Solutions Engineer, Strategic

WHO WE ARE Serval http://serval.com/ is the AI-native enterprise service management platform that automates the work legacy IT service management tools only track. Our AI agents build the automations that power employee support, then resolve requests against them instantly—helping teams across IT, HR, finance, legal, and beyond automate work within one governed platform. Companies including Fox, Live Nation, Notion, Ramp, and Lucid Motors run on Serval. Headquartered in San Francisco, we’ve raised $277 million from investors including Sequoia Capital, Redpoint Ventures, First Round, General Catalyst, and Elad Gil, most recently a $150 million Series C at a $3 billion valuation. We’re building a team that moves quickly, takes ownership, and wants to make a meaningful impact on how the world’s largest organizations work. Come help us build what’s next for enterprise service management. ROLE OVERVIEW This is our founding Solutions Engineer: the first technical seller at Serval and the person who defines what world-class solutions architecture looks like here. You'll own the technical side of the pre-sales cycle for prospective strategic customers, sitting across the table from sophisticated IT and security buyers who test every claim we make. Your job is to earn their trust, prove the platform, and win the technical decision. Because you're first, you're not inheriting a playbook, you're writing it: partnering directly with our GTM leaders and account executives, shaping how we demo and run technical evaluations, and building the technical foundation the next ten SAs will use. WHO YOU ARE - A builder at heart, able to scope what matters, stand up a demo or proof-of-value yourself, and ship it. - Deeply technical and credible, the kind of person who earns the respect of CIOs, Heads of IT, and security leaders in the first meeting. - A trusted advisor by instinct, who listens for the real problem and proves value in the sales cycle rather than pitching features. - Living on the AI frontier, fluent in how agents and LLM-powered systems get deployed and governed inside the enterprise. - Comfortable in ambiguity, owning your work end-to-end, and moving without waiting to be told what to build next. WHAT YOU'LL DO - Run the technical sales motion with AEs: discovery, architecture, demos, whiteboard sessions, executive briefings, and the security review that wins technical buy-in. - Go deep on integrations with the prospect's stack, including identity providers (Okta, Entra), ITSM and ticketing, MDM, HRIS, cloud, and the SaaS apps Serval provisions against. - Translate unique technical environments, requirements, and goals into a scoped set of value-based use cases and success criteria for pilot. - Be the credible voice on security and access, fluent in guardrails, approval workflows, least-privilege and just-in-time access, audit logging, and the compliance questions security teams press on. - Execute a clean handoff to Deployment at pilot kickoff, with full technical context, then roll off the account. - Build the foundational SA toolkit from scratch: demo environments, reference architectures, evaluation frameworks, technical FAQs, and competitive positioning. - Act as the bridge between the field and product, capturing the hardest objections and feature gaps and working directly with engineering to close them. WHAT YOU'LL NEED - 10+ years in solutions architecture, sales engineering, or a comparable pre-sales technical role at a high-growth B2B software or infrastructure company. - A track record of selling technical products to senior IT and security buyers, with hands-on credibility in front of CIOs, Heads of IT, and security leaders. - Genuine technical depth: you can hold your own in an architecture review, debug an integration live, and answer a sharp security question without reaching for a deck. - Working fluency with the modern IT and identity stack, including IdPs and SCIM, ITSM and ticketing, SaaS administration, APIs, and how access is granted and revoked across an org. - Excellent communication and storytelling, translating complex concepts for both engineers and executives. - A builder's instinct and high ownership, energized by being first and motivated to create the systems that scale a team. - Experience with ITSM, IGA, access management, security, or AI automation products is a strong plus. WHAT WE OFFER - Impact: Be a key player in shaping the success of our product and company. - Growth: Build a fundamentally new AI product offering with the support of our experienced team and investors. Grow rapidly with the company. - Culture: Join a culture that values innovation, ownership, accountability, and fun.