Customer Solutions Engineer

About the company

TRM Labs builds AI-powered blockchain intelligence tools that help governments and financial institutions detect and disrupt crypto-related crime.

About this role

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