Austin, TX | On-site | Competitive salary + equity

About Us

Watchful is building AI-powered remote video guarding for real-world sites. Our platform helps property and facilities teams protect locations with AI-heavy operations instead of expensive, human-heavy monitoring.

We’re hiring a Customer Solutions Engineer in Austin to sit at the intersection of customers, sales, product, and engineering. This is not a pure support role, not a full-time software engineering role, and not a field technician role. It is a hands-on customer-facing technical role for someone who can debug messy real-world problems, keep customers calm, and build lightweight tools or scripts to make repeated work disappear.

What you’ll do

You’ll spend your time roughly across:

• 40% technical support and escalations: investigate customer issues, debug technical problems, and drive them to resolution.
• 25% customer onboarding: help new customers and sites get live successfully.
• 20% light engineering and tooling: build scripts, small tools, internal automations, or simple integrations that reduce manual work.
• 15% pre-sales technical support: join sales conversations, answer technical questions, and help customers understand what is possible.

Responsibilities

• Own and resolve customer technical issues across onboarding, deployment, and live operations.
• Work directly with property managers, facilities teams, and IT or networking contacts.
• Debug issues involving customer environments, IoT devices, networking, integrations, and platform behavior.
• Coordinate customer onboarding so new sites move from signed to live without unnecessary drag.
• Support sales with practical technical answers during customer calls.
• Build lightweight scripts, tools, or workflows to remove repeated manual effort.
• Translate customer problems into clear feedback for product and engineering.
• Stay calm and useful when customers are frustrated or issues are ambiguous.

You may be a fit if you