Customer Engineer

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

📋 Description

• Assist high-growth accounts that lack dedicated technical support through programmatic, one-to-many interactions.

• Implement scaled initiatives including in-app engagement, focused outreach based on expansion and churn signals, and webinars.

• Contribute to tools and resources that support the larger Field Engineering team, encompassing health triggers, product usage growth, expansion prospects, pricing and sizing tools, POC templates, and enablement materials.

• Collaborate with Scaled Account Managers and Field Engineering colleagues to transform bandwidth, egress, and usage-pattern signals into discussion points, outreach strategies, and in-app notifications.

• Manage the onboarding process for startup programs via Intercom checklists, guided flows, and follow-ups for high-growth AI startups.

• Work alongside Support Engineering to pinpoint recurring errors and best practices, translating insights into programs and content.

• Develop and enhance the scaled-engagement toolkit, which includes in-app initiatives, outbound triggers, pricing and sizing calculators, migration resources, POC templates, and reusable technical enablement.

• Facilitate webinars, Slack community interactions, and outreach efforts based on patterns across account cohorts.

• Convert recurring customer inquiries and technical best practices into in-product guidance and self-service resources.

• Ensure activity tracking and feature-request data hygiene to guarantee the flow of customer signals to Field Engineering and Product.

• Report to Render's Field Engineering organization.

⛳️ Requirements

• Minimum of 3 years in a customer-facing technical position: customer engineering, solutions engineering, technical support, or developer relations.

• Proficient in handling a high-volume, one-to-many operational model.

• Capability to independently implement well-defined programs and create systems and content without relying on 1:1 interactions.

• Strong foundational knowledge of cloud infrastructure: containers, deployments, autoscaling, networking, and CI/CD.

• Familiarity with Postgres and common database migration strategies, including Heroku and AWS RDS.

• Proficient in AI; daily engagement with AI tools and the ability to guide customers in developing AI-native and LLM-powered applications.

• Excellent written communication skills.

• Data-oriented approach to prioritize tasks in alignment with team objectives.

• Comfortable seeking clarification or assistance when uncertainty may impact results.

• Experience with Intercom or a similar in-app engagement and messaging platform (preferred).

• Background in creating internal or customer-facing tools that enhance a team's impact beyond 1:1 efforts (preferred).

• Experience in a Product-Led Growth (PLG) or high-volume account setting (preferred).

• Previous experience with Heroku or other cloud migration processes (preferred).

• Authorization to work in the United States; this position typically does not qualify for new visa sponsorship.

🏝️ Benefits

• 4 weeks of paid vacation.

• 14 weeks of fully paid parental leave for all parents.

• Long-term disability insurance.

• Life insurance.

• 401K plans.

• 100% employer-paid medical coverage.

• 99% employer-paid dental and vision coverage for you and a dependent.

• FSAs and HSAs available.

• Monthly lifestyle stipend for wellness, mental health, therapy, hobbies, etc.

• Monthly cell phone and internet subsidy.

• Commuter benefits for Renders in the Bay Area.

• Home office stipends for remote Renders.

• Continuous learning benefits and related support.

• Equity.