Sr. Customer Engineer, Enterprise
New
Location: San Francisco, CA / Seattle, WA / Denver, CO / Remote. This is a remote role supporting a West Coast territory.Full-TimeSenior
Salary193,393 - 241,742 USD per year OTE
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Job Details
- Experience
- 5 to 8 years of experience
- Required Skills
- AndroidArtificial IntelligenceHTMLCSSJavascriptMachine LearningReact NativeSwiftProduct AnalyticsRESTful APIs
Requirements
- 5 to 8 years of experience in a customer-facing technical role such as Solutions Engineering, Technical Account Management, Customer Engineering, implementation, professional services, or solutions architecture.
- Deep hands-on experience with web technologies including HTML, CSS, JavaScript, and REST APIs, with the ability to architect and troubleshoot complex front-end implementations.
- Proven experience managing strategic Enterprise accounts with executive-level stakeholders, competing priorities, and complex technical or business requirements.
- Demonstrated ability to solve ambiguous problems involving multiple variables, constraints, and tradeoffs.
- Experience connecting technical execution to business outcomes such as retention, expansion, ROI, and value realization.
- Hands-on use of AI tools for account research, content creation, or workflow automation, with demonstrated integration into day-to-day work rather than light experimentation.
- Experience mentoring or coaching more junior technical team members.
- Experience with Pendo, digital adoption platforms, product analytics, or in-app experience tooling in an enterprise environment.
- Hands-on experience with mobile app development, including Swift, Android, or React Native.
- Familiarity with data architecture, AI or machine learning concepts, or advanced analytics instrumentation.
- Track record of building reusable frameworks, playbooks, or processes that were adopted by a broader team.
Responsibilities
- Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and expansion across lines of business.
- Identify customer pain, craft and deliver tailored demos, and lead technical evaluations through requirements gathering, success criteria, installation guidance, and hands-on workshops.
- Lead onboarding for strategic customers, including planning, implementation, integrations, and training.
- Build customer-specific implementation playbooks, guide complex deployments with executive visibility, and ensure customers realize value during onboarding and over time.
- Identify opportunities to expand adoption across underutilized features, untapped products, and new lines of business.
- Serve as an escalation point for complex technical challenges raised by other Customer Engineers.
- Build playbooks, document repeatable fixes, coach peers, and improve how Customer Engineering work gets done across the team.
- Assess account health, risks, stakeholder relationships, and the highest-priority problems to solve within your portfolio.
- Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts.
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