Customer Engineer

Partner with Scaled AMs and Field Engineering teammates to turn expansion and churn signals (bandwidth, egress, usage patterns) into plays: AM talking points, programmatic outreach, and in-app prompts.

Operate startup program onboarding: Intercom checklists, guided flows, and activation follow-up for high-growth AI startups.

Partner with Support Engineering to identify recurring mistakes and best practices, then turn those insights into programs and content that reduce customer friction.

Build and improve components of our scaled-engagement toolkit: in-app programs, outbound triggers, pricing and sizing calculators (e.g., Heroku and AWS RDS migrations to Postgres), POC templates, and reusable technical enablement.

Run scaled customer programs: webinars, Slack community touchpoints, and pattern-based outreach across account cohorts, partnered with Scaled AMs.

Translate recurring customer questions and technical best practices into timely in-product guidance and self-service content.

Maintain activity tracking and feature-request data hygiene so reliable customer signals flow to the rest of Field Engineering and Product.

3+ years in a customer-facing technical role: customer engineering, solutions engineering, technical support, or developer relations.

Comfort operating a high-volume, one-to-many motion; you can independently execute clearly scoped programs and build systems and content rather than relying on 1:1 time.

Strong fundamentals across cloud infrastructure: containers, deploys, autoscaling, networking, and CI/CD.

Working knowledge of Postgres and common database migration patterns (Heroku, AWS RDS).

AI fluency: you use AI tools daily in your own workflow, and you're comfortable advising customers building AI-native and LLM-powered applications.

Strong written communication; you'll be a primary producer of docs, playbooks, and in-app content.

Data-driven, able to prioritize work against team goals, and comfortable asking for context or support when ambiguity could affect the outcome.

Experience with Intercom or a similar in-app engagement and messaging platform.

Experience building internal or customer-facing tools that scale a team's impact beyond 1:1 work.

Experience in a PLG or high-volume account environment.

Prior experience with Heroku or other cloud migrations.

If this role excites you but you don’t meet every single requirement, we’d still love to hear from you—your unique experience might be just what we need.