Closed: Technical Customer Engineer at Doppel

Responsibilities

Serve as an escalation point for complex issues that cannot be resolved by frontline Customer Support.
Investigate platform configuration, integrations, alert behavior, workflows, reporting, and complex customer scenarios.
Reproduce issues, gather evidence, identify likely root causes, and distinguish configuration problems, expected behavior, product defects, and specialist-owned work.
Resolve complex technical issues directly whenever possible.
Escalate to Solutions Architecture, Product, or Engineering with documented technical investigation and clear requests.
Maintain ownership through resolution or handoff and communicate findings to internal stakeholders.

Support CSMs with complex customer questions, technical risks, and platform needs.
Participate in customer-facing technical discussions involving product or integration expertise.
Explain technical constraints, available solutions, and next steps.
Support technically complex initiatives requiring cross-functional coordination.

Support integrations involving APIs, authentication, data flows, SSO, and other platform connections.
Build and troubleshoot customer-facing reports and data-delivery solutions.
Assist with complex platform configuration and optimization.
Deliver defined technical projects within Technical Services scope.
Create reusable approaches for recurring integration, reporting, and configuration needs.

Turn recurring investigations into troubleshooting guides, diagnostics, documentation, and playbooks.
Improve frontline Support capability through tooling, documentation, training, automation, and self-service.
Share recurring customer friction and product gaps with Product and Engineering.

5+ years of experience in technical support, support engineering, customer engineering, solutions engineering, solutions architecture, technical account management, or a related technical post-sales role.
Strong troubleshooting and root-cause analysis skills across complex SaaS environments.
Experience working directly with enterprise customers and communicating technical concepts to technical and non-technical stakeholders.
Hands-on experience with APIs, integrations, authentication, data workflows, reporting, or similar technical requirements.
Ability to investigate ambiguous problems and determine the appropriate technical owner.
Experience escalating reproducible product issues with evidence, expected-versus-actual behavior, and reproduction steps.
Ability to manage multiple technical requests and prioritize effectively.
Strong written documentation skills.

Experience with cybersecurity, threat intelligence, digital risk protection, trust and safety, fraud, or social engineering defense.
Familiarity with SSO, identity systems, cloud platforms, and enterprise security workflows.
Experience building customer-facing technical reports and translating platform data into customer insights.
Experience bridging frontline Support and Engineering.
Familiarity with Pylon, Zendesk, Jira, Linear, or similar workflow systems.
Experience in a rapidly growing startup or dynamic environment.