Owns end-to-end deployment, configuration, maintenance, upgrades, monitoring, and troubleshooting of customer-hosted enterprise software environments. Designs infrastructure architectures, validates readiness, manages incidents and disaster recovery, documents customer environments, and partners with customer IT, DevOps, and onboarding teams. The role also provides technical customer engagement across deployment, support, optimization, and incident response, including on-call participation and root cause analysis.
Be at the Forefront of the Agentic AI Revolution
At Skan AI, we are pioneering the context engine for human and agentic execution, bringing context from enterprise operators, systems, and processes to power how the world's largest organizations execute their most complex, mission-critical work.
Why Skan AI
We're in hyper-growth mode at exactly the right moment in history. As enterprises race to adopt agentic AI, we're uniquely positioned to deliver the clear signal they desperately need: a platform that trains and grounds AI Agents in trillions of real execution signals, enabling reliable, compliant automation of their most complex processes.
Backed by Dell Technologies Capital and other leading investors, we're the only company that can bridge the gap between AI's promise and enterprise reality, making us perfectly positioned to define the agentic era for modern enterprises.
Our diverse, collaborative team of 250+ innovators is solving category-defining challenges at the intersection of AI, process intelligence, and enterprise work. Diverse perspectives fuel breakthrough thinking, cross-functional collaboration is the norm, and our work directly transforms how Fortune 500 companies operate. We are shaping the future of work itself.
ROLE SUMMARY
The Systems Engineer is the technical backbone for Skan's self-hosted or customer-hosted (on-prem and hybrid) deployments. This role owns the end-to-end coordination, deployment, configuration, maintenance, and troubleshooting of Skan's software within enterprise customer environments. Working directly with customer IT teams and alongside Skan's DevOps and onboarding engineers, the Systems Engineer ensures that customer-hosted deployments are stable, performant, and well-supported.
This role combines strategic architecture design with hands-on troubleshooting — validating customer infrastructure readiness, ensuring seamless end-to-end connectivity, and guaranteeing the successful operationalization of Skan components throughout the customer lifecycle.
The Systems Engineer specializes in the complexity of enterprise on-prem infrastructure: Windows and Linux server environments, enterprise networking, virtualization, and the integration challenges unique to air-gapped or security-restricted customer environments.
WHY THIS ROLE EXISTS
A significant portion of Skan's enterprise customers — particularly in regulated industries — run Skan in customer-hosted environments where Skan has no direct infrastructure control. These deployments require a dedicated engineering resource who can work within customer constraints, troubleshoot in complex enterprise environments, and bridge the technical gap between Skan's platform and the customer's IT team.
Without dedicated Systems Engineers, customer-hosted deployments are under-supported, incidents escalate slowly, and deployment quality is inconsistent — creating delivery risk and churn exposure for Skan's highest-value accounts.
KEY RESPONSIBILITIES
Deployment & Environment Management
- Lead the coordination of new customer Skan Virtual Assistant & Gateway deployments from initial planning through to completion — validating infrastructure readiness and ensuring all technical prerequisites are met prior to go-live
- Perform new customer environment builds in partnership with the onboarding team — ensuring environments are correctly sized, configured, and validated
- Execute patch cycles, upgrades, and maintenance releases for all customer-hosted Skan deployments — on schedule with zero unplanned downtime
- Manage and execute the technical aspects of upgrading existing customer environments
Architecture & Infrastructure
- Design and implement Skan architecture solutions aligned with business and technical requirements
- Implement and maintain infrastructure monitoring dashboards and alerting systems
- Troubleshoot and resolve infrastructure and platform issues in customer environments — including network, server, OS, and integration layer problems
- Perform root cause analysis for infrastructure incidents and implement preventive measures
- Support the team during HA/DR validation activities for customer-hosted deployment models
- Manage system maintenance, upgrades, and disaster recovery plans
Customer Engagement
- Act as the primary technical partner throughout the entire customer lifecycle — providing transparent, business-friendly communication on system health, infrastructure changes, and technical risks
- Work directly with customer IT teams during deployment, maintenance, and incident response — serving as Skan's technical representative in joint sessions
- Negotiate technical requirements with customers and stakeholders
- Address and resolve technical concerns across all touchpoints: pre-sales discovery, onboarding, post-deployment optimization, and regular health reviews
- Participate in on-call rotation for customer-hosted environment incidents
Documentation & Process
- Develop and maintain comprehensive documentation: architecture diagrams, configuration baselines, runbooks, disaster recovery plans, and change logs — per customer
- Coordinate with the DevOps team to apply CI/CD practices and automation tooling to customer-hosted deployment activities where feasible
- Contribute to SLA tracking by ensuring environment health metrics are captured and escalated appropriately
- Identify recurring deployment and configuration issues and propose systemic fixes — escalating pattern-level problems to DevOps or Architecture teams
- Create standardized communication templates for customer interactions and executive-level infrastructure summaries for stakeholders
KEY DELIVERABLES
- Successful deployment of Skan platform in new customer-hosted environments — validated, documented, and handed off within agreed timelines
- Patch and upgrade records for all customer-hosted environments — executed on schedule with zero unplanned downtime
- Environment documentation per customer: architecture diagrams, configuration baselines, and change logs — maintained and current
- Incident response records for customer-hosted environment issues — with root cause and resolution documented
- Customer IT team satisfaction: professional, clear, and responsive technical engagement during joint sessions
- Customer-hosted environment uptime ≥ 99% across all managed accounts
Skan AI is an equal opportunity employer committed to building a diverse, inclusive, and respectful workplace around the world. We do not discriminate based on race, color, religion or belief, sex (including pregnancy, sexual orientation, gender identity, or gender expression), national origin, ancestry, age, disability, medical condition, genetic information, marital or family status, military or veteran status, or any other characteristic protected by applicable laws in the locations where we operate.
We welcome people from all backgrounds and provide reasonable accommodations throughout the hiring process.
Similar Jobs
Cloud • Information Technology • Productivity • Security • Software • App development • Automation
Build and scale machine learning systems for search, including ranking models, feature engineering, model deployment, monitoring, experimentation, and online inference. Design fault-tolerant distributed infrastructure, optimize search latency and throughput, and develop reliable ML services from proof of concept through production. Collaborate across engineering and product teams, communicate technical decisions, review code, document systems, and mentor junior engineers.
Top Skills:
AWSAzureCi/CdDistributed SystemsGCPGoJavaKotlinMachine LearningMlopsPythonTypescript
Big Data • Cloud • Information Technology
Provides Level 3 technical support for enterprise cloud and on-premises applications. Responsibilities include complex troubleshooting, root cause analysis, incident resolution, system monitoring, alert management, and collaboration with Engineering, DevOps, Product, and Sales teams. The role also supports platform stability, scalability, client onboarding, service delivery compliance, process automation, and Incident, Problem, and Change Management.
Top Skills:
Amazon Web ServicesDatadogDevOpsGoogle Cloud PlatformGrafanaJIRALinuxAzurePythonServicenow
Big Data • Cloud • Information Technology
Provides Level 2 technical support for enterprise cloud applications, leading complex diagnostics, incident resolution, root cause analysis, system monitoring, and client communication. Collaborates with Engineering, DevOps, Product, and Sales teams to improve platform stability, scalability, and client onboarding. Ensures compliance with Incident, Problem, and Change Management practices while supporting automation and continuous improvement.
Top Skills:
Amazon Web Services (Aws)DatadogDevOpsGoogle Cloud Platform (Gcp)GrafanaJIRALinuxAzurePythonServicenow
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
