Customer Engineer (Remote)

Role overview

This is an embedded customer engineering role based remotely in the Netherlands, supporting one of the largest and most strategically important public safety organisations in the country. The position acts as the primary technical partner throughout the customer's operational journey, combining technical consulting, hands-on product expertise, and trusted-advisor responsibilities. Working alongside an external delivery partner and the customer's own teams, the role focuses on maximising platform adoption, improving technical health, and reducing operational risk.

Responsibilities

- Serve as the dedicated technical expert across the customer's ecosystem of connected devices and cloud software, maintaining deep knowledge of both current and expanding product deployments - Act as the primary technical liaison between the vendor, the customer, and the strategic delivery partner, balancing relationships while preserving trust across all stakeholders - Build long-term relationships with executive sponsors, programme owners, operational commanders, IT leadership, system administrators, and frontline end users across a complex organisation - Provide technical guidance across the full customer lifecycle, including deployment planning, implementation support, configuration, integrations, go-live readiness, and expansion projects - Own technical escalations and coordinate complex issues across support and engineering while keeping customer stakeholders clearly informed - Conduct proactive technical health reviews, platform optimisation sessions, architecture discussions, and operational readiness assessments - Coordinate customer success planning, roadmap reviews, KPI tracking, and business reviews aligned to operational objectives - Identify technical, operational, and organisational risks early, engaging internal teams to mitigate issues before they impact the customer - Develop and maintain customer documentation such as solution diagrams, runbooks, deployment records, and knowledge transfer materials - Facilitate release readiness and support preparation for major operational events and mission-critical periods

Requirements

- Dutch fluency and professional-level English, both spoken and written - Dutch citizenship, required for security clearance - 5+ years in Technical Account Management, Customer Success, Solutions Engineering, Professional Services, Technical Consulting, Systems Engineering, or similar customer-facing technical roles - Track record of managing long-term enterprise relationships within large, complex organisations - Background in government, public safety, law enforcement, defence, or similarly regulated industries is strongly preferred - Comfort working independently as an embedded representative while staying closely aligned with wider cross-functional teams - Strong technical foundation covering enterprise networking (TCP/IP, routing, switching, DNS, DHCP, VPNs, firewalls, connectivity troubleshooting), SaaS platforms, cloud applications, APIs, identity management, authentication, and enterprise software administration

Nice to have

- Prior exposure to public-safety or law-enforcement technology ecosystems including body-worn devices, digital evidence platforms, and connected hardware deployments - Experience navigating security reviews and architecture assessments within regulated environments - Ability to balance customer priorities, partner relationships, and commercial objectives with strong political awareness

Benefits and work setup

- Remote position based in the Netherlands with occasional travel to customer sites (typically up to about one day per week)