Director, Customer Engineering

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

📋 Description

• Lead and mentor Customer Engineers, establishing expectations for technical excellence, customer responsibility, collaboration, documentation, and measurable results.

• Foster a culture of technical curiosity, practical problem-solving, thoughtful prioritization, and knowledge reuse.

• Focus on strategic customer interactions that enhance realized value, address operational deficiencies, mitigate displacement risks, or facilitate broader adoption.

• Ensure each interaction identifies a clear business challenge, customer advocate, viable solution pathway, success metrics, and post-handoff owner.

• Participate in intricate customer engagements to oversee discovery, solution design, technical validation, stakeholder alignment, and outcome assessment.

• Define and refine the team's engagement framework, intake procedures, capacity planning, technical standards, delivery expectations, and handoff practices.

• Establish a regular review process to monitor progress, capacity, quality, and outcomes.

• Assess solutions delivered and adopted, document customer value, identify recurring technical barriers overcome, recognize reusable solution patterns, gather product insights, and contribute to customer retention or expansion.

• Link customer-validated needs and technical evidence to Product and Engineering teams.

• Collaborate with Customer Success, Implementation, Sales, account teams, and presales Solutions Engineering to ensure coordinated ownership.

• Transform validated solutions into scalable workflows, guidance, and enablement for the broader field.

⛳️ Requirements

• Over 5 years of experience in leading and developing customer-facing technical professionals.

• Robust background in Solutions Engineering, technical consulting, post-sales engineering, or similar customer-facing roles.

• Technical expertise in enterprise SaaS, API-based functionalities, data analysis, automation, integrations, advanced product configuration, and product behavior troubleshooting.

• Proven ability to convert ambiguous customer challenges into delivered solutions with clear adoption and measurable business impacts.

• Skilled in coaching practitioners through customer discovery, technical problem-solving, stakeholder management, solution validation, and evidence-based documentation.

• Strong judgment regarding priorities, scope, supportability, and talent development.

• Ability to engage directly with customer executives, IT leaders, frontline operators, and account stakeholders while influencing Product and Engineering teams.

• Experience in establishing operational models, engagement guidelines, prioritization frameworks, delivery standards, or other frameworks that facilitate scaling of technical functions.

• Excellent communication and cross-functional collaboration skills.

• Preferred experience in fleet management, transportation, safety, telematics, IoT, or other physical-operations industries.

• Must be authorized to access and receive commodities and technologies regulated under U.S. Export Administration Regulations.

🏝️ Benefits

• Restricted stock units may be included in total compensation.

• Health care benefits.

• Pharmacy benefits.

• Optical benefits.

• Dental care benefits.

• Paid time off.

• Sick time off.

• Short-term disability coverage.

• Long-term disability coverage.

• Life insurance.

• 401(k) contribution.

• Some interviews or new-hire training sessions may take place in person at one of Motive's global offices.