Director of Customer Engineering

About the role

We are seeking an experienced Customer Engineering Director to lead our customer engineering team and drive technical success for our North America-based clients. In this role, you will manage a team of customer engineers, oversee complex technical implementations, and serve as a strategic partner to our largest and most important customers across the region. You'll be responsible for ensuring successful product adoption, resolving technical challenges, and identifying expansion opportunities through deep customer understanding.

Responsibilities

• Manage and mentor a team of customer engineers serving North America accounts, providing coaching, career development, and performance management
• Lead complex customer implementations, technical integrations, and solution architecture projects for North America customers
• Build and maintain strong relationships with key customer stakeholders across North America, serving as the primary technical point of contact
• Collaborate with Sales, Product, Support and Customer Success teams to ensure customer satisfaction and identify upsell opportunities within the North America region
• Develop and refine customer engineering processes, best practices, and documentation
• Monitor team capacity and resource allocation to balance customer needs with team sustainability
• Provide technical leadership and guidance on complex customer problems and requirements
• Track and report on team metrics including customer health scores, implementation timelines, and customer satisfaction for the North America book of business

Requirements

• 5+ years of sales engineering, solutions engineering, or similar customer-facing technical role
• 3+ years of experience managing and leading technical teams
• Strong technical background with ability to understand complex product functionality and customer architectures
• Excellent communication skills with ability to explain technical concepts to both technical and non-technical audiences
• Proven ability to manage multiple complex implementations simultaneously
• Experience with customer relationship management and ability to build strong stakeholder relationships
• Strong problem-solving skills and ability to work through ambiguous situations