PlexTrac

Full-stack Engineer

• Lead technical strategy and architecture for our Gen-AI initiatives: model selection, data pipelines, infrastructure, inference, monitoring, and cost controls
• Build and ship production AI embedded products (prompt orchestration, fine-tuning pipelines, retrieval-augmented generation, model serving, observability)
• Be the principal engineer for AI: hands-on coding, designing APIs, owning reliability and performance at scale
• Translate technical tradeoffs to non-technical stakeholders (product, sales, execs) and create clear decision frameworks
• Mentor engineers, set engineering standards, and grow the AI engineering playbook (tests, data quality, safety guardrails)
• Drive vendor & model strategy (open-source vs hosted LLMs)

Gen AI Staff Engineer

Technical Customer Success

• Serve as the primary technical point of contact for assigned customers, understanding their technical requirements and challenges
• Act as a trusted partner to customers by providing clear and proactive communication across Slack, email, and phone.
• Provide technical guidance and support to customers during onboarding, implementation, and throughout the customer lifecycle
• Troubleshoot technical issues, identify root causes, and work collaboratively with internal teams (such as engineering, product, and support) to resolve customer problems
• Assist customers in configuring and customizing our products to meet their specific requirements
• Deliver technical product demonstrations and training sessions to educate customers about product features and best practices
• Document customer interactions, technical solutions, and best practices to build a knowledge base for the team and customers
• Identify upsell and cross-sell opportunities by understanding customer needs and suggesting relevant products/services
• Gather customer feedback and insights and communicate them to the product and engineering teams to drive continuous improvement of our offerings
• Collaborate with the sales team to ensure a smooth handover from the sales process to post-sales support
• Create customer-facing knowledge articles to drive self-service within our external and internal customer base

Customer Success Engineer

Account Manager

• Own and manage the renewal pipeline for SaaS customers, including pentesting consulting firms, internal security teams, and enterprise InfoSec departments
• Build strong, trust-based relationships with stakeholders including security engineers, pentesters, compliance leads, and CISOs
• Proactively identify churn risks by understanding customer security workflows, product usage patterns, and evolving compliance needs
• Collaborate with Customer Success and Product teams to align on feature adoption and technical outcomes, particularly around vulnerabilities, assessment tracking, and compliance use cases
• Work alongside Account Executive and Solution engineers to plan and executive on strategic Sales strategies
• Identify and promote expansion and upsell opportunities related to platform modules (e.g., reporting automation, integrations, multi-tenant access, audit trail features)
• Manage contract renewals and procurement cycles, including working with legal and IT security reviewers when needed. Maintain accurate forecasting and deal tracking in Salesforce or similar CRM, and provide regular updates on pipeline health.

Gen AI Staff Engineer

Customer Success Engineer

Renewal Account Manager