Staff Customer Engineer – Koi

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

📋 Description

• Serve as a technical liaison between engineering teams and customer-facing departments.

• Take ownership of the complete resolution process for technical issues, which includes diagnosing intricate bugs and managing deployments in customer environments.

• Cultivate extensive knowledge of product architecture, features, internal systems, and the technical roadmap.

• Empower Domain Consultants to carry out Proofs of Value (POVs) through deployment assistance, troubleshooting, and demonstrating value.

• Assist internal teams in diagnosing and addressing complex customer-related issues.

• Create internal tools and systems to facilitate independent support team triage.

• Minimize engineering reliance for routine support tasks and POV-related challenges.

• Lead or take charge of the triage process for complicated, high-impact customer issues.

• Collaborate with engineering to uncover root causes and implement sustainable solutions.

• Identify and eliminate recurring challenges in POVs and customer deployments.

• Contribute to the creation and maintenance of internal documentation, troubleshooting manuals, and playbooks.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Industrial Engineering, Software Engineering, or a similar technical field (or equivalent hands-on experience).

• Strong background in software engineering with a comprehensive understanding of software architectures, networking, and infrastructure.

• Demonstrated experience in diagnosing, debugging, and resolving complex technical issues in real-world production environments for customers.

• Ability to swiftly learn new system architectures and debug unfamiliar, legacy, or proprietary codebases independently.

• Experience collaborating with pre-sales, field engineering, or customer success teams to support the technical retention lifecycle.

• Outstanding communication and presentation skills in English.

• A builder mentality with a proven track record of developing scalable tools, automation scripts, and repeatable processes.

• Experience in the cybersecurity industry or at a cyber-focused technology firm is preferred.

• Foundational knowledge in software engineering and practical understanding of software architectures, networking, and infrastructure is preferred.

🏝️ Benefits

• Restricted stock units may be included.

• Bonus opportunities may be available.

• Immigration sponsorship is eligible.

• Reasonable accommodations for qualified individuals with disabilities or special needs will be provided.