• Provide daily expert guidance to existing customers • Develop strong relationships with customers, sales, and product teams • Proactively guide customers through their architectural and product setup and decisions • Troubleshoot and solve complex situations collaborating with Developers and Field Engineers • Contribute to Solo.io projects by submitting issues, pull requests, and documentation • Stay current with fast-moving additions to Solo.io products and related technologies to retain domain expertise and credibility • Manage stressful situations with calm professionalism, empathy, and compassion • Actively engage with the Solo.io community and related open source projects to foster adoption and grow external contributions

• Drive customer success and ROI by defining success metrics, tracking adoption, and ensuring clients achieve measurable business outcomes such as call automation rates, cost savings, and customer satisfaction improvements. • Manage client relationships by conducting regular check-ins, strategic reviews, and ensuring alignment between customer goals and platform capabilities. • Guide Forward Deployed Engineers by directing FDEs on client priorities, success targets, and implementation strategies to ensure technical delivery aligns with business goals. • Monitor account health by tracking usage patterns, identifying churn/downgrade risks, analyzing root causes, and developing mitigation strategies with the FDE team. • Drive expansion and upsell by identifying opportunities to expand voice AI automation across additional call types or departments • Act as customer advocate by representing client needs internally and ensuring product roadmap addresses customer requirements

• Own escalated technical issues once they exceed frontline or Tier 2 troubleshooting. • Reproduce and validate bugs across production, staging, or test environments. • Determine whether issues are product defects, data inconsistencies, configuration problems, or expected behavior. • Query databases and review logs to understand system state and failure modes. • Test backend APIs to isolate and confirm root causes. • Write or adapt lightweight scripts to support investigation, validation, or data analysis. • Create high-quality engineering tickets with clear problem statements, reproduction steps, expected vs actual behavior, and supporting evidence. • Partner with Product and Engineering to clarify scope, impact, and priority of escalated issues. • Identify patterns and recurring issues to help surface systemic problems.

• Work directly with all users to ensure they can get the most value from the platform • Answer questions in Intercom, Slack, on the phone, or through email • Understand how to read API documentation and how standard SaaS tools work • Collaborate with Solutions Architects, Solutions Engineers, Marketing, Engineering, and Operations