Solutions Engineer

Captur helps software understand real world scenes in real-time with an SDK for flexible, on-demand visual recognition. We’re a small, rapidly scaling team backed by top-tier investors; we recently closed a $6M seed round to accelerate product and go-to-market growth. We are global leaders in edge ML and have validated +150M images on-device for enterprise customers such as Lime. Next, expanding as a horizontal platform across use cases that require real-time speed, high volume and coverage across a wide range of mobile devices.

You’ll be the technical authority customers speak to when integrating our SDK. Your day will include live debug sessions, ticket triage, onboarding calls, running demos on technical sales calls and sharpening our release and onboarding playbooks. You’ll help the business move faster by reducing engineering context-switching and by making sure problems are reproduced, scoped and prioritised correctly. This is a hands‑on, customer‑facing, technical role — ideal for someone with mobile/SDK experience who likes to unblock teams and customers.

You’ll report to the Head of Mobile and work closely with our Account Executives and Customer Success Managers based in New York.

• Run and own technical onboarding for new customers: integration documentation, sample apps and hands‑on sessions with client engineers
• Answer onboarding questions, reduce integration time and produce clear how‑tos for common problems

• Triage SDK‑related issues raised by clients: reproduce where possible, identify root causes and create clear, prioritised tickets for Engineering (with logs, repro steps and impact)
• Maintain a triage pipeline and SLA for first response and repro

• Own release communications for customers: versioning notes, migration guidance, and rollout coordination
• Track post‑release health metrics and gather client feedback after new SDK releases
• Use Datadog to monitor SDK health, investigate spikes, de‑duplicate low‑signal crash reports and elevate real issues with clear repro and impact
• Create one‑page troubleshooting guides for the most common integration and crash issues
• Own alert rules and keep Datadog dashboard current

• Create and maintain onboarding docs, troubleshooting guides and sample apps
• Formalise bug‑reporting templates and the developer‑facing ticket format so Engineering gets actionable tickets

• Act as the technical point of contact for CS and Sales; feed product/engineering with customer requests, usability issues and feature ideas
• Participate in later‑stage sales calls as the technical voice; you won’t carry a quota or own contracting
• Proactively suggest improvements to the SDK, onboarding flow and monitoring to reduce churn and integration time
• Run periodic “integration health” reviews with customers and internal stakeholders

• Get familiar with internal processes, crash reporting and monitoring (Datadog)
• Meet key customers and document current onboarding pain points
• Shadow onboarding sessions and support one live onboarding with Engineering

• Be the technical point of contact for existing clients; respond to incoming tickets with clear repro steps and prioritisation
• Deliver a formalised bug reporting and triage process (template + SLAs)
• Confidently answer day‑one onboarding questions from new customers
• Scope and agree release technologies and process ahead of the SDK revamp
• Proactively drive iterative improvements in onboarding and release management (playbooks, sample apps, troubleshooting guides)
• Demonstrate reduced engineering interruptions (e.g., fewer context‑switch tickets, higher‑quality tickets)

Median time‑to‑first‑response for customer technical tickets, median integration time, customer satisfaction on onboarding

• Strong customer‑facing skills - you have experience with enterprise pre‑sales / technical sales support (joining sales calls, scoping proof of concepts, managing…