CAP Smokejumper

Verkada • San Mateo, CA

2d

About The Position

Verkada is transforming how organizations protect their people and places with an integrated, AI-powered platform. A leader in cloud physical security, Verkada helps organizations strengthen safety and efficiency through one connected software platform that includes solutions for video security, access control, air quality sensors, alarms, intercoms, and visitor management. Over 30,000 organizations worldwide, including more than 100 companies in the Fortune 500, trust Verkada as their physical security layer for easier management, intelligent control, and scalable deployments. Founded in 2016, Verkada has expanded rapidly with 15 offices and 2,200+ full-time employees. The Mission Verkada is dedicated to leading the physical security world into the future with a customer-centric approach and takes pride in its excellent documentation, support, and sales engineering teams. But sometimes things go wrong. The Critical Accounts Program (CAP) is our "last line of defense" when we are at risk of losing a relationship. As a CAP Smokejumper , you don't just manage cases; you drop into and access high-stakes situations, marshall the resources needed to stabilize the client, and ensure they are happy before moving to the next mission. Imagine a major hospital system goes live with Verkada, but a network configuration issue prevents their cameras from recording during a critical event. While others might see a ticket, a Smokejumper sees a partnership in jeopardy. You are the one who gets the call, jumps on a plane that evening, and walks into their command center the next morning to lead our engineers and their IT staff toward a solution.

Requirements

• Technical: You know “a lot about something.” We don't expect you to know networking or physical security in depth before starting, but whatever technology you worked with in the past, you know to a deep level. For example, if you were in wide area networking, you know the nuance of how BGP and DNS work. Or if you worked in storage, you know a lot about file systems.
• Proven Problem Solver: You have 3-6+ years of experience getting things done. We're less concerned about what, exactly, so much as that you have had a real impact.
• Calm Under Pressure: You have a demonstrated ability to manage high-level customers and mission-critical situations with composure.
• Detail-Oriented: You are highly organized and capable of managing multiple complex escalations simultaneously.

Responsibilities

• Rapid Incident Command: Take end-to-end ownership of escalated customer cases, driving swift, high-impact solutions to restore confidence.
• Executive Advocacy: Serve as the single point of contact for customer executives, providing transparent diagnosis and expedited problem resolution.
• On-Site Deployment: Be ready to travel at a moment's notice to meet with customers face-to-face or perform in-depth on-site troubleshooting.
• Strategic Alignment: Coordinate across Engineering, Product, Sales, and Support to prioritize the fixes our customers need most.
• Insights for Growth: Translate customer pain points into actionable insights that influence the long-term product roadmap and strengthen long-term partnerships.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees