Customer Engineer

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Act as the primary technical resource for Client Success Managers, addressing queries and assisting in navigating technical challenges.

• Address support escalations by thoroughly investigating issues, resolving them, or providing clear technical context for routing.

• Engage in client onboarding processes and assist with follow-up technical inquiries.

• Participate in client calls when a technical voice is necessary, converting customer requirements into engineering solutions.

• Proactively communicate with customers regarding the status and resolution of issues.

• Develop full-stack features across the entire product.

• Take ownership of features from inception to completion, including scoping, implementation, testing, and deployment.

• Resolve bugs identified through support and client escalations.

• Participate in code reviews and contribute to technical design discussions.

• Enhance observability through logging, metrics, and dashboards for production and customer accounts.

• Establish alerting systems for monitoring and system issues.

• Create internal diagnostic and support tools.

• Enhance the product’s self-service onboarding and daily usage experience.

• Automate recurring operational and maintenance tasks.

⛳️ Requirements

• Minimum of 5 years of experience in an engineering role.

• A degree in Computer Science or a related field.

• Proficient in Python, React, AWS, SQL, and Postgres.

• Experience in full-stack engineering across frontend, backend, and infrastructure layers of a SaaS product.

• Experience interacting with customers and strong communication skills.

• Excellent written and spoken English skills.

• Comfortable communicating with customers, Client Success Managers, and support agents.

• Familiarity with or a strong interest in DevOps and observability tools, including monitoring, logging, alerting, and incident response.

• Strong debugging skills to identify root causes from vague reports.

• Ability to self-direct and make sound judgments regarding issue resolution, escalation, and documentation.

• Empathetic towards users and internal teams.

• Nice to have: prior experience in customer-facing engineering roles such as solutions engineering, support engineering, or technical account management.

• Nice to have: experience in a B2B SaaS company catering to SMB customers.

• Nice to have: familiarity with internal admin or support tools.

• Nice to have: experience working with a distributed team across various time zones.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote working options.

• Opportunities for professional development and career growth.

• A collaborative and inclusive company culture.