Customer Engineer

Role overview A customer-facing engineering position embedded in a Customer Experience team, focused on resolving code-level platform issues and shipping customer-facing features for an AI-native software platform. The role pairs with a separate account-ownership counterpart, while an AI engine handles first-pass diagnosis around the clock so the engineer can focus on real fixes. The Customer Engineer owns the technical relationship, leads incident response within a defined product area, and ensures each resolution strengthens future automated handling.

Responsibilities - Develop deep expertise in one product area (such as integrations, workflows, search/AI, or core platform) and serve as the cross-account escalation point for that domain. - Investigate and resolve complex, code-level platform bugs routed from the account team, using logs, queries, and API behavior to identify root cause. - Design, build, test, and deploy customer-facing features that address real business pain points, not just workarounds, and confirm results with stakeholders when relevant. - Participate in an on-call rotation: detect and confirm incidents, triage severity, communicate status to customers and internal teams in plain language, and drive mitigation alongside core engineering. - Lead or contribute to post-incident reviews, converting learnings into documentation and playbooks that help the AI engine handle similar issues automatically next time. - Identify recurring problems and partner with core Engineering to drive permanent fixes or product changes; translate customer technical needs into actionable product feedback.

Requirements - 3–5 years of hands-on software engineering experience in a production environment. - Strong proficiency in a backend language (Golang strongly preferred), with hands-on coding of fixes and features end-to-end. - Background in customer engineering, sustenance/L4 engineering, or another customer-facing engineering team. - Strong debugging and observability mindset for distributed systems, with experience writing postmortems and root-cause documentation. - Familiarity with monitoring and observability tools such as Grafana, Datadog, or Kibana, plus comfort with on-call duties and incident mitigation. - Clear communication skills, able to explain root cause and fixes directly to engineering and admin stakeholders.

Nice to have - Deep expertise in a specific product area such as integrations, workflows, search/AI, or platform. - Exposure to multi-tenant SaaS systems. - Working knowledge of frontend concepts, preferably ReactJS or another SPA framework. - Familiarity with AI-assisted development tooling such as Cursor or Claude.