expansion • Help design and run onboarding plans: initial workflows, training sessions, office hours, and enablement for power users. • Instrument your solutions for usage and value (DAU/WAU, agent-hours, workflow runs) and use this data to guide iteration. • Partner with Customer Success to identify new use cases and turn proven workflows into broader rollouts. • Handle issues with urgency • Debug and triage customer-facing issues, working closely with core Engineering when needed. • Provide clear, customer-ready explanations, workarounds, and follow-ups. • Feed recurring issues back into platform fixes, docs, and playbooks. • Build the CE toolbox and playbooks • Contribute Python scripts, API workflows, and reference architectures that show “the Wand way” to build. • Document patterns for common use cases (e.g., contract review, research copilots, support augmentation) so the next deployment is faster. • Help define and refine internal CE rituals: intake criteria, pilot checklists, and demo/pilot templates.
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