Head of Customer Engineering

TL;DR

Head of Customer Engineering: Lead Support and Solutions Engineering to transform customer support into a proactive, customer-focused organization with an accent on scalable support models, cross-team collaboration, and enterprise onboarding workflows. Focus on building escalation paths, SLAs, KPIs, and hands-on incident/ticket management while aligning Support, Solutions Engineering, Commercial, Product, and Engineering.

Location: Brno, South Moravian Region, Czechia (Hybrid)

Company

Hands-on leadership role at hirify.global to improve customer onboarding, adoption, and scaling through better support and solutions engineering operations.

What you will do

• Own the Customer Engineering organization (Support and Solutions Engineers), including priorities, delivery, customer outcomes, and day-to-day operations.
• Design and implement a scalable, proactive support model with clear ownership, processes, escalation paths, SLAs, and collaboration across Product, Engineering, Sales, and Customer Success.
• Define how Solutions Engineers support onboarding, trials, POCs, enterprise deployments, escalations, and technical pre-sales activities.
• Ensure high-quality onboarding, internal knowledge sharing, customer documentation, and knowledge transfer from Engineering.
• Partner with Sales on enterprise customer discussions, solution design, and technical onboarding.
• Own operational KPIs, customer satisfaction reporting, process improvement, and participate directly in critical escalations and incidents.

Requirements

• 5+ years of experience leading Technical Support, Professional Services, Solutions Engineering, Customer Success, Customer Engineering, or similar customer-facing technical organizations.
• Experience managing technical customer-facing teams and driving process improvements for tickets, escalations, and incidents.
• Hands-on approach to operational work, including incident management and SLA-driven support operations.
• Experience with API-first SaaS and infrastructure environments, ideally including fintech, blockchain, or developer platforms.
• Experience managing 24/7 support operations, on-call rotations, and incident management processes.
• Strong leadership and communication skills to collaborate effectively across Engineering, Product, Sales, Customer Success, and executive leadership.

Culture & Benefits

• Hybrid workplace based in Brno, South Moravian Region, Czechia.
• Opportunity to build a modern, proactive customer engineering organization that scales with business growth.
• Cross-functional collaboration across Support, Solutions Engineering, Commercial, Product, and Engineering.
• Focus on measurable outcomes through operational KPIs, customer satisfaction, and continuous process improvement.