Strategic Customer Engineer

Role overview A hands-on engineering escalation role supporting strategic enterprise customers. The position partners with Support, Technical Account Management, Professional Services, Product Management, and Engineering to investigate complex technical issues, reproduce problems, validate product behavior, and unblock high-priority customer work.

Responsibilities - Serve as the primary engineering escalation resource for assigned strategic customers, participating in customer calls and remote troubleshooting sessions. - Investigate advanced product, integration, system, and environment issues using logs, testing, reproduction, and behavior validation. - Document defects, architectural concerns, impact, evidence, and reproduction details for Engineering teams. - Identify and validate practical workarounds and configuration guidance that keep customers operational while longer-term fixes are evaluated. - Build working knowledge of assigned customer environments, use cases, integrations, and operational priorities. - Share technical learnings, case notes, troubleshooting guidance, and supportability feedback across teams.

Requirements - Strong hands-on troubleshooting of complex enterprise customer issues, with the ability to isolate root cause, reproduce issues, and distinguish expected product behavior from defects or environmental causes. - Technical depth across products, integrations, logs, configurations, deployments, and system behavior. - Clear written and verbal communication with internal teams and customer-facing audiences, paired with a customer-focused urgency and bias toward practical unblocking steps. - Effective collaboration across Support, Services, Technical Account Management, Product, and Engineering. - Strong ownership, organization, attention to detail, and persistence through ambiguous technical problems.

Nice to have - Ability to mentor peers and improve repeatability through documentation and knowledge sharing.

Benefits and work setup - Compensation range: 80,000 USD to 100,000 USD. - Full-time, exempt position with health, dental, and vision coverage effective on the hire date. - Immediate enrollment in 401(k), HSA, and FSA plans. - Flexible paid time off policy, tuition and personal enrichment reimbursement, and optional enrollment in an ID Theft Protection Program.