Customer Engineer

Job description

The Role: We're hiring a Customer Engineer. This is a hybrid role that's split evenly between client-facing work and hands-on engineering. You'll be the technical partner our Client Success and Support teams can turn to in real time, and you'll spend the rest of your time shipping features and building the tooling, observability, and automation that makes our product easier to run, support, and use. This role is a great fit for an engineer who enjoys variety, likes talking to customers, and gets satisfaction from making systems and teams run more smoothly — not just shipping features. Responsibilities: Client-Facing (~50%) Serve as the go-to technical resource for our Client Success Managers, answering their questions and helping them navigate technical issues Resolve escalations from the support team, investigating and fixing issues or routing them with clear technical context when deeper work is needed Sit in on client onboardings so you understand each customer's setup and can field questions from the Client Success team afterward Join client calls when a technical voice is needed, translating between customer needs and engineering realities Communicate clearly and proactively with customers, keeping them informed on issue status and resolution Engineering (~50%) Feature development: Ship full-stack features across our product Own features end to end: scoping, implementation, testing, and rollout Fix bugs surfaced through support and client escalations, closing the loop between customer feedback and product improvements Participate in code review and technical design discussions Internal tooling & operations: Build and improve observability across our products — logging, metrics, and dashboards that help us understand what's happening in production and in customer accounts Create alerting so we know when systems aren't behaving (or aren't being monitored) before customers tell us Build internal tools that help our support team diagnose and resolve issues faster Improve the self-serve experience of the product, reducing the need for hands-on intervention during onboarding and daily use Automate recurring operational and maintenance work Requirements: 5+ years of experience in an engineering capacity A degree in Computer Science (or a closely related field) Technical proficiency with our stack: Python, React, AWS, SQL, and Postgres Full-stack engineering experience — you're comfortable working across the frontend, backend, and infrastructure layers of a SaaS product Customer-facing experience and clear communication skills — strong written and spoken English, and genuine comfort communicating with non-technical audiences: customers, CSMs, and support agents Experience with (or strong interest in) DevOps and observability tooling — monitoring, logging, alerting, and incident response A knack for debugging: you can take a vague report ("the customer says it's broken") and drive it to root cause Self-direction — good judgment about what to fix now, what to escalate, and what to document Empathy for users and internal teams alike; you see support tickets and CSM questions as signals for what to build, not interruptions Nice to Have: Prior experience in a customer-facing engineering role (solutions engineering, support engineering, technical account management) Experience at a B2B SaaS company serving SMB customers Familiarity with building internal admin tools or support tooling Experience working with a distributed team across time zones