Platform Customer Engineer – AI-Driven Debug & Fixes

DevRev Inc.; Argentina; Remote; ARS 92,325,000 - 138,487,000; Full time

Job summary

DevRev Inc. is seeking a Customer Engineer to join the Customer Experience (CX) team. You will resolve platform bugs that require code changes and contribute to customer-facing features, acting as the subject-matter expert for a product area and shipping fixes that feed into Computer, our AI engine.

You will collaborate with Product and Engineering, participate in on-call incidents, and communicate clearly with customers and stakeholders to drive reliable outcomes.

Qualifications

• 3–5 years of hands-on software engineering experience.
• Strong proficiency in a backend language (Golang strongly preferred), with 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 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 product areas like integrations, workflows, search/AI, or platform.

Responsibilities

• 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 and edge cases.
• Translate customer technical needs into clear product feedback for Product and Engineering.
• Own and resolve complex, code-level platform customer bugs routed from Customer Outcomes.
• Build important customer-facing features addressing customer pain points.
• Use Computer's L1–L4 diagnosis as a head start.
• Investigate root cause at the code level: logs, queries, API behavior, service interactions.
• Write, test, and deploy fixes and features — with customer involvement where relevant.
• Document fixes and feed back to Computer.
• Participate in on-call rotation within the Customer Engineering team.
• Lead or contribute to post-incident reviews and create known-issue entries.

Skills

Golang

Backend development

Debugging & observability

On-call experience

Customer-facing engineering

Communication

Tools

Grafana

Datadog

Kibana

Job description

DevRev Inc. is seeking a Customer Engineer to join the Customer Experience (CX) team. You will resolve platform bugs that require code changes and contribute to customer-facing features, acting as the subject-matter expert for a product area and shipping fixes that feed into Computer, our AI engine.

You will collaborate with Product and Engineering, participate in on-call incidents, and communicate clearly with customers and stakeholders to drive reliable outcomes.