Customer Engineering Lead
About The Role
Hands-on from day one: answer technical support tickets, debug partner integrations, and work directly with partners to resolve issues
Own the technical escalation path from support through engineering, serving as the primary customer advocate within engineering discussions
Identify opportunities to leverage AI and automation to increase operational efficiency - whether that's streamlining ticket triage, accelerating troubleshooting, or enabling the team to handle higher volume without sacrificing quality
Define and maintain customer engineering artifacts such as documentation, guides, runbooks, and recipes
Help establish the operating model and collaboration framework between product and post-sales to ensure tickets are resolved within SLAs and gaps are covered
Partner with platform and product to translate patterns from support tickets, implementation friction, and feature requests into actionable product insights
Who You Are
- 5+ years of experience in solutions engineering, forward-deployed engineering, or a related technical partner-facing role, with at least 3 years in a leadership capacity
- Excited by a player-coach role - you're comfortable being in the queue, solving problems directly, while simultaneously building the team and processes around you
- An engineer by trade: you’re comfortable reading and contributing to an enterprise codebase while meeting a high bar of technical excellence
- Excellent communicator who can translate complex technical concepts for non-technical audiences - and vice versa
- Experience defining and implementing SLAs and escalation processes, especially cross-functionally to and from engineering teams
- Comfortable operating in a fast-paced, high-growth environment where you'll need to balance building for scale with solving immediate partner needs
- You lead with empathy and understand that great customer engineering is a competitive advantage
Nice to Have
- Experience at a card issuing platform or payments infrastructure company
- Familiarity with card network operations, BIN management, and transaction processing
- Experience building customer engineering teams and functions