Director, Customer Engineering
New
J
JobgetherEnterprise SaaS
Remote work opportunity within the United States.Full-TimeDirector
SalaryCompetitive on-target earnings of $231,000–$317,000 USD, including base pay and commissions.
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Job Details
- Experience
- 5+ years of experience leading and developing customer-facing technical professionals
- Required Skills
- Data AnalysisTroubleshooting
Requirements
- Bring 5+ years of experience leading and developing customer-facing technical professionals.
- Have a background in Solutions Engineering, technical consulting, post-sales engineering, or a comparable customer-facing technical function.
- Understand the difference between demonstrating a technical solution and delivering, implementing, and validating one in a customer environment.
- Bring technical expertise in enterprise SaaS, API-based capabilities, data analysis, automation, integrations, advanced product configuration, and troubleshooting product behavior.
- Translate ambiguous customer challenges into delivered solutions with clear adoption and measurable business results.
- Coach technical professionals in customer discovery, problem-solving, stakeholder management, solution validation, and evidence-based documentation.
- Prioritize engagements, define scope, assess solution feasibility and supportability, and develop talent.
- Engage with customer executives, IT leaders, frontline operators, and account stakeholders, and influence Product and Engineering teams.
- Establish operating models, engagement guidelines, prioritization frameworks, delivery standards, or processes that enable a technical function to scale.
- Communicate and collaborate across Customer Success, Implementation, Sales, Solutions Engineering, Product, and Engineering.
- Experience in fleet management, transportation, safety, telematics, IoT, or other physical-operations industries is preferred.
Responsibilities
- Lead, coach, and develop Customer Engineers, setting expectations for technical quality, customer accountability, collaboration, documentation, and outcomes.
- Prioritize strategic customer engagements where technical solutions can increase realized value, address operational gaps, reduce displacement risk, or support product adoption.
- Guide complex customer engagements through discovery, solution design, technical validation, stakeholder alignment, and results measurement.
- Ensure engagements have a defined business problem, customer sponsor, feasible solution path, measurable success criteria, and accountable handoff owner.
- Define and improve the team's engagement model, intake process, capacity planning, technical standards, delivery expectations, and handoff practices.
- Establish an operating cadence to review capacity, engagement progress, solution quality, and customer outcomes.
- Track delivered and adopted solutions, documented customer value, recurring technical barriers, reusable patterns, product insights, and retention and expansion contributions.
- Translate validated customer needs and technical evidence into actionable feedback for Product and Engineering.
- Coordinate responsibilities with Customer Success, Implementation, Sales, account teams, and pre-sales Solutions Engineering.
- Turn proven solutions into repeatable workflows, technical guidance, documentation, and enablement resources.
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