Solutions Engineer - USA

About SightCall

SightCall is the global leader in Visual Service Intelligence, helping leading Field Service and Customer Service organizations address rising service complexity, higher customer expectations, and declining technical expertise. Founded in 2008 and headquartered in San Francisco with offices in Paris, London, and Frankfurt, SightCall serves 150+ enterprise customers and 300,000+ users across more than 1M annual visual support sessions.

As products grow more complex and experienced talent retires, SightCall enables service organizations to scale expertise, improve technician performance, and resolve issues faster. Unlike language-only AI models, SightCall combines live visual assistance, augmented reality, and multimodal AI to interpret images, video, and real-world context. This powers a modern service model built on Remote Service Intelligence—where AI can effectively “see”, guiding inspections, diagnostics, and fixes with confidence.

About the Role

Location: USA (Remote-in-country, with up to 25% travel nationwide)

As a Solutions Engineer at SightCall, you will play a crucial role in leading technical pre-sales engagements with our top-tier Fortune 1000 / Global 2000 enterprise clients. As key members of the field sales team, SEs wear multiple ‘hats’: from high-level product demos to explaining solution capabilities and mapping SightCall into customer workflows, integrations, and service processes. This strategic role offers significant opportunities to enable customer and sales success via the SightCall Visual Service Intelligence platform and to have a direct impact on SightCall’s product roadmap.

Responsibilities

• Engage across all stages of the customer sales cycle, from product demonstrations and presentations to solution architecture and RFI/RFP responses.
• Lead structured discovery to uncover service challenges, gaps in expertise, and opportunities to apply Visual Assistance and multimodal AI to measurable customer outcomes.

• Translate customer workflows, KPIs, and pain points into differentiated SightCall solutions aligned with the Visual Service Intelligence framework.

• Scope and manage Proof of Value and targeted technical validation events, building outcome-centric evaluation plans with jointly agreed success criteria that demonstrate measurable impact on metrics such as FTFR, onboarding time, and service cost.
• Work as a strategic partner with your in-region Account Executives, shaping deal strategy, qualification, competitive positioning, and objection handling.
• Partner with global teams including the Solutions Engineering, Customer Success, Technical Account Management, and Product Management teams to enhance product features, share best practices, and strengthen go-to-market execution.
• Become proficient in SightCall’s platform capabilities, integrations, and value propositions to confidently support sales conversations and evaluation cycles.
• Articulate the role of multimodal AI, Knowledge Capture, and Xpert Knowledge within customer service transformation — without requiring deep AI engineering expertise.
• Represent SightCall at industry events, partner engagements, and customer meetings with compelling demos, relevant use cases, and thought leadership around Visual Service Intelligence and service transformation.

Requirements

• Minimum of 3 years in customer-facing technical roles such as sales/solutions engineering or customer success, focusing on enterprise clients.

• Proven ability to run structured discovery and support value-based, consultative enterprise sales cycles.

• Strong experience in SaaS solutions, with experience of contact center or CRM SaaS solutions preferred. Experience in at least two of the following is preferred, but not essential:

• Cloud/SaaS fundamentals: security, scalability, tenancy, media encryption
• REST APIs & basic integration concepts
• CRM/FSM/Service integrations (Salesforce, Genesys, Microsoft Dynamics, ServiceMax, Zendesk, ServiceNow)
• Single Sign-On protocols: oAuth2.0, SCIM, SAMLv2
• Video / WebRTC fundamentals
• Ability to explain multimodal AI and visual knowledge concepts in business terms
• Comfort working with technical teams to translate customer requirements into achievable integration patterns

• Preferred – but not required – familiarity with AI concepts including: LLM/RAG basics, embeddings/vector DB concepts, prompt engineering, OCR/visual detection concepts, and a working understanding of human-in-the-loop editorial workflows.
• Exceptional customer-facing skills, including the ability to deliver compelling presentations and demonstrations.
• Comfort discussing high-level enterprise security topics such as media encryption, key management, SSO, RBAC, and audit requirements. See our trust documentation: https://trust.sightcall.com.

Why Join SightCall?

At SightCall, we recognize that innovation is driven by people, and we’re committed to fostering an inclusive and diverse environment that encourages creativity and collaboration. We offer competitive salaries, comprehensive benefits, and substantial opportunities for career advancement.

Recruitment Process

After initial application and CV screening, we will contact you to arrange:

• Introductory interview with hiring manager
• Technical interview with hiring manager
• Interview with COO
• Interview with HR
• Offer

In exceptional cases, stages may be either added or removed. The recruitment process is designed to be collaborative and to find a mutual fit for both the candidate and SightCall.

As such, please do not hesitate to ask questions at any point during the hiring process. SightCall is committed to providing candidate feedback, if asked, for all candidates who progress to an introductory interview or later for this position.