Customer Engineering Lead

Rain
New York
Workplace: HybridFull timeUSD 50,000 - 999,000 annuallyFunction: Administration & Executive AssistanceExperience: 5+ yearsSkills: ["Communication","Empathy"]

Own the customer-facing arm of the engineering org as a player-coach: handle technical support tickets, debug partner integrations, and drive the escalation path from support to engineering. Partner with post-sales, platform, and product to translate implementation friction and feature requests into actionable insights. Build customer engineering documentation and operating models, and use AI/automation to improve ticket triage and troubleshooting efficiency.

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FursaFursa
Rain
Rain
5 months ago

Customer Engineering Lead

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Own the customer-facing arm of the engineering org as a player-coach: handle technical support tickets, debug partner integrations, and drive the escalation path from support to engineering. Partner with post-sales, platform, and product to translate implementation friction and feature requests into actionable insights. Build customer engineering documentation and operating models, and use AI/automation to improve ticket triage and troubleshooting efficiency.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Answer technical support tickets, debug partner integrations, and work directly with partners to resolve issues.
  • •Own the technical escalation path from support through engineering and serve as the primary customer advocate in engineering discussions.
  • •Identify opportunities to leverage AI and automation to streamline ticket triage and improve troubleshooting efficiency.
  • •Define and maintain customer engineering artifacts including documentation, guides, runbooks, and recipes.
  • •Partner with platform and product to turn patterns from tickets and implementation friction into actionable product insights, and help establish SLA-focused collaboration with post-sales.

Pay and Benefits

Salary: USD 50,000 - 999,000 annually
Equity and Bonus:Equity
Perks:Paid LeaveHealth InsuranceDentalVisionLife Insurance401kEquityRemote Work

Key Requirements

  • •5+ years in solutions engineering, forward-deployed engineering, or a related technical partner-facing role, with at least 3 years in a leadership capacity.
  • •Comfort operating as a player-coach—solving problems hands-on while building team processes around you.
  • •Ability to read and contribute to an enterprise codebase with a high bar for technical excellence.
  • •Excellent communication skills to translate complex technical concepts for both technical and non-technical audiences.
  • •Experience defining and implementing SLAs and escalation processes across engineering and cross-functional teams.
Experience:5+ yearsPaymentsFintechCryptoSaaS
Skills:CommunicationEmpathy

Company Brief

Rain
Rain builds stablecoin-powered card issuance and payments infrastructure for fintechs, platforms, and institutions. Its API and modular platform support on-ramps, wallets, cards, and off-ramps with compliance features like KYC and AML.
Industry: Fintech Infrastructure
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: New York City, United States
Founded: 2021
WebsiteLinkedIn