Customer Solutions Engineer

Sift; San Francisco (CA); On-site; USD 110,000 - 150,000; Full time

Job summary

Sift is seeking a Customer Solutions Engineer to bridge customer-facing teams with engineering and product. You will understand customer needs, advocate for changes, and drive refinements to offerings.

You will own complex issues, support lifecycle, and improve internal processes with scripts and queries. Strong collaboration and communication are essential in this technical role.

Qualifications

• 5+ years in a technical customer-facing role.
• Ability to translate complex technical concepts for developers and non-developers.
• Experience collaborating with data science, engineering and product teams.
• Proactive, coaching, and results-driven with strong work ethic.
• Familiarity with APIs and web technologies.

Responsibilities

• Own the most complex customer issues and act as technical liaison to Enterprise accounts.
• Support the customer lifecycle and ensure successful integrations and ROI.
• Automate processes, develop internal tools, and improve data flows.

Skills

Cross-functional collaboration

Exceptional communication

Growth mindset

Problem solving

Tools

SQL

Python

Bash scripting

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 role
• Close cross-functional collaboration with data science, engineering and product
• Outstanding communication skills, including the ability to communicate complex technical and business concepts to developers and non-developers
• Creative, coachable, collaborative, goal-oriented, and thoughtful . You have a strong work ethic and are committed to excellence
• You have a growth mindset - you enjoy learning new skills, and applying it to technical challenges
• You are resourceful and proactive. If something seems strange, you'll investigate. You are not afraid of challenging the status quo
• Strong experience writing scripts and queries to build internal tools and data pulls (For example: SQL, Python, Bash scripting) and comfort with APIs and web technologies
• Ability to prioritize, and deliver on multiple projects in tandem. You thrive under pressure and enjoy clarifying ambiguous situations
• Bonus 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. Visit us at sift.com and follow us on LinkedIn.

Compensation Range: $110K - $150K