Staff Customer Engineer (Koi)

Role overview This staff level engineering role connects product engineering with customer facing technical teams. It owns difficult issue resolution from diagnosis through safe deployment, while helping field teams deliver evaluations, deployments, and ongoing support. A key goal is to turn recurring customer problems into lasting fixes, clearer guidance, and tools that help support teams work independently.

Responsibilities - Coordinate technical communication between engineering and customer facing teams. - Diagnose complex production issues and manage their resolution through deployment into customer environments. - Build deep knowledge of product architecture, internal systems, capabilities, and technical direction. - Help field consultants prepare and run product evaluations, including deployment, troubleshooting, and demonstrations. - Lead triage of high impact customer issues and work with engineering to address root causes. - Create internal tools, documentation, troubleshooting guides, and repeatable processes that reduce routine escalations.

Requirements - Bachelor’s degree in a technical discipline or equivalent practical experience. - Strong software engineering background and system level understanding of software architecture, networks, and infrastructure. - Demonstrated ability to debug and resolve complex issues in production customer environments. - Ability to learn unfamiliar architectures quickly and investigate legacy or proprietary code independently. - Experience partnering with presales, field engineering, or customer success teams on technical customer needs. - Excellent English communication and presentation skills, plus a track record of building automation or scalable support tools.

Nice to have Experience in cybersecurity or a cybersecurity focused technology environment is preferred.

Benefits and work setup The position is remote. The listing gives an annual base salary range of $95,200–$154,000, with the offer dependent on experience, qualifications, and location; restricted stock units or a bonus may also be included. Immigration sponsorship is listed as available.