Customer Engineer

The Customer Engineer sits inside our Customer Experience (CX) team and is a customer-facing engineer who resolves the platform customer bugs that need an actual code change and builds important customer-facing features. Our CX model pairs two roles — Customer Outcomes (relationship and account ownership) and Customer Engineer (code and incidents) — both powered by Computer, our AI engine that handles L1–L4 diagnosis instantly, 24/7.

You are not a back-room ticket-closer. You are the subject-matter expert for a specific product area, lead the technical response when things break, and ship real fixes and features. Every fix you ship feeds back into Computer, so the next identical issue resolves automatically.

Product-area specialist

• Own deep expertise in one area of the product (e.g. integrations, workflows, search/AI, platform).
• Be the go-to escalation point for issues in that area, across accounts.
• Keep Computer's knowledge sharp for your area — feed in fixes, edge cases, and known issues.
• Spot recurring problems and drive them to a permanent fix or product change, partnering with the core Engineering team that owns the area.
• Translate customer technical needs into clear product feedback for Product and Engineering.

Resolution and feature development

• Own and resolve complex, code-level platform customer bugs routed from Customer Outcomes for your product area.
• Build important customer-facing features and enhancements that directly address customer pain points and business needs.
• Use Computer's full L1–L4 diagnosis as a head start — you don't start from zero.
• Investigate root cause at the code level: logs, queries, API behavior, service interactions.
• Write, test, and deploy fixes and features — real resolutions, not just workarounds — and confirm them directly with the customer where relevant.
• Document every fix (what broke, why, how to prevent recurrence) and feed it back to Computer.

Incident management

• Participate in the on-call rotation within the Customer Engineering team to front customer-impacting incidents in your product area and mitigate them.
• Act as first responder: detect and confirm incidents, triage severity and impact, and communicate status to affected customers (plain language) and Customer Outcomes owners.
• Drive or support technical investigation and mitigation alongside core Engineering.
• Lead or contribute to post-incident reviews, then turn every learning into Computer knowledge and a known-issue entry.
• Build playbooks from mitigated incidents so recurring problems can be handled faster — or resolved automatically by Computer next time.

What this role does not do

• Own the overall customer relationship or account book — that stays with Customer Outcomes; you own the technical relationship.
• Sit in a separate, deprioritized engineering backlog — you work inside CX, prioritized by customer impact.

• 3–5 years of hands-on software engineering experience.
• Strong proficiency in a backend language (Golang strongly preferred), with hands-on, production-grade coding experience.
• Prior experience in Customer Engineering, Sustenance/L4 engineering, or an equivalent support-focused, customer-facing engineering team.
• Strong debugging, logging, and observability mindset for distributed systems and microservices.
• Comfortable investigating root cause at the code level — logs, queries, API behavior, and service interactions — and writing, testing, and deploying both fixes and features end-to-end.
• Experience writing postmortems, root-cause documentation, and reliability/incident reports.
• Familiarity with monitoring and observability tools (e.g. Grafana, Datadog, Kibana, or similar).
• Comfortable with on-call responsibilities and leading incident mitigation.
• Excellent communication skills — able to explain root cause and fixes directly to customer engineering and admin stakeholders.
• Good to have: deep expertise in a product area such as integrations, workflows, search/AI, or platform; exposure to multi-tenant SaaS systems; working knowledge of frontend concepts (SPA frameworks, preferably ReactJS); and adoption of modern AI-assisted dev tooling (e.g. Cursor, Claude).

Code-fix and feature delivery time, % of issues resolved without core engineering, root-cause documentation rate, fix-recurrence rate, incident response / time-to-mitigate for your area, and the technical health of the accounts your product area serves.