The role
We’re hiring a Solutions & Customer Success Engineer to own the technical customer journey end-to-end: technical discovery, demos, onboarding, trials/pilots, adoption, and ongoing success. You’ll be the trusted technical partner to customers and the internal voice of the user—turning real deployments into repeatable playbooks.
This is a hands-on individual contributor role with high ownership (no direct reports).
- Location: On-site in New York City
- Experience: 6–12 years in wireless / telecom / network software (with meaningful customer-facing work)
What you’ll do
1) Solutions Engineering (technical discovery + demos)
- Lead technical discovery to understand site constraints, wireless stack (Wi-Fi / private LTE/5G/CBRS / DAS / internet), and operational workflows.
- Deliver high-quality demos of the 3D digital twin, wireless design workflows, and monitoring/insight capabilities—tailored to the customer’s environment.
- Translate requirements into an evaluation plan (scope, data needed, success criteria, timeline, stakeholders).
2) Trials, onboarding, and enablement
- Own pilots/trials end-to-end: onboarding, training, configuration, and time-to-value.
- Define clear trial success metrics (coverage/capacity assumptions, monitoring outcomes, troubleshooting workflows, adoption milestones).
- Create enablement assets: onboarding guides, training materials, demo scripts, troubleshooting checklists.
3) Customer Success (adoption, outcomes, expansion readiness)
- Run recurring customer touchpoints to ensure adoption and measurable outcomes.
- Capture feedback and convert it into structured product inputs: feature gaps, integrations, KPI needs, workflow improvements.
- Support renewals/expansions by documenting outcomes, ROI, and technical wins (in partnership with commercial owners).
4) Technical problem solving & field reality
- Help customers troubleshoot real wireless issues and interpret telemetry/KPIs.
- Coordinate with product/engineering on escalations and root-cause narratives.
- Build repeatable “known issues” and “best practices” playbooks from field learnings.
What we’re looking for (must-have)
Technical depth (wireless + operations)
- 6–12 years experience in wireless/telecom/network software with strong hands-on exposure to design/operations/troubleshooting.
- Strong understanding of cellular (LTE/5G/CBRS) is a major plus, alongside enterprise Wi-Fi concepts.
- Comfortable discussing:
- coverage vs capacity tradeoffs, interference, mobility/handovers/roaming
- network KPIs/telemetry, incident workflows, RCA thinking
- indoor/outdoor site constraints and deployment realities
Customer-facing ownership
- Proven ability to lead technical customer conversations end-to-end: discovery → demo → onboarding → success.
- Confident communicator with engineers and executives; can simplify complexity without losing credibility.
- Strong bias to action: you follow through, unblock quickly, and keep customers moving.
Scrappy builder mindset
- Comfortable wearing multiple hats, operating with minimal process, and building the playbook as you go.
- You’re excited to do hands-on work: demos, training calls, documentation, troubleshooting, and iteration.
Preferred / nice-to-have
- Experience at a wireless/telecom vendor, ideally a software vendor (assurance, analytics, NMS, planning/design tools).
- Experience in early-stage startups or zero-to-one environments.
- Basic Python (light scripting, data parsing, automation) and comfort with APIs/integrations.
- Familiarity with logs/telemetry pipelines, dashboards, and observability workflows.
What success looks like (first 90 days)
- You can run technical discovery + demos independently with strong customer feedback.
- You launch multiple trials with clear success criteria and fast time-to-value.
- Customers are trained, active, and seeing measurable outcomes.
- You produce the first repeatable assets: onboarding guide, trial checklist, demo narrative, and troubleshooting playbooks.
- Product learns faster because your feedback is structured and actionable.
Logistics
- On-site: New York City
- Travel: Occasional customer travel as needed
- Reports to: (Founder / Head of GTM — adjust as needed)
About eino
Today, AI workloads at the edge make networks more critical than ever for enterprises, communities, and governments—creating an urgent need for new connectivity solutions. Yet the way networks are designed, managed, and monitored has barely changed, while everything connected to them has.
With a mission to close this gap, eino is intelligent connectivity—enabling the infrastructure that thinks, adapts, and delivers—in a platform that automates, unifies, and monitors all wireless technologies across any site—indoor and outdoor—through a 3D digital twin. Easy to demo, design, and monitor, the digital twin approach enables customers to see their wireless infrastructure—and its performance—before they invest.
We’re building the shortest path to AI-ready connectivity that lasts.
