Sr. Customer Engineer, Enterprise (Pre & Post Sales)

Description

The customer engineering team is the technical core of the company's pre-sales and post-sales customer work. It combines customer success, technical account management and solutions engineering into one owner who supports a customer across the full lifecycle.

The team helps customers link technical delivery to business results and get the most from their investment in the product.

The company was founded in 2013 by former product managers and is one of the fastest-growing startups, backed by Battery Ventures, Salesforce Ventures, Spark Capital and Meritech.

Responsibilities

• Own strategic and complex Enterprise accounts from acquisition through implementation, adoption, expansion and escalation.
• Set the technical strategy for complex deployments and resolve unclear customer problems.
• Work with account teams to improve retention, grow expansion and deliver customer value.
• Partner with Account Directors on pre-sales work for new customers, product expansion and growth across lines of business.
• Find customer pain points, build tailored demos and lead technical evaluations, including requirements gathering, success criteria, installation guidance and hands-on workshops.
• Improve customer health, retention, expansion and technical resolution across strategic accounts, with measurable results.
• Create at least one reusable framework, playbook or process that other Customer Engineers use, and advise Account Directors on account health and technical strategy.
• Find expansion chances in underused features, untapped products and new lines of business. When adoption stalls, find the root cause, set a path forward and tie the work to business outcomes.
• Lead onboarding for strategic customers, covering planning, implementation, integrations and training. Build customer-specific implementation playbooks, guide complex rollouts with executive visibility and make sure customers see value early and over time.
• Build playbooks, document repeatable fixes, coach peers and improve team workflows. Use AI tools to speed up content, spot patterns across accounts and share practical findings.
• Assess account health, risks, stakeholder relationships and the top priorities in your portfolio. Build trust with Account Directors and customer stakeholders, then lead complex customer conversations on your own.
• Act as the escalation point for hard technical problems raised by other Customer Engineers, resolving issues with many variables and trade-offs and involving Product or Engineering only when necessary.

Requirements

• You build things rather than maintain them. You work best when no clear path exists and you define one.
• You do not wait for direction. You spot gaps, shape solutions and push them forward, acting as a strategic advisor who influences decisions, guides stakeholders and raises how the team works.
• You are curious about AI and use it as a multiplier. You have changed how you work around these tools, so you are faster, sharper and more productive, and you apply that to how you prepare, communicate and think.
• You care about working with customers and building strong, lasting relationships with them.
• You have 5 to 8 years of experience in a customer-facing technical role such as Solutions Engineering, Technical Account Management, Customer Engineering, implementation, professional services or solutions architecture.
• You have deep hands-on experience with HTML, CSS, JavaScript and REST APIs, and can design and troubleshoot complex front-end implementations.
• You have a proven record managing strategic Enterprise accounts with executive stakeholders, competing priorities and complex technical or business requirements.
• You can solve unclear problems with many variables, constraints and trade-offs.
• You have linked technical work to business outcomes such as retention, expansion, ROI and value realization.
• You use AI tools daily for account research, content creation or workflow automation, beyond occasional testing.
• You have mentored or coached more junior technical team members.

Conditions

The role is based in the London office in the UK.

The company works in a hybrid model, with three days per week in the London office.

Salary ranges are set to compete for a company of this size and sector, and pay is one part of a wider reward package.

Equal opportunity applies, and the company welcomes people of all backgrounds, experiences, abilities and perspectives.

Benefits

• Comprehensive, top-tier medical, dental and life coverage.
• Pension matching.
• Equity.
• High-value lifestyle perks.