Customer Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full ownership of customer issues from initial contact to identifying root causes and implementing resolutions across the specified product areas.

• Troubleshoot failures occurring across integrations, APIs, agents, scanners, pipeline configurations, and runtime environments.

• Utilize observability tools (such as Datadog, Splunk, Prometheus, CloudWatch, or equivalents) to trace failures and determine root causes.

• Reproduce bugs with clear and minimal reproduction steps while collaborating with Engineering to drive resolutions.

• Engage in incident triage during escalations — assisting with coordination, clear communication, and delivering precise technical insights. Your ownership of escalations will increase as you gain experience in the position.

• Join calls with customers for real-time troubleshooting — conducting screenshares, reviewing logs, and steering the conversation towards resolution rather than relying on asynchronous communication.

• Effectively communicate with both technical engineers and management, providing concise summaries as needed.

• Set realistic expectations when dealing with complex or slow-moving issues — ensuring customers are always informed about the situation and who is responsible for it.

• Assist customers during onboarding and implementation phases, sharing best practices to help them achieve a stable and functional configuration.

• Escalate issues to Engineering and Product with sufficient context for immediate action — including reproduction steps, environment specifics, logs, and your assessment of potential root causes.

• Identify patterns in customer issues to influence the product roadmap, prioritize fixes, and advocate for improvements in usability.

• Maintain runbooks, troubleshooting guides, and playbooks to preserve valuable knowledge within the team.

• When recognizing recurring patterns in customer issues, develop scripts or automation to mitigate them, reducing manual workload for yourself and the team.

• Leverage AI tools to enhance diagnostics, create documentation, or develop lightweight utilities that enhance team efficiency.

⛳️ Requirements

• A minimum of 2 years in a technical role where hands-on troubleshooting was essential — such as engineering, DevOps, SRE, QA, or related fields. Customer-facing experience is advantageous but not mandatory.

• Strong debugging skills — you methodically analyze logs, configurations, and API responses to uncover issues, persisting until you find a solution.

• Understanding of CI/CD concepts and tools — enough to recognize how a pipeline is structured, identify integration failures, and trace build or deployment issues.

• Proficient in at least one scripting language (Python, Node.js, Bash, or similar) — sufficient to automate diagnostics or streamline repetitive tasks.

• Comfortable engaging in calls with customers — able to clearly communicate technical progress and set realistic expectations without overcommitting.

• Familiarity with Linux systems and fundamental networking concepts — including DNS, TLS, and variances in behavior across different environments.

🏝️ Benefits

• Competitive salary

• Comprehensive healthcare benefits

• Flexible Spending Account (FSA)

• Flexible work schedule

• Employee Assistance Program (EAP)

• Flexible Time Off and Parental Leave

• Monthly, quarterly, and annual social and team-building events

• Monthly internet reimbursement