Customer Solutions Engineer

Sift • San Francisco, CA

1d • $110,000 - $150,000

About The Position

As a Customer Solutions Engineer at Sift, you are the bridge between the customer-facing team and the engineering and product teams. You explain complex ideas to customers and relay customer needs to engineering and product. When a customer’s needs and our product don’t fully align, you’re the internal customer advocate who drives critical solution changes and refinements to our offerings.

What you’ll do:
Own the most complex customer issues: Customer Solutions Engineering is a team of highly technical customer-facing experts. You’ll partner closely with our Customer Success Management as the technical liaison to Enterprise/Strategic accounts, and make sure they maximize Sift value. This team is responsible for building a deep understanding of customers’ business problems, technical requirements and success criteria -- empowering customers to solve complex business problems.
Support the customer lifecycle: You will be the customer’s technical point of contact throughout their relationship with Sift, while also partnering with our Support team. You’ll understand the customer's business and technical needs. Day to day this involves understanding the nuances of their integration, working alongside Sift’s data science team to ensure the customer’s machine learning model health, meticulously whiteboarding the flow of their data to expand their integration, and being the internal voice of the customer. In short, you’ll do whatever it takes to make the customer successful.
Automate and Optimize: You will apply your deep technical and customer knowledge to help iterate on and improve internal and external processes. For some customers, you’ll write custom queries and scripts to calculate metrics to prove ROI, and optimize recurring processes. Internally, you will automate tasks, and take innovative approaches to problem-solving that will have the power to help guide internal decision-making.

Requirements

• 5+ years in a technical customer-facing role
• Close cross-functional collaboration with data science, engineering and product
• Outstanding communication skills, including the ability to communicate complex technical and business concepts to developers and non-developers
• Creative, coachable, collaborative, goal-oriented, and thoughtful
• Strong work ethic and commitment to excellence
• Growth mindset - enjoy learning new skills, and applying it to technical challenges
• Resourceful and proactive
• Not afraid of challenging the status quo
• Strong experience writing scripts and queries to build internal tools and data pulls (For example: SQL, Python, Bash scripting)
• Comfort with APIs and web technologies
• Ability to prioritize, and deliver on multiple projects in tandem
• Thrive under pressure and enjoy clarifying ambiguous situations

Nice To Haves

• Experience in the B2B payments and/or fraud space

Responsibilities

• Own the most complex customer issues
• Partner closely with Customer Success Management as the technical liaison to Enterprise/Strategic accounts
• Build a deep understanding of customers’ business problems, technical requirements and success criteria
• Be the customer’s technical point of contact throughout their relationship with Sift
• Partner with the Support team
• Understand the customer's business and technical needs
• Understand the nuances of their integration
• Work alongside Sift’s data science team to ensure the customer’s machine learning model health
• Whiteboard the flow of their data to expand their integration
• Be the internal voice of the customer
• Apply deep technical and customer knowledge to iterate on and improve internal and external processes
• Write custom queries and scripts to calculate metrics to prove ROI
• Optimize recurring processes
• Automate tasks internally
• Take innovative approaches to problem-solving to guide internal decision-making

Benefits

• Diversity, equity, and inclusion initiatives

What This Job Offers

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