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

• 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