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About this role
Role mission
We are looking for a hands-on Head of Customer Engineering to lead our Support and Solutions Engineering organization. Your mission is to transform these teams into a proactive, customer-focused team that helps customers successfully onboard, adopt, and scale.
The main goal is to build a scalable support model, improve customer satisfaction, create clear processes, and make sure that Support, Solutions Engineering, Commercial, Product, and Engineering teams work together effectively.
Key responsibilities
Leadership & Operations
- Own the Customer Engineering organization (Support and Solutions Engineers).
- Lead team priorities, delivery, customer outcomes, and day-to-day operations.
- Build a modern, proactive, customer-oriented organization that scales with the business.
- Establish clear ownership, support processes, escalation paths, SLAs, and collaboration models across Product, Engineering, Sales, and Customer Success.
- Define how Solutions Engineers engage in customer 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, and process improvement.
- Participate directly in customer escalations, incidents, and critical operational activities.
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.
- Hands-on approach to tickets, escalations, incidents, and process improvements.
- Experience with API-first, SaaS, infrastructure, fintech, blockchain, or developer platforms.
- Ability to build support processes, escalation models, KPIs, and reporting.
- Experience managing 24/7 support operations, incident management, on-call rotations, and SLA-driven organizations.
- Strong leadership and communication skills with the ability to collaborate effectively across Engineering, Product, Sales, Customer Success, and executive leadership.