Customer Engineer

Responsibilities

• Partner with Scaled Account Managers and Field Engineering teams to turn expansion and churn signals into customer engagement plays, including talking points, programmatic outreach, and in-app prompts.
• Operate startup-program onboarding through Intercom checklists, guided flows, and activation follow-up.
• Work with Support Engineering to identify recurring customer mistakes and best practices, then turn them into programs and content that reduce friction.
• Build and improve scaled-engagement tools, including in-app programs, outbound triggers, pricing and sizing calculators, migration tools, proof-of-concept templates, and technical enablement materials.
• Run webinars, Slack community touchpoints, and pattern-based outreach across account cohorts.
• Translate recurring technical questions and best practices into in-product guidance and self-service content.
• Maintain activity tracking and feature-request data hygiene for Field Engineering and Product.

Requirements

• 3+ years of experience in a customer-facing technical role such as customer engineering, solutions engineering, technical support, or developer relations.
• Experience operating high-volume, one-to-many customer programs and building systems and content that scale beyond one-to-one engagement.
• Strong knowledge of cloud infrastructure, including containers, deployments, autoscaling, networking, and CI/CD.
• Working knowledge of PostgreSQL and common database migration patterns, including Heroku and AWS RDS migrations.
• Fluency with AI tools and ability to advise customers building AI-native and LLM-powered applications.
• Strong written communication skills for producing documentation, playbooks, and in-app content.
• Data-driven approach and ability to prioritize work against team goals.

Nice-to-Haves

• Experience with Intercom or a similar in-app engagement and messaging platform.
• Experience building internal or customer-facing tools that scale team impact beyond one-to-one work.
• Experience in a product-led growth or high-volume account environment.
• Experience with Heroku or other cloud migrations.

Compensation and Benefits

• Annual salary range: $156,000–$191,000.
• Four weeks of paid vacation.
• Fourteen weeks of fully paid parental leave for all parents.
• Long-term disability, life insurance, and 401(k) plans.
• Employer-paid medical, dental, and vision coverage.
• Flexible spending and health savings accounts.
• Monthly lifestyle, cell phone, and internet stipends.
• Commuter benefits in the Bay Area and home-office stipends for remote employees.
• Continuous learning benefits and support.