Customer Engineering Lead
Skills
About the Role
You will manage the customer-facing arm of engineering, handling technical support tickets, debugging partner integrations, and working directly with partners to resolve issues. You will own the technical escalation path between support and engineering and act as the primary customer advocate in technical discussions. You will define and maintain documentation, runbooks, and guides, and implement SLAs and escalation processes. You will identify and implement AI and automation to increase operational efficiency and translate recurring support patterns into actionable product insights.
Requirements
- 5+ years of experience in solutions engineering, forward-deployed engineering, or a related technical partner-facing role
- At least 3 years in a leadership capacity
- Comfortable in a player-coach role, solving problems directly while building the team and processes
- Strong engineering background; able to read and contribute to an enterprise codebase
- Excellent communication skills; translate complex technical concepts for non-technical audiences
- Experience defining and implementing SLAs and escalation processes across functions
- Ability to operate in a fast-paced, high-growth environment and balance scale with immediate partner needs
- Lead with empathy
- Experience at a card issuing platform or payments infrastructure company (nice to have)
- Familiarity with card network operations, BIN management, and transaction processing (nice to have)
- Experience building customer engineering teams and functions (nice to have)
Responsibilities
- Answer technical support tickets
- Debug partner integrations
- Work directly with partners to resolve issues
- Own the technical escalation path from support through engineering and serve as the primary customer advocate
- Identify opportunities to leverage AI and automation to increase operational efficiency
- Define and maintain documentation, guides, runbooks, and recipes
- Establish operating model and collaboration framework between product and post-sales to meet SLAs
- Translate support ticket patterns and implementation friction into actionable product insights
Benefits
- Unlimited time off (minimum 10 days required)
- Flexible working with work-from-home stipend
- Stipend for home office setup
- Comprehensive health, dental, and vision plans for US employees and dependents
- 100% company subsidized life insurance
- 401(k) with 4% company match
- Equity option plan
- Company-issued Rain card for product testing
- Health and wellness eligible spending on card (gym memberships, massages, etc.)
- Team and company offsites domestically and internationally