Technical Solution Engineer

About Middleware

Middleware is a fast-growing and well-funded YC startup with a mission to help organizations gain insights and visibility into their complex systems and applications. Our AI-powered observability platform provides real-time monitoring and alerting, along with advanced analytics and reporting tools.

We are committed to the professional growth of our team members. We offer opportunities for advancement in sales, technical expertise, and leadership roles, supporting your long-term career development within a dynamic and innovative environment.

Job overview

Skills and Responsibilities

• Product Demonstration: engage for product demos and technical discussions that showcase Middleware’s innovative solutions, helping you demonstrate your expertise and make a meaningful impact.
• Technical Success and Solutions: Serve as the primary technical point of contact for strategic accounts, designing future-proof solutions and growth strategies.
• Customer Onboarding: Guide customers through the onboarding process, assisting with platform setup, integration, and training to ensure a smooth adoption.
• Proactive Monitoring: Monitor customer accounts for potential issues and proactively address any technical challenges to optimize their experience.
• Technical Troubleshooting: Diagnose and resolve complex technical issues, working closely with the engineering team to ensure prompt resolution.
• Product Knowledge and Training: Develop a deep understanding of our platform and keep up-to-date with the latest features and enhancements. Conduct training sessions and write comprehensive technical documentation to maximize customers' product utilization.
• Customer Feedback and Advocacy: Actively gather customer feedback, sharing insights with the product team to drive continuous improvement. Be a customer advocate within the company.
• Renewals and Upsells: Collaborate with the sales team to identify upsell opportunities and serve as the technical expert as needed throughout the renewal process.

Qualification and experience

• Minimum 3+ years in a hands-on technical role in the Cloud SaaS or observability space as a Support Engineer, Software Engineer, Sales Engineer, or Technical Success Manager
• Minimum 2+ years of experience in product demonstration, POC (point of concept), onboarding customers, and implementation of the observability platform.
• Minimum 2+ years in a customer-facing role focused on troubleshooting and solution delivery
• Strong technical background with intimate knowledge of cloud architectures, containers, applications, and observability tools
• Excellent written and verbal communication skills, with experience translating complex technical topics to non-technical audiences
• Proven ability to accurately diagnose and resolve technical issues (bugs, error messages, etc) efficiently and effectively
• A passion for delivering exceptional customer experiences, engaging with customers, and driving customer success
• Ability to work collaboratively across cross-functional teams to achieve common goals
• Thrive in a fast-paced startup environment, comfortable adapting quickly to changing priorities
• Prior experience in selling APM, logs, or cloud-native monitoring platforms (Datadog, New Relic, Grafana, etc.) is highly preferred.
• Strong understanding of DevOps workflows, cloud infrastructure (AWS, GCP, Azure), containers (Docker/Kubernetes), and CI/CD pipelines.
• Excellent communication skills
• Comfortable working in U.S. time zones and collaborating remotely with distributed teams
• Must have an engineering graduation (B.E, B.Tech, MCA).