Customer Engineer (SaaS)

TL;DR

Customer Engineer (SaaS): Managing the technical lifecycle of commercial accounts from discovery and implementation to adoption and expansion with an accent on technical health and ROI articulation. Focus on troubleshooting front-end implementations, integrating REST APIs, and leveraging AI tools to accelerate account workflows.

Location: Hybrid (Raleigh, NC). In-office 3 days per week.

Salary: $158,959 - $198,699 OTE

Company

A fast-growing startup improving society's experience with software through product analytics and digital adoption platforms.

What you will do

• Partner with Account Directors to lead technical discovery, demos, and evaluations for commercial accounts.
• Own the onboarding process, troubleshooting integrations, and configuring front-end implementations.
• Monitor usage signals to prevent configuration drift and facilitate enablement workshops to drive ROI.
• Identify technical expansion opportunities and build mitigation plans for account risks.
• Maintain accurate account documentation in Salesforce and contribute to the team knowledge base.
• Utilize AI workflows to enhance account research, call preparation, and troubleshooting.

Requirements

• 3-5 years of experience in a customer-facing technical role such as Solutions Engineering, Technical Account Management, or Professional Services.
• Hands-on proficiency with HTML, CSS, JavaScript, and REST APIs for front-end troubleshooting.
• Proven experience managing a portfolio of B2B enterprise software accounts with competing priorities.
• Ability to communicate complex technical concepts to both technical and non-technical stakeholders.
• Must be based in Raleigh, NC for a hybrid work arrangement (3 days/week in-office).
• Active integration of AI tools into daily professional workflows.

Nice to have

• Experience with hirify.global or similar digital adoption and product analytics tools.
• Knowledge of product management, UX, or digital transformation.
• Background in data integration, event tracking, or analytics instrumentation.

Culture & Benefits

• Hybrid work culture requiring 3 days in-office.
• Highly competitive employer-heavy health coverage with $0 premium options.
• Strong 401(k) match and equity options.
• Flexible time off policy.
• Core values emphasizing Bias to Act and Maniacal Focus.