Job SummaryThe Staff Customer Engineer serves as the technical bridge between engineering and customer-facing teams, enabling Domain Consultants and support teams to successfully run POVs, deploy solutions, and support customers. You will translate live customer issues into actionable engineering fixes, taking full ownership of the bug-resolution lifecycle and the safe deployment of updates directly to customers.
Qualifications Key Responsibilities- Act as a technical bridge between engineering and customer-facing teams to ensure seamless communication.
- Own the end-to-end resolution of technical issues, diagnosing complex bugs and managing deployment to customer environments.
- Develop deep expertise in the product's architecture, capabilities, internal systems, and technical roadmap.
- Enable Domain Consultants to successfully run POVs, including deployment, troubleshooting, and demonstrating value to customers.
- Support internal teams in diagnosing and resolving complex customer issues to improve overall reliability.
- Build internal tools and systems allowing support teams to perform initial triage independently.
- Improve scalability by reducing dependency on engineering for routine support and POV-related issues.
- Own or lead the triage of the most complex and high-impact customer issues to ensure rapid resolution.
- Partner with engineering to identify root causes of issues and drive long-term, sustainable fixes.
- Identify recurring friction points in POVs and customer deployments, working proactively to eliminate them.
- Contribute to internal documentation, troubleshooting guides, and playbooks to empower cross-functional teams.
Required Qualifications- B.Sc. in Computer Science, Industrial Engineering, Software Engineering, or a related technical discipline (or equivalent practical experience).
- Strong software engineering background with a deep, system-level understanding of software architectures, network, and infrastructure.
- Proven experience diagnosing, debugging, and resolving complex technical issues within real-world, production customer environments.
- Demonstrated ability to quickly master new system architectures and independently debug unfamiliar, legacy, or proprietary codebases.
- Experience partnering closely with pre-sales, field engineering, or customer success teams to support the technical retention lifecycle.
- Exceptional communication and presentation skills in English, translating technical concepts for highly technical and semi-technical stakeholders.
- A strong 'builder' mentality, with a track record of developing scalable tools, automation scripts, and repeatable processes.
Preferred Qualifications- Experience working within the cybersecurity sector or at a cyber-focused technology company.
- A foundational background in software engineering, with a practical understanding of software architectures, network, and infrastructure.
Compensation DisclosureThe compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$95,200.00 - $154,000.00/yr
Is role eligible for Immigration Sponsorship?: Yes
