Professional Services - USA

• You take ownership. You treat the customer's environment as yours to look after, and you follow up on things without being chased • You want to know why. Restarting the broker is not a root cause, and you are not satisfied until you can explain what actually happened • You can write and you can present. A report a director will read, and a troubleshooting call with their engineers, are both well within range • You work well without scaffolding. Several customer relationships at once, no two days the same, and nobody planning your week for you

Enterprise AI is moving from pilots to production, and the constraint is no longer the model — it's the data. Agents are only as good as what they can sense, trust, and act on in the moment, and real-time, event-driven data is becoming the foundation every serious AI system runs on. Solace is the leading real-time data platform for the enterprise AI era. Established enterprises worldwide — including RBC Capital Markets, Bosch, Heineken, PSA Singapore, United Airlines, Schwarz Group, and hundreds more — have built their business around Solace to enable intelligent, real-time experiences, modernize their application and integration landscape, and create seamless digital journeys for their customers, partners, and employees. So, the next time you drive a car, order furniture online, fly in a plane, check your bank balance on your phone, your positive experience could be a direct result of our technology—and your hard work! About the Role 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, and 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, and the person inside Solace who understands their environment best • Build the kind of relationship where their architects call you before they make a decision rather than after • Report on service quality and the health of their estate in a way both their engineers and their leadership can act on • Advise them on where the Solace platform is going and which parts of it are worth their attention • Maintain ownership of all open support tickets for your accounts, ensuring they are progressed, accurately documented, and closed promptly • Produce and deliver service status reports for every customer with different levels of detail and frequencies Own the quality of the service • Keep your customers' environments under active watch so that problems are found by us and not reported by them • Take issues end to end: triage, resolution, documentation and follow-up, including the ones nobody else wants to pick up • Pull in Support, Engineering and the account team when an issue needs them, and stay accountable for the outcome until it is closed • Hold the line on the standard. If the service is falling short for one of your customers, you should be the first to know it and the first to say so Get new customers to steady state • Lead onboarding for new Advanced Services customers and bring them to a stable, well-understood steady state • Keep onboarding on schedule and raise blockers early instead of letting a date slide quietly • Keep adjusting after go-live until the service fits how the customer actually operates Keep customers ahead of their own growth • Watch capacity and growth trends and flag what is needed well before it becomes urgent • Keep deployments on supported, current versions and coordinate upgrades with as little disruption as possible • Track advisories and known issues, and tell each customer what, if anything, it means for them Make the practice better • Improve the playbooks you work from, so the next customer and the next Service Owner both benefit • Feed product gaps, architecture problems and customer education needs back to Product, Account and Customer Success teams • Give the account team the technical credibility they need at renewal, and speak up where a customer would genuinely benefit from more Solace. Growth here comes from running the service well and being straight about what you see, not from a pitch • Use and contribute to the team's operational tooling (Example, Python-based CLIs for monitoring management) to streamline day-to-day service delivery tasks 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 for onboarding, service reviews, and the situations where being in the room is worth more than being on the call About You • You take ownership. You treat the customer's environment as yours to look after, and you follow up on things without being chased • You want to know why. Restarting the broker is not a root cause, and you are not satisfied until you can explain what actually happened • You can write and you can present. A report a director will read, and a troubleshooting call with their engineers, are both well within range • You work well without scaffolding. Several customer relationships at once, no two days the same, and nobody planning your week for you What You’ll Bring to the Role Required • 5+ years in professional services, technical consulting, managed services or enterprise infrastructure operations, in a customer facing role • Hands-on experience with event-driven architecture, messaging middleware or distributed systems (Solace, Kafka, IBM MQ,TIBCO, RabbitMQ or similar) • Strong troubleshooting instincts across the application, middleware, network and cloud layers, plus the discipline to write down what you found • 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 technic