Senior Customer Engineer

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

📋 Description

• Lead the implementation process for enterprise customers, overseeing the complete technical onboarding and ensuring successful deployment, platform integration, and alignment with the customer’s business objectives.

• Foster customer adoption and long-term value by partnering with clients throughout their lifecycle, from onboarding to expansion and optimization, to enhance activation, sustained usage, and measurable business impact across both technical and business teams.

• Act as a Senior Technical Advisor, serving as a trusted consultant and subject matter expert on Builder’s platform, assisting customers in identifying high-value use cases, applying best practices, and translating product capabilities into scalable implementation strategies.

• Design and facilitate impactful enablement sessions, including onboarding, technical workshops, advanced training, executive briefings, and hands-on engagements for diverse audiences, from senior stakeholders to developers and operational teams.

• Manage advanced troubleshooting and technical escalations by serving as an escalation point for complex technical issues, collaborating with customers, Support, Product, and Engineering to diagnose challenges, unblock implementations, and provide high-quality resolutions.

• Influence the product and technical roadmap by synthesizing customer feedback, implementation patterns, and emerging use cases across accounts, and collaborating with Product and Engineering to guide roadmap priorities, product enhancements, and customer experience improvements.

• Create and enhance scalable resources and best practices by developing enablement assets, documentation, playbooks, code samples, implementation guides, and repeatable frameworks that facilitate successful customer adoption of Builder at scale.

• Collaborate cross-functionally to achieve customer outcomes by working closely with Sales, Sales Engineering, Customer Success, Product, Support, and Engineering to ensure seamless handoffs, consistent customer experiences, and effective execution of strategic customer objectives.

⛳️ Requirements

• Extensive Front-End Engineering Experience: Over 6 years of expertise in HTML, CSS, JavaScript, and contemporary front-end frameworks such as React, Vue, Angular, or similar, with a proven history of delivering scalable, maintainable front-end solutions in production settings.

• Experience in Enterprise Implementation: Proven track record of leading technical implementations for enterprise clients, encompassing discovery, solution design, onboarding, troubleshooting, and adoption, with comfort in engaging both hands-on engineers and executive stakeholders.

• Knowledge of Headless and Composable Architecture: Strong understanding of APIs, GraphQL, CMS integrations, design systems, component-based architectures, and enterprise-level content workflows.

• Fluency in AI and Workflow: Experience with AI-driven development workflows, prompt-based systems, or LLM-enabled products, enabling customers to progress beyond experimentation and integrate AI into real production workflows.

• Customer-Facing Technical Acumen: Strong ability to clearly explain complex technical concepts, guide customers through tradeoffs, and establish trust with both technical and non-technical audiences.

• Problem-Solving Attitude: A proactive, detail-oriented problem solver capable of diagnosing complex issues, identifying root causes, and driving practical solutions across customer and internal teams.

• Strategic Perspective: Ability to discern patterns across customers, link technical efforts to business outcomes, and transform customer needs into actionable feedback for Product, Engineering, and Go-to-Market teams.

• Flexibility and Ownership: Comfortable in a fast-paced environment with changing products, priorities, and customer demands. You take initiative, communicate effectively, and consistently seek to enhance the customer experience.

🏝️ Benefits

• Unlimited time off, with a minimum of 3 weeks required each year.

• Mental health days encouraged, with at least one per quarter recommended to recharge.

• Paid parental leave offering 12 weeks of full pay for the birth and care of a newborn or for placement of a child for adoption or foster care.

• $500 budget for home office improvements to ensure comfort in a digital-first setting.

• $500 annual budget for learning and development to support ongoing skill enhancement.

• Reimbursement for co-working space, with access to any WeWork location or up to $300/month at another local co-working space.

• Comprehensive health insurance, with 100% employer-paid premiums for medical, dental, and vision for employees, and 50% covered for eligible dependents.

• Additional insurance coverage, including life insurance, short- and long-term disability, and access to supplemental benefits such as accident and critical illness insurance, depending on location.

• 401k plan available for US-based team members to aid in financial planning.

• Real equity with a four-year vesting schedule and a one-year cliff, along with a generous ten-year exercise window.