Related skills
documentation ai automation📋 Description
- Hands-on from day one: answer tickets, debug integrations, and resolve issues with partners.
- Own the technical escalation path from support to engineering; be the primary customer advocate.
- Identify AI and automation opportunities to streamline ticket triage and troubleshooting.
- Define and maintain customer engineering artifacts: docs, guides, runbooks, recipes.
- Establish the operating model and collaboration between product and post-sales to meet SLAs.
- Partner with platform/product to translate patterns into actionable product insights.
🎯 Requirements
- 5+ years in solutions/forward-deployed engineering, with at least 3 years in leadership.
- Excited by a player-coach role—comfortable in the queue while building the team and processes.
- Engineer by trade: comfortable reading/contributing to an enterprise codebase with high technical excellence.
- Excellent communicator who translates complex tech concepts for non-technical audiences.
- Experience defining SLAs and escalation processes, cross-functionally with engineering.
- Comfortable in a fast-paced, high-growth environment balancing build vs partner needs.
🎁 Benefits
- Unlimited time off
- Flexible working
- Easy to access benefits
- Retirement goals
- Equity plan
- Rain Cards
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