Hands-On Customer Engineering Lead

Next Matter; New York (NY); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Unlimited time off

Flexible working

Health benefits

Job summary

Rain is seeking a Customer Engineering Lead to manage the customer-facing arm of our engineering org, coordinating with post-sales, implementations, partner success, and account management. You’ll be a hands-on contributor who also builds teams and scalable processes for a global, always-on customer base.

We value a player-coach who can read and improve an enterprise codebase, while communicating clearly with technical and non-technical stakeholders.

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.
• Player-coach mindset: comfortable in the queue and in building the team and processes.
• Engineer by trade: comfortable reading and contributing to an enterprise codebase with high technical standards.
• Excellent communicator, able to translate complex concepts for non-technical audiences and vice versa.
• Experience defining and implementing SLAs and escalation processes across engineering.
• Comfortable in a fast-paced, high-growth environment balancing scale with immediate partner needs.

Responsibilities

• Hands-on from day one: answer technical tickets, debug partner integrations, and resolve issues with partners.
• Own the technical escalation path from support through engineering, as the primary customer advocate in engineering discussions.
• Identify opportunities to leverage AI and automation to increase efficiency in ticket triage and troubleshooting.
• Define and maintain customer engineering artifacts such as documentation, guides, runbooks, and recipes.
• Help establish operating model and collaboration framework between product and post-sales to ensure SLAs and coverage.
• Partner with platform and product to translate patterns from support tickets into actionable product insights.

Skills

Solutions engineering

Leadership

Enterprise codebase

SLAs & escalation

Cross-functional collaboration

Job description

Rain is seeking a Customer Engineering Lead to manage the customer-facing arm of our engineering org, coordinating with post-sales, implementations, partner success, and account management. You’ll be a hands-on contributor who also builds teams and scalable processes for a global, always-on customer base.

We value a player-coach who can read and improve an enterprise codebase, while communicating clearly with technical and non-technical stakeholders.