Solutions Engineer (Customer Integrations)

Captur helps software understand real world scenes in real-time with an SDK for flexible, on-demand visual recognition. We’re a small, rapidly scaling team backed by top-tier investors; we recently closed a $6M seed round to accelerate product and go-to-market growth. We are global leaders in edge ML and have validated +150M images on-device for enterprise customers such as Lime. Next, expanding as a horizontal platform across use cases that require real-time speed, high volume and coverage across a wide range of mobile devices. 

You’ll be the technical authority customers speak to when integrating our SDK. Your day will include live debug sessions, ticket triage, onboarding calls, running demos on technical sales calls and sharpening our release and onboarding playbooks. You’ll help the business move faster by reducing engineering context-switching and by making sure problems are reproduced, scoped and prioritised correctly. This is a hands-on, customer-facing, technical role — ideal for someone with mobile/SDK experience who likes to unblock teams and customers. You’ll report to the Head of Mobile and work closely with our Account Executives and Customer Success Managers based in New York.

• Customer onboarding & enablement
• • Run and own technical onboarding for new customers: integration documentation, sample apps and hands-on sessions with client engineers
  • Answer onboarding questions, reduce integration time and produce clear how-tos for common problems
• Technical triage & bug management
• • Triage SDK-related issues raised by clients: reproduce where possible, identify root causes and create clear, prioritised tickets for Engineering (with logs, repro steps and impact)
  • Maintain a triage pipeline and SLA for first response and repro
• Release & version management
• • Own release communications for customers: versioning notes, migration guidance, and rollout coordination
  • Track post-release health metrics and gather client feedback after new SDK releases
• Monitoring & incident investigation
• • Use Datadog to monitor SDK health, investigate spikes, de-duplicate low-signal crash reports and escalate real issues with clear repro and impact
  • Create one-page troubleshooting guides for the most common integration and crash issues
  • Own alert rules and keep Datadog dashboard current
• Documentation & process
• • Create and maintain onboarding docs, troubleshooting guides and sample apps
  • Formalise bug-reporting templates and the developer-facing ticket format so Engineering gets actionable tickets
• Cross-functional feedback loop
• • Act as the technical point of contact for CS and Sales; feed product/engineering with customer requests, usability issues and feature ideas
  • Participate in later-stage sales calls as the technical voice; you won’t carry a quota or own contracting
• Continuous improvement
• • Proactively suggest improvements to the SDK, onboarding flow and monitoring to reduce churn and integration time
  • Run periodic “integration health” reviews with customers and internal stakeholders

• 30 Days: Learn and connect
• • Get familiar with internal processes, crash reporting and monitoring (Datadog)
  • Meet key customers and document current onboarding pain points
  • Shadow onboarding sessions and support one live onboarding with Engineering
• 60 Days: Own triage and onboarding
• • Be the technical point of contact for existing clients; respond to incoming tickets with clear repro steps and prioritisation
  • Deliver a formalised bug reporting and triage process (template + SLAs)
  • Confidently answer day-one onboarding questions from new customers
• 90 Days: Stabilise & improve
• • Scope and agree release technologies and process ahead of the SDK revamp
  • Proactively drive iterative improvements in onboarding and release management (playbooks, sample apps, troubleshooting guides)
  • Demonstrate reduced engineering interruptions (e.g., fewer context-switch tickets, higher-quality tickets)

Example Success Metrics: Median time-to-first-response for customer technical tickets, median integration time, customer satisfaction on onboarding

• Strong customer-facing skills - you have experience with enterprise pre-sales / technical sales support (joining sales calls, scoping proof of concepts, managing integrations) and can run technical calls with client engineers and commercial teams
• Experience with CI/release tools, package managers (CocoaPods, Swift Package Manager, Maven, npm) and clean versioning/migrations
• Experience using crash/monitoring tools (Datadog, Sentry, Crashlytics or similar)
• Practical knowledge of networking/auth/API interactions common in mobile SDK integrations
• Experience with native mobile development (Kotlin or Swift)
• Comfortable debugging mobile issues and reading logs — able to reproduce simple issues locally or via sample apps
• Solid ticketing discipline: able to write clear bug reports with repro steps, impact, logs and prioritisation
• Based in the UK (London preferred) and able to work from our London office at least 1 day per week on an ongoing basis

• Built or maintained SDKs used by external developers

• Familiarity with common Computer Vision pipelines and ML Ops basics for mobile development

• Exposure to Datadog dashboards and metrics instrumentation best-practices

• Able to work from our London office 3 days per week during the first 3 months to speed up pairing and knowledge transfer