About Traversal
Traversal is the AI Site Reliability Engineer (SRE) for the enterprise—already trusted by some of the largest companies in the world to troubleshoot, remediate, and even prevent the most complex production incidents. Our mission is to free engineers from endless firefighting and enable them to focus on creative, high-impact work.
The Role
As an AI Adoption Engineer you are a technically fluent, commercially aware practitioner who moves a customer through four adoption phases — Activation, Scaling, Optimization, and Value Realization — and owns the outcome at each step. You will run enablement sessions, debug accuracy failures, engineer custom prompts, drive quarterly business reviews, gather product feedback, drive product changes, and surface expansion opportunities.
Responsibilities
Customer Ownership
- Own all four adoption phases end-to-end for a portfolio of enterprise accounts, from first post-deployment kickoff through renewal signature.
- Maintain a customer-specific 30/60/90 roadmap, updated weekly and reviewed in every customer sync.
- Run every customer-facing meeting type in the process: kickoffs, team enablement sessions, bi-weekly product feedback calls, power-user 1:1s, weekly syncs, exec/leadership syncs, and Quarterly Business Reviews.
- Publish a monthly async leadership update to each account’s executive sponsors — written, concise, and built on real usage data.
Technical Depth
- Own customer-specific integrations, custom prompt engineering, and edge-case debugging for each assigned account.
- Instrument and maintain accuracy tracking in collaboration with the customer — ensuring the dataset is customer-owned and credible, not vendor self-reported.
- Identify and capture failure modes through power-user 1:1s, then work with the product team to translate them into roadmap items.
- Debug and resolve platform issues surfaced during adoption, coordinating with engineering when needed.
- Push for service-launch integration — getting Traversal wired into customer OAR/compliance checklists so every new service enables it by default.
Cross-Functional Contribution
- Synthesize customer feedback into structured product roadmap input for engineering and product leadership.
- Contribute to the adopt-traversal-sas cross-account Slack community, connecting power users across the customer base.
- Maintain and update per-team enablement decks, keeping them current with each major release.
Requirements
- 5+ years in a technical customer-facing role: solutions engineering, solutions architecture, technical account management, or customer success engineering at an enterprise software or infrastructure company.
- Genuine technical depth — you can read logs, understand distributed systems failures, and have a point of view on why an AI agent produced a wrong root cause.
- Demonstrated ability to run executive-level conversations and engineer-level conversations in the same week with the same customer.
- Experience driving adoption of a technical product with a complex, multi-stakeholder customer.
- Strong written communication.
- Comfort with ambiguity and a builder’s instinct.
Nice to Have
- Background in observability, AIOps, ITSM, or incident management.
- Experience with Slack-based enterprise workflows, ServiceNow, or Splunk as a practitioner or integrator.
- Familiarity with consumption-based or credit-based SaaS pricing models.
- Exposure to prompt engineering or AI product configuration.