Cortwo is a well-funded, early Series-A startup based in Dallas, TX, disrupting the internet by creating the first second global network. Join us as we redefine the way people communicate at the largest scale possible.
Role Summary
We are seeking a hands-on and strategic leader to establish and oversee the Pre- and Post-Sales, Deployment, Field Engineering, Solutions Architecture, and Customer Success functions at Cortwo. This individual will be the primary point of contact for customers pre- and post-sale, ensuring seamless deployments, proactive issue resolution, and sustained customer satisfaction. You will collaborate closely with Product, QA, and Engineering teams to drive customer success and ensure Cortwo's solutions deliver maximum value.
This role is on-site in Dallas. In recent years, the DFW metro area has become one of the fastest growing metros in the nation. Dallas is becoming a hub for innovation, and a cosmopolitan city, with restaurants, bars, and endless recreational activities, at a relatively low cost of living. A relocation bonus and moving expenses reimbursement are available for this role.
Key Responsibilities
As the Head of Field Engineering, you will establish and grow the following functions at Cortwo, manage different teams, and provide a full 360 customer centric experience, delivering Cortwo to customers and partners and helping them understand the full value of the platform.
Pre- and Post-Sales Leadership: Serve as the primary liaison for customers during and after the sales process, guiding them through onboarding, deployment, and ongoing engagement.
Deployment Management: Ensure smooth, timely, and successful implementation of Cortwo's solutions at customer sites, tailoring deployments to meet specific customer requirements.
Field Engineering & Troubleshooting: Diagnose and resolve technical issues during deployment and operation, escalating to QA or Engineering as necessary.
Solutions Architecture: Collaborate with customers to understand their unique requirements and design solutions that maximize the value of Cortwo's platform.
Customer Success: Develop long-term relationships with customers, ensuring their needs are met, issues are proactively addressed, and they realize ongoing value from Cortwo's solutions.
Product Feedback Loop: Act as the voice of the customer, providing detailed feedback to the Product team on feature requests, usability enhancements, and potential roadmap opportunities.
Cross-Team Collaboration: Partner with QA to prioritize and escalate issues and work with Engineering to resolve critical bugs or implement fixes.
Metrics & Reporting: Establish KPIs to measure deployment success, customer satisfaction, and issue resolution efficiency. Present findings to leadership to drive improvements.
Qualifications
Leadership Skills: Proven ability to build and lead teams, establish processes, and drive customer satisfaction in a fast-paced environment.
Customer Focus: Passionate about creating exceptional customer experiences and building long-term relationships.
Experience: 8+ years in a customer-facing technical role, such as Post-Sales Engineering, Solutions Architect, Field Engineering, or Customer Success, ideally in a startup environment.
Technical Expertise: Strong understanding of networking, security, and enterprise IT infrastructure. Experience with troubleshooting and solution design is critical.
Problem-Solving: Exceptional ability to diagnose and resolve complex technical challenges with a customer-first mindset.
Collaboration: Experience working closely with Product, QA, and Engineering teams to align on customer needs and ensure timely issue resolution.
Communication: Excellent verbal and written communication skills, with the ability to translate technical concepts into business value for customers.
Why Join Cortwo
Impact: Play a critical role in a startup with a vision at the largest scale.
Growth: Enjoy significant opportunities for professional growth and career development.
Innovation: Work on cutting-edge technology.
Benefits: Competitive compensation, stock options, unlimited PTO, holidays, sick days, top-tier health benefits, a 401(k) program with 6% employer matching, on-site gym membership, fully covered lunch daily, and free parking.