AI Adoption Engineer - West

Traversal

10d•$150,000 - $300,000•Onsite

About The Position

Traversal is the AI Site Reliability Engineer (SRE) for the enterprise, trusted by large companies to troubleshoot, remediate, and prevent complex production incidents. Our mission is to free engineers from firefighting and enable them to focus on creative, high-impact work. We are building the premier AI agent lab for the enterprise, assembling talented individuals from top research institutions and industry leaders to solve hard problems in AI. Traversal is an AI SRE platform that delivers root cause analysis and incident resolution with causal reasoning inside existing engineer workflows like Slack and ServiceNow. Our customers operate demanding production systems including global financial networks, cloud-native infrastructure, and mission-critical digital commerce. As an AI Adoption Engineer, you will be a technically fluent, commercially aware practitioner responsible for guiding customers through four adoption phases: Activation, Scaling, Optimization, and Value Realization. You will own the customer outcome at each step, running enablement sessions, debugging accuracy failures, engineering custom prompts, driving quarterly business reviews, gathering product feedback, influencing product changes, and identifying expansion opportunities. Since we sell a consumption-based product, the selling and adoption work are continuous, with every customer touchpoint being an opportunity to drive usage and value. While Field Deployment Engineers handle initial implementation, the AI Adoption Engineer ensures Traversal becomes the go-to tool for engineers on every incident, making renewals a formality and expansion a natural conversation.

Requirements

5+ years in a technical customer-facing role: solutions engineering, solutions architecture, technical account management, or customer success engineering at an enterprise software or infrastructure company.
Genuine technical depth — you can read logs, understand distributed systems failures, and have a point of view on why an AI agent produced a wrong root cause. You don’t need to write production code daily, but you need to be credible in a room full of senior SREs.
Demonstrated ability to run executive-level conversations and engineer-level conversations in the same week with the same customer. You adjust without losing credibility at either level.
Experience driving adoption of a technical product with a complex, multi-stakeholder customer — not just managing the relationship, but actively changing how people work.
Strong written communication. Your monthly leadership updates, enablement decks, and QBR narratives will be the customer’s primary record of why Traversal is worth renewing.
Comfort with ambiguity and a builder’s instinct — this is an early-stage role; the playbook exists but you will extend it.

Nice To Haves

Background in observability, AIOps, ITSM, or incident management — you understand the workflows Traversal lives inside.
Experience as an SRE or FDE
Experience with Slack-based enterprise workflows, ServiceNow, or Splunk as a practitioner or integrator.
Familiarity with consumption-based or credit-based SaaS pricing models and what they mean for customer behavior.
Prior experience at a company that sold to infrastructure, platform, or SRE teams at large enterprises.
Exposure to prompt engineering or AI product configuration — you don’t need to be an ML engineer, but you should understand why a system prompt matters.
History of turning a skeptical power user into a champion — you have a story about this.

Responsibilities

Own all four adoption phases end-to-end for a portfolio of enterprise accounts, from first post-deployment kickoff through renewal signature.
Maintain a customer-specific 30/60/90 roadmap, updated weekly and reviewed in every customer sync.
Run every customer-facing meeting type in the process: kickoffs, team enablement sessions, bi-weekly product feedback calls, power-user 1:1s, weekly syncs, exec/leadership syncs, and Quarterly Business Reviews.
Publish a monthly async leadership update to each account’s executive sponsors — written, concise, and built on real usage data.
Own customer-specific integrations, custom prompt engineering, and edge-case debugging for each assigned account.
Instrument and maintain accuracy tracking in collaboration with the customer — ensuring the dataset is customer-owned and credible, not vendor self-reported.
Identify and capture failure modes through power-user 1:1s, then work with the product team to translate them into roadmap items.
Debug and resolve platform issues surfaced during adoption, coordinating with engineering when needed.
Push for service-launch integration — getting Traversal wired into customer OAR/compliance checklists so every new service enables it by default.
Synthesize customer feedback into structured product roadmap input for engineering and product leadership.
Contribute to the adopt-traversal-sas cross-account Slack community, connecting power users across the customer base.
Maintain and update per-team enablement decks, keeping them current with each major release.