Customer Centric Engineer (EMEA Market)
Core
Resolve complex technical escalations for enterprise customers by performing root cause analysis, debugging, and delivering code-level fixes while driving long-term product improvements.
Role type
Senior Customer Centric Engineer (Technical Escalation)
Builds
Production support tools, diagnostic utilities, and improved product debuggability
Domain
SaaS, Enterprise AI Orchestration, Cloud Infrastructure
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Ruby, distributed systems, network protocols, relational databases, NoSQL, SaaS environments, cloud infrastructure, LLM-assisted log analysis, code search, pattern recognition, source code debugging, internal tooling development, knowledge base documentation
Preferred skills
Go, Python, Java, Kafka, Redis, ClickHouse, observability platforms, APM tools, AI/LLM application to engineering workflows
Responsibilities
Own end-to-end lifecycle of complex technical escalations from root cause analysis to code-level fixes; Identify root causes using systematic troubleshooting and R&D tooling; Leverage AI tools for log analysis and pattern recognition; Dig into source code to propose test cases and deliver fixes; Build and maintain internal diagnostic tools and AI-assisted utilities; Communicate root cause analyses and resolution timelines to customer-facing teams; Mentor Support engineers on technical concepts and debugging; Author and maintain internal knowledge base documentation; Champion supportability and debuggability initiatives within Product Engineering; Identify and drive AI-powered process improvements across the escalation lifecycle
Seniority
Senior, hands-on IC
