Customer Solutions Engineer

BUILD A SAFER WORLD. TRM Labs provides AI-powered intelligence solutions that help public and private sector agencies investigate and disrupt crime. TRM's platforms enable investigators to trace illicit activity, build cases, and construct operating pictures of threat networks. Leading agencies and businesses worldwide rely on TRM to make the world safer and more secure. Team & Job Summary: As a Customer Solutions Engineer at TRM Labs, you own the technical relationship with our US federal and national-security customers — from the first discovery call through live deployment. You will propose business processes and technical architectures, demonstrate and customize the TRM platform, integrate TRM APIs into mission workflows, and support customers in succeeding with our solutions. Your success is measured both by the outcomes customers achieve on the platform and by the expertise you feed back into the Solutions Engineering team. The impact you will have: - Own and deliver end-to-end TRM solutions, from understanding complex customer requirements to designing advanced business processes, customizing the platform, integrating TRM APIs, and conducting testing and training for maximum customer impact. - Act as the go-to technical consultant during discovery calls with key customers and prospects, documenting intricate technical requirements and guiding solution design. - Present TRM's APIs and architecture, providing detailed guidance on implementation, timelines, and potential challenges, while ensuring alignment with the customer's strategic goals. - Develop and maintain high-quality resources for customer integrations — API documentation, reference architectures, and implementation guides — so onboarding gets faster for every customer after this one. - Cultivate strong relationships with technical stakeholders, providing expert-level support throughout the integration process and troubleshooting issues as they arise. - Stay current with TRM's evolving product features and technical dependencies to keep customer needs and the product roadmap aligned, advocating for enhancements when necessary. What we’re looking for: - Professional experience in pre- and post-sales roles, such as Solutions Architect, Sales Engineer, Solutions Engineer, or Customer Success Engineer. - US Citizenship is required for this position (no dual citizenship), driven by our US federal customer base. - Exceptional customer-facing skills, with the ability to empathize with both technical and non-technical audiences and demonstrate how complex solutions meet their business goals. - Proven experience collaborating with engineering and product teams to customize API-based SaaS products at scale, including implementation, testing, and launch. - Comfortable scripting in one or more languages to build PoCs for customers or prototype APIs (e.g. Python, JavaScript, TypeScript). - Strong problem-solving skills, with the ability to prioritize and manage multiple complex tasks independently while maintaining attention to detail. - High initiative and a proactive approach to identifying opportunities for improvement, both in technical solutions and in team processes. - Bonus: previous experience in AI development is highly preferred. About the Team: - Solutions Engineering at TRM is a globally distributed, fully remote team that thrives on asynchronous communication and collaboration through Slack channels and detailed documentation. - As a globally distributed team, members may observe different timezones — most of the team overlaps between 8:00am and 5:00pm ET for meetings and collaboration. - We are on the front lines of TRM: experts in our craft, focused on providing support, driving value, and building meaningful relationships with our customers as trusted advisors. - What we learn in the field goes back into the product — this team is a primary source of customer insight for engineering and product. Team Operating Rhythms: - Weekly Customer Syncs - Bi-weekly health syncs - Associated POD calls with the account team - Regular direct engagement with customers Required online and collaboration hours: - Schedule: core overlap 8:00am–5:00pm ET On-Call Responsibilities: - Schedule: No formal on-call rotation. Occasional off-hours availability during live mission operations. - Frequency: Ad hoc — no pager and no 24/7 obligation. Onsite Requirements: - Schedule: Remote-first, US-based Learn about TRM Speed in this position: - Timely documentation: You will deliver integration documents within 1–2 days by prioritizing tasks, reusing existing content, and focusing strictly on the document's goal. - Immediate contingency solutions: You will resolve urgent customer issues by quickly assessing the situation and providing immediate alternatives — like manually exporting critical data if a fix takes longer. - Fast proof of concept: You will put a working scripted PoC in front of a customer within days of understanding the requirement, rather than waiting on an engineering cycle. LIFE AT TRM We are building a safer world. That promise shows up in how we work every day. TRM moves quickly. We are a high velocity, high ownership team that expects clarity, follow-through, and impact. People who thrive here are energized by hard problems, experimentation, and continuous feedback. If something takes months elsewhere, it will ship here in days. Our work sits at the intersection of AI, national security, and fighting crime. The problems are complex, the stakes are real, and the environment evolves quickly. The pace and intensity of the work reflect the importance of the mission. As a result, the way we operate requires a high level of ownership, adaptability, collaboration, and creative problem-solving. At TRM, you should expect: - Priorities and targets to change quickly as we experiment and iterate - Work that often requires operating with a high degree of ambiguity - A high level of personal ownership and accountability - Close collaboration across teams and functions - Frequent, high-touch communication - Creative problem solving and out-of-the-box thinking - A pace that rewards urgency, adaptability, and outcomes This environment is energizing for people who enjoy building, solving hard problems, and making progress in situations that are not always fully defined. It also requires comfort navigating ambiguity, adjusting course as new information emerges, and maintaining focus and positivity in a fast-moving and intense environment. We also recognize that this style of operating is not for everyone. If you are primarily optimizing for predictability or a consistently balanced workload, we encourage you to use the interview process to pressure test whether this environment is truly the right fit. We want teammates who thrive here, not just survive here. At the same time, many people find this work deeply rewarding. If you are excited by meaningful problems, motivated by ambitious goals, and energized by working alongside mission-driven colleagues, there is a good chance you will find TRM to be an exceptional place to grow and contribute. Learn more: Interviewing at TRM: How We Hire and What Success Looks Like https://www.trmlabs.com/resources/blog/interviewing-at-trm-how-we-hire-and-what-success-looks-like   AI FLUENCY AT TRM AI fluency is a baseline expectation at TRM. We believe AI meaningfully changes how top performers operate. We expect every team member to use AI to accelerate and reimagine their craft, not just automate surface tasks. At TRM, AI fluency means you are among the top 10 percent of operators in your function in how you apply AI to: - Accelerate repeatable workflows - Structure and solve problems - Improve output quality - Increase speed and leverage You will be evaluated on applied AI fluency during the interview process. LEADERSHIP PRINCIPLES We hire and grow against three leadership principles. They’re the standards for how we operate, treat each other, and make decisions. - Impact-Oriented Trailblazer: We put customers first and move with speed, focus, and adaptability. We treat every plan like an experiment – test, ship, measure, and iterate quickly. - Master Craftsperson: We care deeply about our craft. We balance speed with high standards, own outcomes end‑to‑end, and invest in getting better everyday. - Inspiring Colleague: We add clarity and energy, not noise. We bring humility, candor, and a one‑team mindset — giving and receiving feedback to make the team stronger. JOIN OUR MISSION At TRM we care deeply about our craft. We are looking for individuals who want their work to matter, who experiment with speed and rigor, and who take pride in building a safer world for billions of people. If you’re excited by TRM’s mission but don’t check every box, we encourage you to apply — we hire for slope, judgment, and the will to learn fast. TRM is a Series C company with $220M in total funding, backed by Goldman Sachs, Bessemer, Y Combinator, Thoma Bravo, and others. Headquartered in San Francisco, TRM operates as a distributed-first company with hubs in Los Angeles, San Francisco, New York, Washington D.C., London, and Singapore. PRIVACY POLICY AND ADDITIONAL INFORMATION By submitting your application, you agree to allow TRM Labs to process your personal information in accordance with our Privacy Policy https://www.trmlabs.com/policies/privacy-policy. We collect the information you provide (such as your resume, work history, and contact details) solely for the purpose of evaluating your candidacy for current and future roles at TRM. Because our hiring cycles for certain positions may span 24 to 36 months, we retain your personal information for up to 36 months from the date of your application. After that period, your data is deleted unless a different retention period is required or permitted by law. If you are located in the European Economic Area, the United Kingdom, or another jurisdiction with applicable data protection laws, you have the right to access, correct, or request deletion of your personal data at any time before that period ends. To exercise any of these rights, contact us at privacy@trmlabs.com. To notify TRM Labs that you believe this job posting is non-compliant, please submit a report through this form https://docs.google.com/forms/d/e/1FAIpQLSc6e8jRCl2cQwgIzXLpIGQXtwvMQh__TcokvO2toAAkT44A6Q/viewform?usp=dialog. No response will be provided to inquiries unrelated to job posting compliance. The use of AI tools of any kind (including but not limited to notetakers, interview assistants, and real-time coaching tools such as Otter.ai, Fireflies, Fathom, Cluey, or similar) during TRM interviews is not permitted without prior approval from TRM. TRM uses its own internal tools for note-taking to ensure a consistent and confidential experience for all candidates. We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this form https://docs.google.com/forms/d/e/1FAIpQLSevmAzPxWOYm_7kMHb9lEJlX3tpdBeHvvvNWjsI_6xhUfnXjw/viewform?usp=dialog. RECRUITMENT AGENCIES TRM Labs does not accept unsolicited agency resumes. Please do not forward resumes to TRM employees. TRM Labs is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company without a signed agreement. LEARN MORE: COMPANY VALUES https://www.trmlabs.com/culture | INTERVIEWING https://www.trmlabs.com/interviewing | FAQS https://www.trmlabs.com/faq