Customer Engineer

The Customer Engineer role at Builder.io involves supporting technical users in integrating and customizing the Builder platform, troubleshooting and resolving technical issues, identifying customer needs, informing the product roadmap based on customer feedback, improving product documentation, and being a product expert and customer liaison. The ideal candidate should have experience in front-end development, familiarity with modern frontend frameworks, and experience working directly with customers. This is a highly collaborative role that requires strong communication skills and the ability to tackle technical problems.

Support technical users - you will be working with technical users of our platform to help them integrate and customize Builder for their unique needs. You will own technical integration from start to finish for all Enterprise-level customers and lead regular demos and trainings on the product.

Troubleshoot and resolve issues - Collaborate with the Support team to communicate known issues, as well as diagnose and resolve user's technical issues. You will escalate and assist the engineering team when necessary.

Identify Customer Needs - Whether working with a multinational organization or a direct to consumer e-commerce startup, you will need to discern customer needs, distill relevant information and identify patterns to drive optimal adoption of our platform.

Inform our Roadmap - As technical liaison with our largest, and most important customers, you will be the front lines when it comes to customer feedback and feature requests. You will help synthesize those requests to digestible feedback to share with the Product and Engineering teams.

Improve our product and documentation - When you're not supporting users you will be constantly improving our documentation and code examples with the Documentation team.

Be Generalist and Specialist - Customer Engineers are the product expert, customer liaison, debugging gurus who can jump into any code base and help drive customer understanding. You are just as comfortable on a sales call as a pair programming session. This is a highly collaborative and cross–departmental role and you should thrive across any number of teams.

• 3+ years of experience in front-end development - HTML, CSS, JavaScript.
• Experiences with modern frontend frameworks like React, Vue, Angular, or similar.
• Experience with Shopify or integration with any API-driven e-commerce platform is a big plus.
• Experience in working directly with customers, or in some forward facing role.
• Demonstrate an understanding of the needs of growing businesses, including emerging digital and web development trends.
• Passion for helping customers and being proactive when it comes to advising the best strategic and technical solutions to meet customers’ needs.
• Proactive problem solver. High reliability, detail-oriented and outstanding follow-through.
• Ability to work individually and collaboratively within a team environment.
• Comfort with ambiguity, and not afraid to fail or make mistakes. Receptive to feedback and quick to iterate (early stage experience strongly preferred).
• Bring your thinking, strategy and ideas to the team to advance our creative culture and vision for the future.

• Unlimited time off (minimum of 3 weeks per year)
• Quarterly mental health days
• Paid parental leave (12 weeks of full pay)
• $500 home office reimbursement
• $500 annual learning & development budget
• Co-working space reimbursement (WeWork or other local co-working space)
• 100% employer-paid premiums for medical, dental, and vision insurance for employees
• Additional insurance coverage (life insurance, short- and long-term disability, accident and critical illness insurance)
• 401k contribution through Guideline plan
• Real equity with a four-year vesting schedule and ten-year exercise window