Customer Engineering Lead

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