Customer Engineering Lead

Our Ethos

We believe in an open and flat structure. You will be able to grow into the role that most aligns with your goals. Our team members at all levels have the freedom to explore ideas and impact the roadmap and vision of our company.

About the Role

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.

What You’ll Do

• 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

Who You Are

• 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 Have

• 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

Things That Enable a Fulfilling, Healthy and Happy Experience at Rain

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 - work from home, come into an office, or both.
• We want everyone to work in an environment where they're their most confident and productive selves.
• New Rainmakers receive a stipend to set up a comfortable home workspace.

• Easy to access benefits For US Rainmakers, we cover 95% of your health, dental, and vision plan costs and 90% for your dependents, plus 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 Every Rainmaker gets an equity option plan so we all benefit from our success.
• Health and Wellness High performance begins from within. Rainmakers receive a monthly stipend to be used for eligible health and wellness spending like gym memberships/fitness classes, massages, acupuncture - whatever recharges you!
• In-office meals Rainmakers working from the office enjoy lunch and dinner on us, covered with a DoorDash credit.

• Team summits Summits play an important role at Rain.
• Time together helps us build relationships and a common destiny.
• Expect team and company offsites, both domestic and international.