Customer Engineering Lead - Hybrid, Equity

raincards.xyz; New York (NY); Hybrid; USD 200,000 - 280,000; Full time

Benefits offered by this job

Unlimited time off

Flexible working

Health benefits

401(k) match

Equity plan

Wellness stipend

Office meals

Team summits

Job summary

Rain is seeking a Customer Engineering Lead in New York, NY for a hands-on leadership role. You will manage the customer-facing arm of the engineering org, solving issues directly while growing the team and processes around you.

The role blends technical depth with strategic partnership across post-sales, product, and platform teams to support a global, always-on customer base. You’ll define SLAs, own escalation paths, and partner with product to translate feedback into actionable improvements.

Qualifications

• 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.

Responsibilities

• 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

Skills

Solutions engineering

Leadership

Technical communicator

SLAs & escalations

Codebase literacy

Tools

AI & automation

Job description

Rain is seeking a Customer Engineering Lead in New York, NY for a hands-on leadership role. You will manage the customer-facing arm of the engineering org, solving issues directly while growing the team and processes around you.

The role blends technical depth with strategic partnership across post-sales, product, and platform teams to support a global, always-on customer base. You’ll define SLAs, own escalation paths, and partner with product to translate feedback into actionable improvements.