Professional Services - USA

Enterprise AI is moving from pilots to production, and the constraint is no longer the model — it's the data. Agents are only as good as what they can sense, trust, and act on in the moment, and real-time, event-driven data is becoming the foundation every serious AI system runs on.

Solace is the leading real-time data platform for the enterprise AI era. Established enterprises worldwide — including RBC Capital Markets, Bosch, Heineken, PSA Singapore, United Airlines, Schwarz Group, and hundreds more — have built their business around Solace to enable intelligent, real-time experiences, modernize their application and integration landscape, and create seamless digital journeys for their customers, partners, and employees.

So, the next time you drive a car, order furniture online, fly in a plane, check your bank balance on your phone, your positive experience could be a direct result of our technology—and your hard work!

About the Role

Our customers with the most demanding deployments subscribe to Advanced Services. These are the enterprises where Solace is carrying something the business cannot do without, and where an outage is a business event rather than a support ticket. They pay for a higher standard of service, and the Service Owner is accountable.

You carry a portfolio of these customers and you own their experience of Solace: how well we understand their environment, how quickly problems get found, how clearly we explain what we are doing about them, and whether the platform keeps up with where their business is heading. This is a continuous relationship rather than a project, and it does not get handed off at the end of a phase. It is yours.

What You’ll Do

Own the customer relationship

Be the named technical contact for a portfolio of Advanced Services customers, and the person inside Solace who understands their environment best

Build the kind of relationship where their architects call you before they make a decision rather than after

Report on service quality and the health of their estate in a way both their engineers and their leadership can act on

Advise them on where the Solace platform is going and which parts of it are worth their attention

Maintain ownership of all open support tickets for your accounts, ensuring they are progressed, accurately documented, and closed promptly

Produce and deliver service status reports for every customer with different levels of detail and frequencies

Own the quality of the service

Keep your customers' environments under active watch so that problems are found by us and not reported by them

Take issues end to end: triage, resolution, documentation and follow-up, including the ones nobody else wants to pick up

Pull in Support, Engineering and the account team when an issue needs them, and stay accountable for the outcome until it is closed

Hold the line on the standard. If the service is falling short for one of your customers, you should be the first to know it and the first to say so

Get new customers to steady state

Lead onboarding for new Advanced Services customers and bring them to a stable, well-understood steady state

Keep onboarding on schedule and raise blockers early instead of letting a date slide quietly

Keep adjusting after go-live until the service fits how the customer actually operates

Keep customers ahead of their own growth

Watch capacity and growth trends and flag what is needed well before it becomes urgent

Keep deployments on supported, current versions and coordinate upgrades with as little disruption as possible

Track advisories and known issues, and tell each customer what, if anything, it means for them

Make the practice better

Improve the playbooks you work from, so the next customer and the next Service Owner both benefit

Feed product gaps, architecture problems and customer education needs back to Product, Account and Customer Success teams

Give the account team the technical credibility they need at renewal, and speak up where a customer would genuinely benefit from more Solace. Growth here comes from running the service well and being straight about what you see, not from a pitch

Use and contribute to the team's operational tooling (Example, Python-based CLIs for monitoring management) to streamline day-to-day service delivery tasks

Location and travel

This role can be based anywhere in Canada, the United States or Mexico, and the work is mostly remote

Travel is light but not zero. Expect a handful of customer visits a year for onboarding, service reviews, and the situations where being in the room is worth more than being on the call

About You

You take ownership. You treat the customer's environment as yours to look after, and you follow up on things without being chased

You want to know why. Restarting the broker is not a root cause, and you are not satisfied until you can explain what actually happened

You can write and you can present. A report a director will read, and a troubleshooting call with their engineers, are both well within range

You work well without scaffolding. Several customer relationships at once, no two days the same, and nobody planning your week for you

What You’ll Bring to the Role

Required

5+ years in professional services, technical consulting, managed services or enterprise infrastructure operations, in a customer facing role

Hands-on experience with event-driven architecture, messaging middleware or distributed systems (Solace, Kafka, IBM MQ,TIBCO, RabbitMQ or similar)

Strong troubleshooting instincts across the application, middleware, network and cloud layers, plus the discipline to write down what you found

Experience with monitoring and observability tooling

Scripting and automation ability, Python preferred

Working knowledge of Kubernetes, containerized deployments and at least one of AWS, Azure or GCP

Excellent written and verbal communication with both technical and business audiences

Highly organized and self-directed, comfortable running several customer relationships at the same time

Preferred

Direct Solace Platform experience in any form factor: Solace Cloud, software broker or appliance

Familiarity with MQTT, AMQP, JMS, REST and SMF

Background in managed services, SRE or a NOC, somewhere you were close to the customer rather than behind a queue

ITIL or a similar service management framework

Data center and hardware appliance experience

Hands-on experience with Datadog or an equivalent enterprise observability platform (dashboards, alerting, monitors, notebooks), Datadog specifically is a strong advantage

Spanish or French, which comes in handy across our Americas customer base

What Success Looks Like

In 3 Months

You know your customers' environments, teams and priorities in detail

They treat you as their contact at Solace, and reach out to you first

Your reporting goes out reliably and says something worth reading

In 6 Months

Problems are getting found and addressed before your customers notice them

You run onboarding for new customers and land it on schedule

Support, Customer Success and Sales treat you as the authority on your accounts

In 12 Months

Service quality across your portfolio is consistent, and does not depend on heroics

Capacity and upgrade planning happens well ahead of need rather than in reaction to it

Your customers renew and expand because they can point at what the service did for them

Why You’ll Love Working at Solace

At Solace, we’re all about smart people, meaningful work, and good vibes.

Work with brilliance – Our team is packed with some of the sharpest minds in the industry.

Balance matters – We believe work should fit into your life, not the other way around.

Hybrid-first – Flexibility is built into how we work, so everyone feels included and empowered.

Values-driven – We live and breathe our core values: craftsmanship, t