Role missionWe are looking for a hands-on Head of Customer Engineering to lead our Support and Solutions Engineering organization. Your mission is to transform these teams into a proactive, customer-focused team that helps customers successfully onboard, adopt, and scale.The main goal is to build a scalable support model, improve customer satisfaction, create clear processes, and make sure that Support, Solutions Engineering, Commercial, Product, and Engineering teams work together effectively.Key responsibilitiesLeadership & OperationsOwn the Customer Engineering organization (Support and Solutions Engineers).Lead team priorities, delivery, customer outcomes, and day-to-day operations.Build a modern, proactive, customer-oriented organization that scales with the business.Establish clear ownership, support processes, escalation paths, SLAs, and collaboration models across Product, Engineering, Sales, and Customer Success.Define how Solutions Engineers engage in customer onboarding, trials, POCs, enterprise deployments, escalations, and technical pre-sales activities.Ensure high-quality onboarding, internal knowledge sharing, customer documentation, and knowledge transfer from Engineering.Partner with Sales on enterprise customer discussions, solution design, and technical onboarding.Own operational KPIs, customer satisfaction, reporting, and process improvement.Participate directly in customer escalations, incidents, and critical operational activities.Requirements5+ years of experience leading Technical Support, Professional Services, Solutions Engineering, Customer Success, Customer Engineering, or similar customer-facing technical organizations.Experience managing technical customer-facing teams.Hands-on approach to tickets, escalations, incidents, and process improvements.Experience with API-first, SaaS, infrastructure, fintech, blockchain, or developer platforms.Ability to build support processes, escalation models, KPIs, and reporting.Experience managing 24/7 support operations, incident management, on-call rotations, and SLA-driven organizations.Strong leadership and communication skills with the ability to collaborate effectively across Engineering, Product, Sales, Customer Success, and executive leadership.
Role mission
We are looking for a hands-on Head of Customer Engineering to lead our Support and Solutions Engineering organization. Your mission is to transform these teams into a proactive, customer-focused team that helps customers successfully onboard, adopt, and scale.
The main goal is to build a scalable support model, improve customer satisfaction, create clear processes, and make sure that Support, Solutions Engineering, Commercial, Product, and Engineering teams work together effectively.
Key responsibilities
Leadership & Operations
- Own the Customer Engineering organization (Support and Solutions Engineers).
- Lead team priorities, delivery, customer outcomes, and day-to-day operations.
- Build a modern, proactive, customer-oriented organization that scales with the business.
- Establish clear ownership, support processes, escalation paths, SLAs, and collaboration models across Product, Engineering, Sales, and Customer Success.
- Define how Solutions Engineers engage in customer onboarding, trials, POCs, enterprise deployments, escalations, and technical pre-sales activities.
- Ensure high-quality onboarding, internal knowledge sharing, customer documentation, and knowledge transfer from Engineering.
- Partner with Sales on enterprise customer discussions, solution design, and technical onboarding.
- Own operational KPIs, customer satisfaction, reporting, and process improvement.
- Participate directly in customer escalations, incidents, and critical operational activities.
Requirements
- 5+ years of experience leading Technical Support, Professional Services, Solutions Engineering, Customer Success, Customer Engineering, or similar customer-facing technical organizations.
- Experience managing technical customer-facing teams.
- Hands-on approach to tickets, escalations, incidents, and process improvements.
- Experience with API-first, SaaS, infrastructure, fintech, blockchain, or developer platforms.
- Ability to build support processes, escalation models, KPIs, and reporting.
- Experience managing 24/7 support operations, incident management, on-call rotations, and SLA-driven organizations.
- Strong leadership and communication skills with the ability to collaborate effectively across Engineering, Product, Sales, Customer Success, and executive leadership.
Tatum is the ultimate blockchain development platform. It simplifies development for over 55 blockchain protocols, allowing anyone to build apps with just a few lines of code. Apps built on Tatum are used by tens of millions of end-users and process billions of dollars worth of transactions per month. Our platform allows developers to build the next generation of software with blockchains at the core.
Tatum is the ultimate blockchain development platform. It simplifies development for over 55 blockchain protocols, allowing anyone to build apps with just a few lines of code. Apps built on Tatum are used by tens of millions of end-users and process billions of dollars worth of transactions per month. Our platform allows developers to build the next generation of software with blockchains at the core.
