Head of Customer Engineering

You will lead the Support and Solutions Engineering organization and turn it into a proactive, customer-focused team that helps customers onboard, adopt, and scale. You will build a scalable support model, define clear processes, SLAs, and escalation paths, and make sure Support, Solutions Engineering, Commercial, Product, and Engineering teams work together effectively. You will define how Solutions Engineers engage in customer onboarding, trials, POCs, enterprise deployments, and technical pre-sales, own operational KPIs and customer satisfaction, and personally participate in customer escalations, incidents, and critical operational activities.

Responsibilities

• Own the Customer Engineering organization covering 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