About the job
About Us
Verkada is redefining the landscape of organizational security with its cutting-edge, AI-driven platform. As a frontrunner in cloud-based physical security solutions, we empower organizations to enhance safety and operational efficiency through a unified software ecosystem that encompasses video surveillance, access control, air quality monitoring, alarms, intercom systems, and visitor management.
With over 30,000 clients globally, including more than 100 Fortune 500 companies, Verkada has established itself as a trusted partner for seamless security management, intelligent oversight, and scalable implementations. Since our inception in 2016, we have experienced remarkable growth, expanding to 15 offices and employing over 2,200 dedicated professionals.
Our Mission
At Verkada, we are committed to pioneering the future of physical security with a customer-focused ethos, taking pride in our exceptional documentation, support, and sales engineering teams. However, challenges can arise.
The Critical Accounts Program (CAP) serves as our crucial support system for at-risk relationships. As a CAP Smokejumper, your role transcends traditional case management; you will engage directly in high-stakes situations, mobilize necessary resources to stabilize client operations, and ensure satisfaction before transitioning to your next assignment.
Picture this: A major hospital network begins using Verkada, but a network configuration flaw hinders their camera recordings during a critical incident. While others may simply see an open ticket, a Smokejumper recognizes a vital partnership at risk. You receive the urgent call, board a flight that evening, and arrive at their command center the next morning, ready to guide our engineers and their IT staff toward a resolution.
Your Impact on Our Customers
- Swift Incident Management: Take comprehensive ownership of escalated customer issues, delivering prompt, impactful solutions to rebuild trust.
- Executive Liaison: Act as the primary contact for customer executives, offering transparent assessments and expedited issue resolution.
- On-Site Engagement: Be prepared to travel at a moment's notice to engage customers directly or conduct thorough on-site diagnostics.
- Cross-Functional Coordination: Collaborate with Engineering, Product, Sales, and Support teams to prioritize and implement essential fixes for our clients.
- Growth Insights: Convert client challenges into actionable insights for product and service enhancements.

