AI Adoption Engineer

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.

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