Customer Engineer

Responsibilities We’re hiring a Customer Engineer to serve as the technical backbone of our customer relationships, from first implementation through long-term success You’ll work directly with technical customers to design and deploy solutions, solve complex integration challenges, and make sure they get real value from the platform You’re also the critical link between customers and the product team — the person who surfaces what’s not working, what’s needed next, and what’s worth building. This is a role for someone who’s technically sharp, genuinely enjoys working with customers, and takes ownership of outcomes, not just tasks Technical Support — Provide front‑line technical support to engineering teams using Ampersand — answering questions in Slack and hopping on calls to troubleshoot live Customer Onboarding — Support onboarding from a technical perspective, from initial setup through a working implementation Escalation Management — Escalate issues to the core engineering team with the context required for a fast resolution — and own the loop until it’s closed Product Feedback — Partner with the broader engineering team to identify product gaps, bugs, and recurring feature requests. Your perspective from the field matters Expert Partnership — Act as a thought partner and extended team member to customers — not just a support contact. Be the person who actually knows the product cold Tooling & Automation — Build tools and automations, and leverage AI to accelerate troubleshooting and reduce time‑to‑resolution Problem Solving — Dive into code and logs. Front‑load as much solving as possible before escalating. Communicate with empathy, substance, and technical accuracy Qualifications A pattern‑recognition instinct — you notice recurring problems and surface them proactively Clear communication across a range of audiences — junior engineer to VP of Engineering Strong technical foundations — APIs, integrations, and modern software architectures aren’t foreign to you Familiarity with AI‑native products, agent‑based systems, or workflow automation is a bonus You dive into code and logs; you don’t stop at the surface of a problem Experience with APIs, integrations, developer tools, or enterprise software is a strong plus Computer science degree, or 3+ years in solutions engineering, customer engineering, implementation, technical consulting, or developer support You distill what the customer is saying, read between the lines, and ask follow‑up questions that uncover the deeper issue #J-18808-Ljbffr