Customer Engineering Lead
Leads customer engineering team by handling technical support, debugging integrations, and escalating issues while building processes, AI automation, and cross-functional collaboration to drive partner success and product insights in payments infrastructure.
About the job
What you’ll do
- 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
Skills
Solutions Engineering, Forward-Deployed Engineering, AI, Automation, Debugging, Partner Integrations, Technical Escalation, Slas, Documentation, Runbooks, Codebase Contribution, Payments Infrastructure, Card Networks, Bin Management, Transaction Processing
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