Customer Engineering Lead

Rain • New York, NY

4h • Hybrid

About The Position

As a Customer Engineering Lead, you’ll manage the customer-facing arm of our engineering org. Working with our existing solutions team, you’ll coordinate process and policies with the post-sales org, spanning implementations, partner success, and account management. We’re looking for a player-coach: you’ll need to get your hands dirty on the frontlines to understand where the gaps and inefficiencies are. Armed with that experience, you’ll grow this function to meet the needs of our global, always-on customer base.

Requirements

• 5+ years of experience in solutions engineering, forward-deployed engineering, or a related technical partner-facing role, with at least 3 years in a leadership capacity
• Excited by a player-coach role - you're comfortable being in the queue, solving problems directly, while simultaneously building the team and processes around you
• An engineer by trade: you’re comfortable reading and contributing to an enterprise codebase while meeting a high bar of technical excellence
• Excellent communicator who can translate complex technical concepts for non-technical audiences - and vice versa
• Experience defining and implementing SLAs and escalation processes, especially cross-functionally to and from engineering teams
• Comfortable operating in a fast-paced, high-growth environment where you'll need to balance building for scale with solving immediate partner needs
• You lead with empathy and understand that great customer engineering is a competitive advantage

Nice To Haves

• Experience at a card issuing platform or payments infrastructure company
• Familiarity with card network operations, BIN management, and transaction processing
• Experience building customer engineering teams and functions

Responsibilities

• Hands-on from day one: answer technical support tickets, debug partner integrations, and work directly with partners to resolve issues
• Own the technical escalation path from support through engineering, serving as the primary customer advocate within engineering discussions
• Identify opportunities to leverage AI and automation to increase operational efficiency - whether that's streamlining ticket triage, accelerating troubleshooting, or enabling the team to handle higher volume without sacrificing quality
• Define and maintain customer engineering artifacts such as documentation, guides, runbooks, and recipes
• Help establish the operating model and collaboration framework between product and post-sales to ensure tickets are resolved within SLAs and gaps are covered
• Partner with platform and product to translate patterns from support tickets, implementation friction, and feature requests into actionable product insights

Benefits

• Unlimited time off 🌴Unlimited vacation can be daunting, so we require Rainmakers to take 10 days minimum for themselves.
• Flexible working ☕ We support a flexible workplace, if you feel comfortable at home please work from home. If you’d like to work with others in an office feel free to come in. We want everyone to be able to work in the environment in which they are their most confident and productive selves. New Rainmakers will have a stipend to create a comfortable atmosphere at home.
• Easy to access benefits 🧠For US Rainmakers, we offer comprehensive health, dental and vision plans for you and your dependents, as well as a 100% company subsidized life insurance plan.
• Retirement goals💡Plan for the future with confidence. We offer a 401(k) with a 4% company match.
• Equity plan 📦 We offer every Rainmakers an equity option plan so we can all can benefit from our success.
• Rain Cards 🌧️ We want Rainmakers to be knowledgeable about our core products and services. To support this mission, we issue a card for our team to utilize the card for testing.
• Health and Wellness 📚 High performance begins from within. Rainmakers are welcome to use their card for eligible health and wellness spending like gym memberships/fitness classes, massages, acupuncture - whatever recharges you!
• Team summits ✨ Summits play an important role at Rain! Time spent together helps us get to know each other, strengthen our relationships, and build a common destiny. Expect team and company offsites both domestically and internationally.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed