Customer Solutions Engineer

Customer Solutions EngineerAustin, TX | On-site | Competitive salary + equityWatchful 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 DoYou'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.ResponsibilitiesOwn 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 YouHave 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 HaveExperience 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 DaysYou 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.RequirementsBased in Austin and able to work on-site most days.Legally authorized to work in the US.Able to travel occasionally, roughly 1020%.Comfortable in a fast-moving startup where the answer is not always documented yet.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 info@watchful.co.nz