Founding Customer Engineer

Terminal•Toronto, ON

11d•CA$200,000 - CA$235,000•Onsite

About The Position

Post-sales at Terminal is NOT a support function - it is our primary growth engine. Our model compounds through the scaling, expansion, and retention of existing customers, not only through new logos, making this role the operational core of the company’s growth. We’re hiring our first Customer Engineer to own the post-sign technical lifecycle inside Terminal’s enterprise accounts, end-to-end. You won’t inherit a production-readiness standard or an implementation playbook; rather, you’ll have the opportunity to write them. Working in a dedicated pod with a Strategic Account Manager and a Customer Success Manager, you take each customer from signed contract to production readiness and then to technical scaling across the fleets, and you build the system that every Customer Engineer after you will inherit. You own the technical truth of the account: what is integrated, what is certified, and what it will take to scale. You turn integration ambiguity into a dated, defensible path to go-live, and you own every technical escalation until it is closed. You take account-level direction from the SAM and report to the COO. This is a senior, high-accountability role: we’re hiring someone who has delivered enterprise implementations in a post-sales context, specifically, not something adjacent.

Requirements

You’ve delivered technical implementations for Fortune 500 customers in a post-sales context, not pre-sales SE work, not support-engineer work. You can point to enterprise go-lives you owned end-to-end.
You understand data engineering fundamentals: APIs, data pipelines, warehouse replication, and what data completeness and latency mean to a customer’s data science team.
You know what it costs when a security or data-governance review blocks a go-live at week four, and you know how to drive it to resolution rather than wait on it.
You communicate technical reality to executives without creating panic, and you translate customer requirements into a scope that engineering can act on.
A high-urgency operator: you own escalations, set the technical drumbeat, and drive to readiness on a dated plan.
Reading and writing TypeScript against real APIs and data pipelines, designing integrations that stay correct as schemas and volumes grow, and guiding customer engineers toward durable patterns for ingestion, sync, webhooks, and queryable vehicle data.

Nice To Haves

Domain exposure to telematics, fleet, insurance, or logistics. A strong data-engineering background is a substitute, not a requirement.
You’ve built or operated a production-readiness or go-live standard and have opinions about what makes one hold up under a Fortune 500 security review.
Experience at companies like Snowflake, Databricks, Twilio, or Stripe - the right peer group.

Responsibilities

Own technical solutioning and integration design for each enterprise account: delivery mode (Streaming / Warehouse Replication / API pull), data environment, and known dependencies, confirmed and documented at kickoff.
Own the Definition of Done for go-live across all four domains: technical readiness criteria, data-quality validation gates, security and compliance sign-off, and customer-side readiness.
Publish the readiness checklist to the customer at kickoff, not at go-live: they know the criteria from day one.
Enable the customer’s technical team: dashboard training, a runbook for common issues, and a confirmed escalation path with their technical contact.
Scale from first-production fleet to full fleet syncing; monitor sync health, latency, and API error rates in PostHog, and act on threshold alerts before the customer does.
Own technical escalations end-to-end. Pull in a Sales Engineer when three or more concurrent workstreams are open, or when an incident and an active milestone run at once.
As the first CE, co-author the production-readiness Definition of Done, the kickoff technical playbook, and the common-issues repository alongside the founding technical account manager and COO in your first 90 days.
Add every issue pattern that recurs twice to the repository within two weeks of the second occurrence; feed structural fixes back to engineering.
Build the system that every Customer Engineer hired after you inherits.