Customer Solutions Engineer

Doist; San Francisco (CA); On-site; USD 150,000 - 190,000; Full time

Job summary

Sift is seeking a Customer Solutions Engineer to bridge customers with engineering and product teams. You will own the most complex issues, collaborate with data science and engineering, and drive solutions that maximize value for strategic accounts.

You’ll be the technical voice of the customer across lifecycle, contribute to ML health, and automate data flows. A growth mindset and strong scripting ability are essential for success.

Qualifications

• 5+ years in a technical customer-facing role.
• Cross-functional collaboration with data science, engineering and product.
• Outstanding communication skills; explain complex concepts to developers and non-developers.
• Growth mindset; eager to learn and apply new skills to challenges.
• Resourceful and proactive; investigate when something seems off; challenge status quo.
• Strong experience writing scripts/queries for internal tools and data pulls (SQL, Python, Bash) and APIs/web tech.
• Able to prioritize and deliver on multiple projects under pressure.

Responsibilities

• Own the most complex customer issues and act as technical liaison to Enterprise/Strategic accounts.
• Be the technical point of contact throughout the customer lifecycle, coordinating with Support.
• Understand customer business/technical needs; document data flows and ensure ML model health.
• Write scripts/queries to build internal tools and automate processes; improve data workflows.

Skills

Customer-facing

Cross-functional

Communication

Growth mindset

Problem solving

SQL

Python

APIs

Project management

Job description

As a Customer Solutions Engineer at Sift, you are the bridge between the customer-facing team and the engineering and product teams. You explain complex ideas to customers and relay customer needs to engineering and product. When a customer’s needs and our product don’t fully align, you’re the internal customer advocate who drives critical solution changes and refinements to our offerings.

What you’ll do:

Own the most complex customer issues: Customer Solutions Engineering is a team of highly technical customer-facing experts. You’ll partner closely with our Customer Success Management as the technical liaison to Enterprise/Strategic accounts, and make sure they maximize Sift value. This team is responsible for building a deep understanding of customers’ business problems, technical requirements and success criteria -- empowering customers to solve complex business problems.

Support the customer lifecycle: You will be the customer’s technical point of contact throughout their relationship with Sift, while also partnering with our Support team. You’ll understand the customer's business and technical needs. Day to day this involves understanding the nuances of their integration, working alongside Sift’s data science team to ensure the customer’s machine learning model health, meticulously whiteboarding the flow of their data to expand their integration, and being the internal voice of the customer. In short, you’ll do whatever it takes to make the customer successful.

Automate and Optimize: You will apply your deep technical and customer knowledge to help iterate on and improve internal and external processes. For some customers, you’ll write custom queries and scripts to calculate metrics to prove ROI, and optimize recurring processes. Internally, you will automate tasks, and take innovative approaches to problem-solving that will have the power to help guide internal decision-making.

What would make you a strong fit:

5+ years in a technical customer-facing roleClose cross-functional collaboration with data science, engineering and productOutstanding communication skills, including the ability to communicate complex technical and business concepts to developers and non-developersCreative, coachable, collaborative, goal-oriented, and thoughtful. You have a strong work ethic and are committed to excellenceYou have a growth mindset - you enjoy learning new skills, and applying it to technical challengesYou are resourceful and proactive. If something seems strange, you’ll investigate. You are not afraid of challenging the status quoStrong experience writing scripts and queries to build internal tools and data pulls (For example: SQL, Python, Bash scripting) and comfort with APIs and web technologiesAbility to prioritize, and deliver on multiple projects in tandem. You thrive under pressure and enjoy clarifying ambiguous situationsBonus points for experience in the B2B payments and/or fraud space

Please note: Final round interviews may be held in person

Let’s build it together:

At Sift, we are intentionally building a diverse, equitable, and inclusive workplace. We believe that diversity drives innovation, equity is a fundamental right, and inclusion is a basic human need. We envision a place where all Sifties feel secure sharing their authentic selves and diverse experiences with their teams, their customers, and their community – ultimately using this empowerment and authenticity to build trust and create a safer Internet.

This document provides transparency around how Sift handles the personal data of job applicants: https://sift.com/recruitment-privacy

A little about us:

Sift is the AI-powered fraud platform securing digital trust for leading global businesses. Our deep investments in machine learning and user identity, a data network scoring 1 trillion events per year, and a commitment to long-term customer success empower more than 700 customers to grow fearlessly. Global brands rely on Sift to unlock growth and deliver seamless consumer experiences. Visitusatsift.comand followusonLinkedIn.