[Hiring] Professional Services @Solace Corporation

Role Description

Our customers with the most demanding deployments subscribe to Advanced Services. These are the enterprises where Solace is carrying something the business cannot do without, and where an outage is a business event rather than a support ticket. They pay for a higher standard of service, and the Service Owner is accountable.

You carry a portfolio of these customers and you own their experience of Solace:

• How well we understand their environment
• How quickly problems get found
• How clearly we explain what we are doing about them
• Whether the platform keeps up with where their business is heading

This is a continuous relationship rather than a project, and it does not get handed off at the end of a phase. It is yours.

What You’ll Do

• Own the customer relationship
• Be the named technical contact for a portfolio of Advanced Services customers
• Build a relationship where their architects call you before they make a decision
• Report on service quality and the health of their estate
• Advise them on where the Solace platform is going
• Maintain ownership of all open support tickets for your accounts
• Produce and deliver service status reports for every customer
• Own the quality of the service
• Keep your customers' environments under active watch
• Take issues end to end: triage, resolution, documentation and follow-up
• Pull in Support, Engineering and the account team when an issue needs them
• Hold the line on the standard of service
• Get new customers to steady state
• Lead onboarding for new Advanced Services customers
• Keep onboarding on schedule and raise blockers early
• Keep adjusting after go-live until the service fits how the customer operates
• Keep customers ahead of their own growth
• Watch capacity and growth trends
• Keep deployments on supported, current versions
• Track advisories and known issues
• Make the practice better
• Improve the playbooks you work from
• Feed product gaps, architecture problems and customer education needs back to relevant teams
• Give the account team the technical credibility they need at renewal
• Use and contribute to the team's operational tooling

Location and travel

• This role can be based anywhere in Canada, the United States or Mexico, and the work is mostly remote
• Travel is light but not zero; expect a handful of customer visits a year

About You

• You take ownership
• You treat the customer's environment as yours to look after
• You want to know why
• You can write and you can present
• You work well without scaffolding

What You’ll Bring to the Role

Required

• 5+ years in professional services, technical consulting, managed services or enterprise infrastructure operations
• Hands-on experience with event-driven architecture, messaging middleware or distributed systems
• Strong troubleshooting instincts across the application, middleware, network and cloud layers
• Experience with monitoring and observability tooling
• Scripting and automation ability, Python preferred
• Working knowledge of Kubernetes, containerized deployments and at least one of AWS, Azure or GCP
• Excellent written and verbal communication with both technical and business audiences
• Highly organized and self-directed

Preferred

• Direct Solace Platform experience in any form factor
• Familiarity with MQTT, AMQP, JMS, REST and SMF
• Background in managed services, SRE or a NOC
• ITIL or a similar service management framework
• Data center and hardware appliance experience
• Hands-on experience with Datadog or an equivalent enterprise observability platform
• Spanish or French language skills

What Success Looks Like

In 3 Months

• You know your customers' environments, teams and priorities in detail
• They treat you as their contact at Solace
• Your reporting goes out reliably and says something worth reading

In 6 Months

• Problems are getting found and addressed before your customers notice them
• You run onboarding for new customers and land it on schedule
• Support, Customer Success and Sales treat you as the authority on your accounts

In 12 Months

• Service quality across your portfolio is consistent
• Capacity and upgrade planning happens well ahead of need
• Your customers renew and expand because they can point at what the service did for them

Why You’ll Love Working at Solace

• Work with brilliance
• Balance matters
• Hybrid-first
• Values-driven
• Growth mindset
• Customer Obsessed
• Keep it fun
• Creative culture

Let’s Talk

Not sure you meet every requirement? That’s okay — we’re more interested in your potential and passion. If this role excites you, we’d love to hear from you.

Need accommodations during the hiring process? Just let us know — we’re here to support you.

Thanks to everyone who applies! While we wish we could connect with every candidate, only those selected to move forward will be contacted.

At Solace, we believe that diversity and inclusion drive innovation and growth, both in business and in life. We strive to create an enriching and safe workplace where you can be who you are. If you want to do the best work of your career and feel supported every step of the way, we encourage you to join us!