Customer Solutions Engineer

As a Customer Solutions Engineer at TRM Labs, you own the technical relationship with US federal and national-security customers from discovery through live deployment. You propose business processes and technical architectures, demonstrate and customize the TRM platform, integrate TRM APIs into mission workflows, and support customers in succeeding with AI-powered intelligence solutions that help agencies investigate and disrupt crime.

What you'll do

• Own and deliver end-to-end TRM solutions, from understanding complex customer requirements to designing advanced business processes, customizing the platform, integrating TRM APIs, and conducting testing and training.
• Act as the go-to technical consultant during discovery calls with key customers and prospects, documenting intricate technical requirements and guiding solution design.
• Present TRM's APIs and architecture, providing detailed guidance on implementation, timelines, and potential challenges while ensuring alignment with the customer's strategic goals.
• Develop and maintain high-quality resources for customer integrations such as API documentation, reference architectures, and implementation guides.
• Cultivate strong relationships with technical stakeholders, providing expert-level support throughout the integration process and troubleshooting issues as they arise.
• Stay current with TRM's evolving product features and technical dependencies to keep customer needs and the product roadmap aligned, advocating for enhancements when necessary.

What you bring

• Professional experience in pre- and post-sales roles such as Solutions Architect, Sales Engineer, Solutions Engineer, or Customer Success Engineer.
• US citizenship (no dual citizenship) is required, driven by TRM's US federal customer base.
• Exceptional customer-facing skills, with the ability to empathize with both technical and non-technical audiences and demonstrate how complex solutions meet their business goals.
• Proven experience collaborating with engineering and product teams to customize API-based SaaS products at scale, including implementation, testing, and launch.
• Comfort scripting in one or more languages such as Python, JavaScript, or TypeScript to build proofs of concept for customers or prototype APIs.
• Strong problem-solving skills, with the ability to prioritize and manage multiple complex tasks independently while maintaining attention to detail.
• High initiative and a proactive approach to identifying opportunities for improvement in both technical solutions and team processes.
• AI fluency, applying AI to accelerate repeatable workflows, structure and solve problems, improve output quality, and increase speed and leverage.

Nice to have

• Previous experience in AI development.

What we offer

• Fully remote, US-based role with core overlap hours between 8:00am and 5:00pm ET.
• Occasional off-hours availability during live mission operations, with no formal on-call rotation or pager obligation.
• Access to a globally distributed, fully remote team that thrives on asynchronous communication and collaboration.

About TRM Labs

TRM Labs is a Series C company backed by Goldman Sachs, Bessemer, Y Combinator, Thoma Bravo, and others, with $220M in total funding. TRM provides AI-powered intelligence solutions that help public and private sector agencies investigate and disrupt crime. Headquartered in San Francisco, TRM operates as a distributed-first company with hubs in Los Angeles, San Francisco, New York, Washington D.C., London, and Singapore.