Technical Customer Engineer

Doppel; New York (NY); On-site; USD 110,000 - 170,000; Full time

Job summary

Doppel is seeking a highly technical, customer-facing Technical Customer Engineer to join our post-sales team. You will serve as an escalation point and work between frontline Support and specialists across Solutions Architecture, Product, and Engineering.

You will own advanced technical investigations, reproduce issues, gather evidence, and communicate findings to internal stakeholders. You will also partner with Customer Success Managers on integrations, reporting, and complex customer needs,

Qualifications

• 5+ years in technical support or related post-sales roles.
• Strong troubleshooting and root-cause analysis across SaaS.
• Experience with enterprise customers and cross-functional teams.
• Hands-on experience with APIs, integrations, data workflows.

Responsibilities

• Serve as escalation point for complex technical issues beyond frontline support.
• Perform deep investigations across configuration, integrations, and reporting.
• Collaborate with Solutions Architecture, Product, and Engineering on complex cases.
• Create reusable playbooks and guides for frontline Support.

Skills

Technical Support

Troubleshooting

Customer Engineering

Enterprise Experience

APIs & Integrations

Communication Skills

Job description

About Doppel

Doppel is building the future of social engineering defense. Our AI-native platform uses agentic AI to protect executives, employees, customers, and brands from phishing, impersonation, fraud, and other AI-powered threats across digital channels. We help some of the world's most recognized brands detect and dismantle attacker infrastructure while strengthening employee resilience through threat-informed training and simulation.

Backed by leading investors including Andreessen Horowitz and Bessemer Venture Partners, Doppel is a rapidly growing Series C startup building the future of social engineering defense. Our team combines deep cybersecurity expertise, operational rigor, and startup velocity to solve some of the internet's most urgent trust and safety challenges.

The Role

We are looking for a highly technical, customer-facing Technical Customer Engineer to serve as an escalation point and a resource across Doppel's post-sales organization.

You will sit between frontline Customer Support and specialist teams such as Solutions Architecture, Product, and Engineering. You will own advanced technical investigations that require deeper product knowledge, troubleshooting, or technical judgment before specialist escalation is necessary.

You will also partner closely with Customer Success Managers as a hands‑on technical resource for integrations, reporting, configuration, and other complex customer needs.

This role is ideal for someone who enjoys solving difficult customer problems, working directly with technical stakeholders, and communicating complex technical concepts clearly to both technical and non‑technical audiences. You will also turn recurring technical work into repeatable solutions that can ultimately be handled by frontline Support or customer self‑service.

What You Will Do

Resolve Advanced Technical Issues

• Serve as an escalation point for complex issues that cannot be resolved by frontline Customer Support.
• Perform deep technical investigation across platform configuration, integrations, alert behavior, workflows, reporting, and other complex customer scenarios.
• Reproduce issues, gather evidence, identify likely root causes, and distinguish between configuration problems, expected behavior, product defects, and specialist‑owned work.
• Resolve complex technical issues directly whenever possible, not simply prepare them for escalation.
• Escalate to Solutions Architecture, Product, or Engineering only after completing the required technical investigation and documenting a clear, specific request.
• Maintain ownership of the technical investigation through resolution or a clear handoff, and communicate findings to Support, Customer Success, and other internal stakeholders.

Partner with Customer Success

• Serve as a technical resource to CSMs on complex customer questions, technical risks, and platform needs.
• Participate in customer‑facing technical discussions when deeper product or integration expertise is required.
• Help CSMs understand technical constraints, available solutions, and appropriate next steps without taking over commercial account ownership.
• Support technically complex customer initiatives that require coordination across multiple Doppel teams.

Deliver Technical Services

• Support customer integrations, including APIs, authentication, data flows, SSO, and other supported platform connections.
• Build and troubleshoot customer‑facing reports and data‑delivery solutions, including reports based on alert metrics, platform activity, and technical analysis.
• Assist with complex platform configuration and optimization.
• Deliver defined technical projects within established Technical Services scope, escalating work that requires custom architecture or engineering.
• Create reusable approaches for recurring integration, reporting, and configuration needs.

Improve Support Scale

• Turn recurring advanced investigations into troubleshooting guides, diagnostics, documentation, and playbooks for frontline Support.
• Identify work that can be shifted from Customer Engineering to frontline Support through better tooling, documentation, or training.
• Partner with Support and Enablement to improve technical knowledge and troubleshooting capability.
• Identify opportunities for automation, self‑service, or product improvements that reduce recurring manual work.
• Share recurring customer friction and product gaps with Product and Engineering.

What We Are Looking For

• 5+ years of experience in technical support, support engineering, customer engineering, solutions engineering, solutions architecture, technical account management, or a related technical post‑sales role.
• Strong troubleshooting and root‑cause analysis skills across complex SaaS environments.
• Experience working directly with enterprise customers and communicating technical concepts clearly to both technical and non‑technical stakeholders.
• Hands‑on experience with APIs, integrations, authentication, data workflows, r