Professional Services - Canada

Enterprise AI is moving from pilots to production, and the constraint is no longer the model — it's the data. Agents are only as good as what they can sense, trust, and act on in the moment, and real-time, event-driven data is becoming the foundation every serious AI system runs on.   Solace is the leading real-time data platform for the enterprise AI era. Established enterprises worldwide — including RBC Capital Markets, Bosch, Heineken, PSA Singapore, United Airlines, Schwarz Group, and hundreds more — have built their business around Solace to enable intelligent, real-time experiences, modernize their application and integration landscape, and create seamless digital journeys for their customers, partners, and employees.  So, the next time you drive a car, order furniture online, fly in a plane, check your bank balance on your phone, your positive experience could be a direct result of our technology—and your hard work!  About the Role Our customers with the most demanding deployments subscribe to Advanced Services. These are the enterprises where Solace is carrying something the business cannot do without, and where an outage is a business event rather than a support ticket. They pay for a higher standard of service, and the Service Owner is accountable. You carry a portfolio of these customers and you own their experience of Solace: how well we understand their environment, how quickly problems get found, how clearly we explain what we are doing about them, and whether the platform keeps up with where their business is heading. This is a continuous relationship rather than a project, and it does not get handed off at the end of a phase. It is yours. What You’ll Do  Own the customer relationship Be the named technical contact for a portfolio of Advanced Services customers, and the person inside Solace who understands their environment best Build the kind of relationship where their architects call you before they make a decision rather than after Report on service quality and the health of their estate in a way both their engineers and their leadership can act on Advise them on where the Solace platform is going and which parts of it are worth their attention Maintain ownership of all open support tickets for your accounts, ensuring they are progressed, accurately documented, and closed promptly Produce and deliver service status reports for every customer with different levels of detail and frequencies Own the quality of the service Keep your customers' environments under active watch so that problems are found by us and not reported by them Take issues end to end: triage, resolution, documentation and follow-up, including the ones nobody else wants to pick up Pull in Support, Engineering and the account team when an issue needs them, and stay accountable for the outcome until it is closed Hold the line on the standard. If the service is falling short for one of your customers, you should be the first…