Solutions Engineering Lead

About AirOps

Today thousands of leading brands and agencies use AirOps to win the battle for attention with content that both humans and agents love.

We’re building the platform and profession that will empower a million marketers to become modern leaders — not spectators — as AI reshapes how brands reach their audiences.

We’re backed by awesome investors, including Unusual Ventures, Wing VC, Founder Collective, XFund, Village Global, and Alt Capital, and we’re building a world-class team with in-person hubs in San Francisco, New York, and Montevideo, Uruguay.

Role Overview

We're seeking an experienced Solutions Engineering Lead to lead our post-sales technical team. This role sits at the critical intersection of customer success, technical implementation, and business value realization. You'll guide a team of Solutions Engineers who transform client needs into effective AI workflows while continuously improving our service delivery model.

Post-sales technical excellence is a key differentiator for AirOps. Your leadership will ensure customers successfully implement our LLM-powered solutions in ways that drive measurable business impact, leading to stronger retention and expansion opportunities.

Key Responsibilities

Team Leadership & Development

• Lead and develop a team of Solutions Engineers focused on post-sales implementation and customer success

• Provide technical oversight for complex implementations, ensuring quality and alignment with customer success metrics

• Create training materials that empower customers to self-serve where appropriate while identifying opportunities for high-value engagement

AI/LLM Technical Implementation

• Design and implement AI/LLM solutions that solve real business problems, with deep understanding of prompt engineering, context handling, and retrieval techniques

• Translate complex LLM capabilities into practical workflow implementations that deliver clear ROI

• Optimize LLM performance across different use cases, including understanding when to use RAG, fine-tuning, or other techniques

Process & Standards Development

• Refine our post-sales playbook, establishing repeatable processes while maintaining flexibility for unique customer needs

• Build a library of vertical-specific AI workflows that demonstrate clear ROI and can be efficiently deployed

• Establish implementation metrics that balance speed, quality, and customer satisfaction

Cross-Functional Collaboration & Strategy

• Partner with Product, Sales, and CX teams to identify common customer challenges and turn them into scalable AI solutions

• Bridge technical complexity with business outcomes, ensuring implementations focus on value rather than just technical completion

• Identify expansion opportunities within existing accounts based on usage patterns and business needs

Experience & Skills

• 7+ years of experience in technical customer-facing roles with at least 3 years in management

• Strong technical foundation in software implementation, with experience in SaaS platforms and workflow automation

• Demonstrated success leading post-sales technical teams in a high-growth environment

• Proven ability to translate technical capabilities into business value propositions

• Track record of improving implementation processes and customer success metrics

• Experience with workflow automation tools like Zapier, Make, or similar platforms

• Excellent communication skills with the ability to explain complex technical concepts to various stakeholders

• Data-driven approach to measuring implementation success and team performance

• Problem-solving mindset with the ability to identify root causes of implementation challenges

• Coding experience in Python or JavaScript preferred but not required

Nice to Have

• Experience with AI/LLM technologies including practical application of prompt engineering, retrieval augmented generation, and AI workflow design

• Demonstrated understanding of LLM limitations and how to design solutions that mitigate these challenges

What Sets the Right Candidate Apart

• You understand the AI landscape and can effectively navigate the rapidly evolving capabilities of LLMs

• You can design AI workflows that balance automation with appropriate human oversight

• You're a builder at heart who understands both the technical and business sides of AI implementation

• You recognize that successful implementations must be measured by business outcomes, not just technical completion

• You can strike the right balance between standardization and customization in AI solutions

• You're passionate about AI's potential but pragmatic about how to apply it to real business problems

• You have experience transforming technical AI capabilities into repeatable workflow templates

• You understand that each vertical has unique needs that require tailored approaches to AI implementation

• You can navigate the line between being too technically focused and not technical enough

Our Guiding Principles

1. Extreme Ownership

2. Quality

3. Curiosity and Play

4. Make Our Customers Heroes

5. Respectful Candor

Benefits

• Equity in a fast-growing startup

• Competitive benefits package tailored to your location

• Flexible time off policy

• Generous parental leave

• A fun-loving and (just a bit) nerdy team that loves to move fast!