Customer Engineering Lead

Rain; New York (NY); Híbrido; USD 200.000 - 280.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Unlimited time off

Flexible work location

Health benefits

401(k) with company match

Equity plan

Home office stipend

Team summits

Descripción de la vacante

Rain is seeking a Customer Engineering Lead to manage the customer-facing arm of our engineering org. You will partner with solutions, post-sales, and account teams to resolve complex issues and drive improvements for a global, always-on customer base.

You will lead technically, code with the team when needed, implement SLAs, and translate support patterns into product insights while nurturing a high-performing, empathetic group in a fast-growth environment.

Formación

• 5+ years of solutions engineering or a related technical partner-facing role.
• 3+ years in a leadership capacity.
• Engineer by trade with ability to read and contribute to an enterprise codebase.
• Excellent communicator translating complex concepts for non-technical audiences.
• Experience defining and implementing SLAs and escalation processes.

Responsabilidades

• Answer technical support tickets, debug partner integrations, and work with partners to resolve issues.
• Own the escalation path from support through engineering as the customer advocate.
• Identify opportunities to leverage AI and automation to increase efficiency and handle higher volume.
• Define and maintain customer engineering artifacts such as documentation, guides, and runbooks.
• Help establish the operating model between product and post-sales to ensure SLAs and coverage.
• Collaborate with platform and product to translate patterns into actionable product insights.

Conocimientos

Solutions engineering

Leadership

Technical communication

Cross-functional collaboration

SLA definition

Herramientas

AI automation

Descripción del empleo

Rain is the global stablecoin payments platform for enterprises, neobanks, platforms, developers, and AI agents. Our technology allows partners to move, store, and use stablecoins instantly and compliantly through global payment cards, rewards, on/offramps, wallets, and cross-border rails. As both a Visa and Mastercard Principal Member, Rain issues cards that work at more than 175 million merchant locations in over 220 countries and territories. Built natively for stablecoins and trusted by more than 100 organizations worldwide, Rain delivers secure, scalable infrastructure that makes money move freely and instantly around the world.

Rain is the global stablecoin payments platform for enterprises, neobanks, platforms, developers, and AI agents. Our technology allows partners to move, store, and use stablecoins instantly and compliantly through global payment cards, rewards, on/offramps, wallets, and cross-border rails. As both a Visa and Mastercard Principal Member, Rain issues cards that work at more than 175 million merchant locations in over 220 countries and territories. Built natively for stablecoins and trusted by more than 100 organizations worldwide, Rain delivers secure, scalable infrastructure that makes money move freely and instantly around the world.

Our ethos

We believe in an open and flat structure. You will be able to grow into the role that most aligns with your goals. Our team members at all levels have the freedom to explore ideas and impact the roadmap and vision of our company.

About The Role

As a Customer Engineering Lead, you'll manage the customer-facing arm of our engineering org. Working with our existing solutions team, you'll coordinate process and policies with the post-sales org, spanning implementations, partner success, and account management. We're looking for a player-coach: you'll need to get your hands dirty on the frontlines to understand where the gaps and inefficiencies are. Armed with that experience, you'll grow this function to meet the needs of our global, always-on customer base.

What You'll Do

• Hands-on from day one: answer technical support tickets, debug partner integrations, and work directly with partners to resolve issues
• Own the technical escalation path from support through engineering, serving as the primary customer advocate within engineering discussions
• Identify opportunities to leverage AI and automation to increase operational efficiency - whether that's streamlining ticket triage, accelerating troubleshooting, or enabling the team to handle higher volume without sacrificing quality
• Define and maintain customer engineering artifacts such as documentation, guides, runbooks, and recipes
• Help establish the operating model and collaboration framework between product and post-sales to ensure tickets are resolved within SLAs and gaps are covered
• Partner with platform and product to translate patterns from support tickets, implementation friction, and feature requests into actionable product insights

Who You Are

• 5+ years of experience in solutions engineering, forward-deployed engineering, or a related technical partner-facing role, with at least 3 years in a leadership capacity
• Excited by a player-coach role - you're comfortable being in the queue, solving problems directly, while simultaneously building the team and processes around you
• An engineer by trade: you're comfortable reading and contributing to an enterprise codebase while meeting a high bar of technical excellence
• Excellent communicator who can translate complex technical concepts for non-technical audiences - and vice versa
• Experience defining and implementing SLAs and escalation processes, especially cross-functionally to and from engineering teams
• Comfortable operating in a fast-paced, high-growth environment where you'll need to balance building for scale with solving immediate partner needs
• You lead with empathy and understand that great customer engineering is a competitive advantage

Nice to have

• Experience at a card issuing platform or payments infrastructure company
• Familiarity with card network operations, BIN management, and transaction processing
• Experience building customer engineering teams and functions

Things that enable a fulfilling, healthy and happy experience at Rain:

• Unlimited time off Unlimited vacation can be daunting, so we require Rainmakers to take 10 days minimum for themselves.
• Flexible working We support a flexible workplace - work from home, come into an office, or both. New Rainmakers receive a stipend to set up a comfortable home workspace.
• Easy to access benefits For US Rainmakers, we cover 95% of your health, dental, and vision plan costs and 90% for your dependents, plus a 100% company-subsidized life insurance plan.
• Retirement goals Plan for the future with confidence. We offer a 401(k) with a 4% company match.
• Equity plan Every Rainmaker gets an equity option plan so we all benefit from our success.
• Health and Wellness High performance begins from within. Rainmakers receive a monthly stipend to be used for eligible health and wellness spending like gym memberships/fitness classes, massages, acupuncture - whatever recharges you!
• In-office meals Rainmakers working from the office enjoy lunch and dinner on us, covered with a DoorDash credit.
• Team summits Summits play an important role at Rain. Time together helps us build relationships and a common destiny. Expect team and company offsites, both domestic and international.

Compensation Range: $200K - $280K