CAP Smokejumper

The Mission

Verkada is dedicated to leading the physical security world into the future with a customer-centric approach and takes pride in its excellent documentation, support, and sales engineering teams. But sometimes things go wrong.

The Critical Accounts Program (CAP) is our "last line of defense" when we are at risk of losing a relationship. As a CAP Smokejumper, you don’t just manage cases; you drop into and access high-stakes situations, marshall the resources needed to stabilize the client, and ensure they are happy before moving to the next mission.

Imagine a major hospital system goes live with Verkada, but a network configuration issue prevents their cameras from recording during a critical event. While others might see a ticket, a Smokejumper sees a partnership in jeopardy. You are the one who gets the call, jumps on a plane that evening, and walks into their command center the next morning to lead our engineers and their IT staff toward a solution.

How You’ll Serve Our Customers

• Rapid Incident Command: Take end-to-end ownership of escalated customer cases, driving swift, high-impact solutions to restore confidence.
• Executive Advocacy: Serve as the single point of contact for customer executives, providing transparent diagnosis and expedited problem resolution.
• On-Site Deployment: Be ready to travel at a moment’s notice to meet with customers face-to-face or perform in-depth on-site troubleshooting.
• Strategic Alignment: Coordinate across Engineering, Product, Sales, and Support to prioritize the fixes our customers need most.
• Insights for Growth: Translate customer pain points into actionable insights that influence the long-term product roadmap and strengthen long-term partnerships.

Who You Are

• Technical: You know “a lot about something.”  We don’t expect you to know networking or physical security in depth before starting, but whatever technology you worked with in the past, you know to a deep level.  For example, if you were in wide area networking, you know the nuance of how BGP and DNS work.  Or if you worked in storage, you know a lot about file systems.
• Proven Problem Solver: You have 3–6+ years of experience getting things done.  We’re less concerned about what, exactly, so much as that you have had a real impact.
• Calm Under Pressure: You have a demonstrated ability to manage high-level customers and mission-critical situations with composure.
• Detail-Oriented: You are highly organized and capable of managing multiple complex escalations simultaneously.

Why Join the CAP Team?

Joining the CAP team offers a unique impact where, in an established company of over 2,500 people growing very quickly, you will be "one of one", a specialist with a role unlike any other in the organization. You are joining a new team that has already seen significant success over the past year and is now expanding to meet the needs of our global customer base. In this role, you will develop senior-level decision-making and communication skills while working directly with Verkada’s top decision-makers. Ultimately, you will shine a light on the issues that matter most to ensure no customer is left behind, strengthening Verkada's most critical relationships.

Additional Information

You must be independently authorized to work in the U.S. We are unable to sponsor or take over sponsorship of an employment visa for this role, at this time.