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Director of Solutions Engineering

Austin, Texas

About ROLLER

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers through a full suite of venue management features, including ticketing, point-of-sale, CRM, self-serve kiosks, memberships, digital waivers, and more. We are a fast-growing global company with customers in over 30 countries and a wide array of industries like theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks — just to name a few!

At the heart of ROLLER is our team — which consists of 200+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. But most of all, we love what we do, and we are looking for like-minded people to join us on this amazing journey! 

 

About the Role

The Solution Engineering function is a critical pillar at ROLLER - central to how we win new business, onboard and expand existing customers, and how we bridge real‑world insights back into Product to drive innovation.

We’re hiring a Director of Solution Engineering to build and scale this function globally. Reporting directly to the CPTO, this role owns the full spectrum of Solution Engineering activity:

  • Pre‑sales discovery, ROI‑driven demos, and pilot projects

  • Technical enablement through onboarding, partnerships, and account growth

  • Partnering with Product and Data teams to surface market signals and inform roadmap focus

  • Working with our Learning Experience (LX) team to build education programs and resources that make both staff and customers more effective

Solution Engineers are deep subject matter experts. They understand our customers’ businesses and ROLLER technology deeply. They manage the wide demands placed on an all‑in‑one solution by knowing what is truly business‑critical versus what’s a “nice to have” where a workaround suffices. They are pragmatic, balanced, and trusted experts.

Solution Engineers are gatekeepers of fit. They ensure we’re signing customers that align with our product and strategy, even if that means having tough, unpopular conversations to disqualify a deal. These decisions protect the business, onboarding, support, CSMs, and Product from customers whose needs aren’t aligned with ROLLER’s direction.

 

What You'll Do

Build & Lead the Function

  • Establish Solution Engineering as a cornerstone capability across the revenue funnel and customer lifecycle, acting as a bridge between Sales, Customer Success, Product, Partnerships, and Education.

  • Hire, coach, and scale a globally distributed team of Solution Engineers who are trusted experts and role models for technical and commercial excellence.

  • Create a culture of accountability, playbook-driven execution, and continuous improvement, striking a balance between pragmatism and entrepreneurial innovation.

  • Build and embed scalable processes, tooling, and reporting systems that provide leaders and cross-functional partners with clear visibility into SE impact.

  • Define and operationalise clear KPIs, using these metrics to drive team performance, prioritise resources, and inform Product and GTM decisions.

  • Partner closely with cross‑functional stakeholders to ensure SE insights and outputs enable every part of the business to succeed, from shaping Product roadmaps, to building LX education programs, to equipping AEs, CSMs, and Support with the knowledge they need to deliver value.

Impact the Revenue Funnel

  • Lead world‑class discovery and pilot engagements to ensure strong alignment and a faster path to close.

  • Partner with AEs to drive ROI‑driven selling, building business cases and solution proposals that clearly link features to commercial outcomes.

  • Be willing to make tough calls to protect the business by disqualifying misaligned deals.

Elevate Post‑Sales Success

  • Collaborate with Customer Success and Account Management to integrate technical expertise into onboarding, key account management, and scaled support programs.

  • Act as a trusted advisor post‑sale, helping customers meet their business objectives and extract maximum value from ROLLER.

  • Identify and resolve friction points surfaced through pilots, onboarding, support tickets, and customer feedback, directly lifting NRR and satisfaction.

Bridge Product & GTM

  • Collaborate with Product and Data teams, feeding back aggregated market and customer signals to guide investment and roadmap focus.

  • Ensure field learnings are baked into Product discovery and validation processes.

  • Work closely with Data Analysts to surface patterns and insights that improve customer and internal decision-making.

Enable & Amplify

  • Partner with our LX team and internal leaders to shape education programs, resources, and enablement tools that lift both staff and customer capabilities.

  • Ensure SE insights translate into practical resources that drive scalable onboarding, better adoption, and more confident internal teams and customers.

  • Support ROLLER’s broader ecosystem by building and supporting the technical needs of our partnerships community, including App integrations and solution partners who leverage our APIs to deliver bespoke customer requirements.

 

About You

Required

  • Proven success leading Solution Engineering or Pre‑Sales functions in a vertical SaaS environment - you understand operational complexity and domain expertise, and you raise the bar by driving high standards and continuous improvement in everything you and your team deliver.

  • Proven proficiency in product‑led demos, discovery, ROI‑based selling, and pilot execution - you’ve done the work yourself and can coach others, showing the energy and focus to make it happen and deliver real, measurable results.

  • Pragmatic, commercially astute, and willing to have tough conversations. You protect the business and set teams up for success by ensuring customer fit, truly obsessing over customer success, even when that means saying no to misaligned opportunities.

  • Strong collaboration across Sales, Product, Education, Partnerships, and Customer Success - you naturally go together, sharing knowledge, teaching others, and lifting those around you so the whole team moves forward.

  • Experience in a scaling SaaS company stage, building teams and processes from the ground up while delivering impact from day one. You’re willing to eat the frog, tackling the complex problems head‑on, keeping it real with transparent communication, and bold enough to shake the tree to try new approaches.

Preferred

  • Familiarity with configuration‑heavy products, APIs, integrations, and data flows, showing curiosity and courage to shake the tree and explore new ways to solve customer challenges.

  • Proven ability to build systems and playbooks, not just operate within them, consistently raising the bar by leaving every process and team better than you found it.

  • Experience serving a broad customer base, from low‑tech operators to enterprise customers with complex, high‑tech needs and scaled onboarding requirements, always playing the infinite game by building relationships and solutions that stand the test of time.

Perks!

  • Attractive compensation package and benefits.
  • You get to work on a category-leading product that customers love in a fun, high-growth industry! Check our Capterra and G2 reviews.
  • Paid time off (PTO), Sick days, and US holidays.
  • 4 ROLLER Recharge days per year (When we hit our goals each quarter, we take a well-earned day off together to relax, recharge, and celebrate our wins).
  • 16 weeks paid Parental leave for primary carers and 4 weeks paid Parental leave for secondary carers.
  • 100% paid Medical Insurance for US Employees.
  • 401(k) Plan with a 100% match on contributions up to 5%.
  • Engage in our ‘Vibe Tribe’ - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns... you name it. We're willing to make it happen!
  • Team member Assistance Program to proactively support our team's health and well-being, access to coaching, education modules, weekly webinars, and more.
  • Highly flexible work environment with an All Access pass to WeWork, depending on your location.
  • Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.
  • Individual learning and development budget plus genuine career growth opportunities as we continue to expand!

 

What You Can Expect

  1. Initial Call – Talent Acquisition
    A brief conversation to learn about your experience, motivations, and salary expectations, and to answer any initial questions you may have.
  2. Intro Call – Hiring Manager
    An informal call with our Chief Product & Technology Officer to connect early, share more about the role vision, and give you a chance to ask high‑level questions before the formal interview process begins.
  3. Hiring Manager Interview
    A deeper dive into your background with the hiring manager, exploring your leadership approach, technical expertise, and alignment with the vision for Solution Engineering at ROLLER.
  4. Panel Interviews
    Meet a cross‑section of ROLLER leaders from Sales, Product, Customer Success, and Enablement for culture and values alignment, and to understand how this role collaborates across the business.
  5. Case Study and Presentation
    You’ll be given a real‑world scenario and a few days to prepare a case study outlining how you would build, scale, and measure a high‑impact Solution Engineering function.

    • Presentation: 20–30 minutes with 15–20 minutes of Q&A.
    • The brief will focus on realistic challenges you’ll face (e.g., designing a global SE structure, defining KPIs, balancing pre‑sales and post‑sales).
    • We encourage you to treat it as a collaborative discussion — bring your questions and thought process.
    • A consistent scoring rubric is used to ensure fair, structured feedback.
  6. Offer
    If everything aligns, we’ll conduct reference checks and extend an offer to join ROLLER as our Director of Solution Engineering!

Successful applicants will be required to complete a background check (including criminal history) prior to commencement of employment

 

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