Founding Solutions Engineer

Bernard • New York City, NY

1d • Remote

About The Position

Bernard is revolutionizing the appliance repair industry by using AI to improve first-visit fix rates. Our AI system handles initial customer contact, runs diagnostics, predicts necessary parts based on live inventory, and equips technicians with a game plan before they even leave. This significantly reduces failed repair attempts and associated costs. Bernard is already operational with enterprise clients and is experiencing rapid growth. We are building the core operating system for field service from our NYC office. Every team member plays a crucial role in shaping the product, customer experience, and company's future.

Requirements

• Experience as a Solutions Engineer, SE, or technical CSM with full-cycle ownership from demo through deployment and ongoing success.
• Proven ability to build technical demos, prototypes, or proof-of-concepts that influenced deal outcomes.
• Experience onboarding enterprise customers where playbooks needed to be created.
• Ability to communicate effectively with diverse stakeholders, from appliance repair shop owners to software engineers.
• Proactive and self-directed, capable of building spreadsheets, writing SOPs, filing bugs, and following up without prompting.
• Strong technical depth, including the ability to read code, work with APIs, understand system architecture, and provide informed opinions on product development.
• Desire to build a function, lead a team, and grow into a leadership role.
• Comfort with a fast-paced environment.
• Preference for phone communication over email for customer and prospect interactions.

Responsibilities

• Provide technical sales support, including building custom demos, leading technical validation with prospects, and designing enterprise deployment architectures.
• Own the end-to-end implementation and onboarding process from contract signing to full activation, configuring the product to match customer workflows, integrations, and dispatch processes.
• Manage customer success and account health through proactive monitoring, check-ins, and escalation handling.
• Act as a liaison between customers and the product/engineering teams, surfacing product gaps and feature requests.
• Identify upsell opportunities, detect churn signals early, and demonstrate ROI with data to grow accounts.
• Create implementation, training, and support playbooks from scratch to ensure scalability.
• Collaborate directly with the CTO and engineering team, demonstrating deep technical fluency, including reading code, understanding APIs, and filing precise bug reports.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed