AI Adoption Engineer - West

Job description

ABOUT TRAVERSAL Traversal https://www.traversal.com/ is the AI Site Reliability Engineer (SRE) for the enterprise—already trusted by some of the largest companies in the world to troubleshoot, remediate, and even prevent the most complex production incidents. Our mission is to free engineers from endless firefighting and enable them to focus on creative, high-impact work. Our roots remain deeply embedded in AI research, and we’re channeling that scientific rigor and creativity into building the premier AI agent lab for the enterprise. Hence, what we’re proudest of is assembling the most talented yet nicest group of individuals, including researchers from MIT, Harvard, and Berkeley, to world-class engineers from industry: Citadel Securities, Cockroach Labs, Datadog, DE Shaw, ServiceNow, Glean, Perplexity, Pinecone, and more, to take on one of the hardest problems for AI to solve. Without the entire team, none of this would be possible. THE ROLE As an AI Adoption Engineer you are a technically fluent, commercially aware practitioner who moves a customer through four adoption phases — Activation, Scaling, Optimization, and Value Realization — and owns the outcome at each step. You will run enablement sessions, debug accuracy failures, engineer custom prompts, drive quarterly business reviews, gather product feedback, drive product changes, and surface expansion opportunities. Traversal is an AI SRE platform that delivers root cause analysis and incident resolution with causal reasoning inside the workflows engineers already use — Slack, ServiceNow, and more. Our customers run some of the most demanding production systems on the planet: global financial networks, cloud-native infrastructure, mission-critical digital commerce. We sell a consumption-based product. The selling never stops, and adoption work never stops. Every customer touchpoint is an opportunity to drive more usage — and more value. Today our Field Deployment Engineers own implementation. Once a customer is live, the next chapter begins: getting them to the point where Traversal is the first tool engineers reach for on every incident, renewal is a formality, and expansion is a natural conversation. That chapter belongs to the AI Adoption Engineer (AAE). RESPONSIBILITIES Customer Ownership - Own all four adoption phases end-to-end for a portfolio of enterprise accounts, from first post-deployment kickoff through renewal signature. - Maintain a customer-specific 30/60/90 roadmap, updated weekly and reviewed in every customer sync. - Run every customer-facing meeting type in the process: kickoffs, team enablement sessions, bi-weekly product feedback calls, power-user 1:1s, weekly syncs, exec/leadership syncs, and Quarterly Business Reviews. - Publish a monthly async leadership update to each account’s executive sponsors — written, concise, and built on real usage data. Technical Depth - Own customer-specific integrations, custom prompt engineering, and edge-case debugging for each assigned account. - Instrument and maintain accuracy tracking in collaboration with the customer — ensuring the dataset is customer-owned and credible, not vendor self-reported. - Identify and capture failure modes through power-user 1:1s, then work with the product team to translate them into roadmap items. - Debug and resolve platform issues surfaced during adoption, coordinating with engineering when needed. - Push for service-launch integration — getting Traversal wired into customer OAR/compliance checklists so every new service enables it by default. Cross-Functional Contribution - Synthesize customer feedback into structured product roadmap input for engineering and product leadership. - Contribute to the adopt-traversal-sas cross-account Slack community, connecting power users across the customer base. - Maintain and update per-team enablement decks, keeping them current with each major release. REQUIREMENTS - 5+ years in a technical customer-facing role: solutions engineering, solutions architecture, technical account management, or customer success engineering at an enterprise software or infrastructure company. - Genuine technical depth — you can read logs, understand distributed systems failures, and have a point of view on why an AI agent produced a wrong root cause. You don’t need to write production code daily, but you need to be credible in a room full of senior SREs. - Demonstrated ability to run executive-level conversations and engineer-level conversations in the same week with the same customer. You adjust without losing credibility at either level. - Experience driving adoption of a technical product with a complex, multi-stakeholder customer — not just managing the relationship, but actively changing how people work. - Strong written communication. Your monthly leadership updates, enablement decks, and QBR narratives will be the customer’s primary record of why Traversal is worth renewing. - Comfort with ambiguity and a builder’s instinct — this is an early-stage role; the playbook exists but you will extend it. NICE TO HAVE - Background in observability, AIOps, ITSM, or incident management — you understand the workflows Traversal lives inside. - Experience as an SRE or FDE - Experience with Slack-based enterprise workflows, ServiceNow, or Splunk as a practitioner or integrator. - Familiarity with consumption-based or credit-based SaaS pricing models and what they mean for customer behavior. - Prior experience at a company that sold to infrastructure, platform, or SRE teams at large enterprises. - Exposure to prompt engineering or AI product configuration — you don’t need to be an ML engineer, but you should understand why a system prompt matters. - History of turning a skeptical power user into a champion — you have a story about this. COMPENSATION We offer competitive compensation, startup equity, health insurance, and additional benefits. The U.S. base salary range for this full-time, in-person role in New York is $150,000 - $300,000 OTE , plus equity and benefits. Our salary ranges are based on location, level, and role. Individual compensation is determined by experience, skills, and job-related knowledge. WHY YOU SHOULD JOIN US We’ll make sure you’re fully supported with health insurance, a great tech setup, flexible time off, and plenty of in-office snacks. We offer competitive salary and equity packages, and take thoughtful consideration with every hire on our small, high-impact team. Working here means owning meaningful parts of the product, having the flexibility to move fast, and learning constantly. This is a place to grow your career, make a real impact, and help define a new category of infrastructure software.