Customer Engineering Lead — AI-Driven Partner Solutions

Rain; New York (NY); Hybrid; USD 200,000 - 280,000; Full time

Benefits offered by this job

Unlimited time off

Flexible work location

Health benefits

401(k) with company match

Equity plan

Home office stipend

Team summits

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Solutions engineering

Leadership

Technical communication

Cross-functional collaboration

SLA definition

Tools

AI automation

Job description

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.