Who We Are
Serval is the AI-native enterprise service management platform that automates the work legacy IT service management tools only track. Our AI agents build the automations that power employee support, then resolve requests against them instantly—helping teams across IT, HR, finance, legal, and beyond automate work within one governed platform.
Companies including Fox, Live Nation, Notion, Ramp, and Lucid Motors run on Serval. Headquartered in San Francisco, we’ve raised $277 million from investors including Sequoia Capital, Redpoint Ventures, First Round, General Catalyst, and Elad Gil, most recently a $150 million Series C at a $3 billion valuation.
We’re building a team that moves quickly, takes ownership, and wants to make a meaningful impact on how the world’s largest organizations work. Come help us build what’s next for enterprise service management.
Role Overview
This is the leader who builds and owns Solutions Engineering at Serval. You'll define the function from the ground up: the strategy, the hiring bar, the playbook, and the technical motion that turns sophisticated IT and security buyers into customers. You'll start as a hands-on, player-coach leader, carrying technical deals yourself while you grow a team of technical sellers, set the standard for how Serval demos and runs technical evaluations, and build the systems SEs will use.
You'll partner directly with the founders, GTM leadership, and Product to make the technical win repeatable and to feed the hardest field signals back into the roadmap. Because the function is new, you’ll get to write the playbook(s).
Who You Are
A builder and a leader: you can scope a deal, stand up a demo, and win the technical decision yourself, and you're energized by turning that instinct into a team that does it at scale.
Deeply technical and credible, the kind of person who earns the respect of CIOs, Heads of IT, and security leaders in the first meeting, and who can coach others to do the same.
A talent magnet who has hired, developed, and retained strong technical sellers, with a clear point of view on what great looks like and a high bar for it.
Living on the AI frontier, fluent in how agents and LLM-powered systems get deployed and governed inside the enterprise.
A systems thinker who builds repeatable processes: demo standards, evaluation frameworks, enablement, and metrics that make the function predictable.
Comfortable in ambiguity, owning outcomes end-to-end, and moving without waiting to be told what to build next.
What You'll Do
Own Solutions Engineering at Serval: the strategy, the hiring plan, the team, and the technical motion that clears the path to pilot for every prospective customer.
Hire, manage, and develop the SE team, starting with the founding Solutions Engineer, and set the standard for technical selling that the next generation of SEs will inherit.
Operate as a player-coach: personally carry strategic and early technical deals (discovery, architecture conversations, security reviews, executive briefings) while building the team that takes them on at scale.
Build the foundational SE toolkit from scratch: demo environments, reference architectures, technical evaluation frameworks, technical FAQs, competitive positioning, and enablement that ramps new hires fast.
Define the technical sales motion alongside the founders and account executives, and codify the controlled scope of value-based use cases and success criteria that turn evaluations into pilots.
Be the senior, credible voice on security and access: guardrails, approval workflows, least-privilege and just-in-time access, audit logging, and the compliance questions security teams press on.
Stand up the metrics and operating cadence for the function: technical win rates, pilot conversion, time-to-value, and the forecasting inputs leadership relies on.
Own a clean handoff to the Deployment team at pilot kickoff, and build the process that makes that handoff repeatable as volume grows.
Act as the bridge between the field and Product: capture the hardest objections and feature gaps, prioritize them with engineering, and bring real customer signal into the roadmap.
What You'll Need
10+ years in solutions engineering, sales engineering, or a comparable pre-sales technical role at a high-growth B2B software or infrastructure company, including 2+ years leading a Solutions Engineering Organization.
A track record of building or scaling a Solutions Engineering function: hiring the team, setting the bar, and creating the systems (demos, eval frameworks, enablement) that make it repeatable.
Proven ability to sell technical products to senior IT and security buyers, with hands-on credibility in front of CIOs, Heads of IT, and security leaders.
Genuine technical depth: you can hold your own in an architecture review, debug an integration live, and answer a sharp security question without reaching for a deck, and you can teach others to do the same.
Working fluency with the modern IT and identity stack, including IdPs and SCIM, ITSM and ticketing, SaaS administration, APIs, and how access is granted and revoked across an org.
Excellent communication and storytelling, translating complex concepts for both engineers and executives, and the leadership presence to represent Serval at the most senior levels.
A builder's instinct and high ownership, energized by being first, defining the function, and creating the systems that scale a team.
Experience with ITSM, IGA, access management, security, or AI automation products is a strong plus.
What We Offer
Impact: Be a key player in shaping the success of our product and company.
Growth: Build a fundamentally new AI product offering with the support of our experienced team and investors. Grow rapidly with the company.
Culture: Join a culture that values innovation, ownership, accountability, and fun.