Customer Engineer

Summary

Join Aiwyn's growing Support team as a Customer Engineer and become a key player in resolving complex technical issues for our enterprise CPA firm clients. You will act as a Tier 3 Engineering point of contact, working with internal teams and customers to ensure smooth product and service delivery. This role requires strong technical skills, including database knowledge and familiarity with web development, as well as excellent communication abilities. Aiwyn offers a competitive salary and a range of benefits, including a remote work culture, flexible PTO, world-class health benefits, stock options, and a 401(k) match. You will have the opportunity to solve challenging problems and contribute to the success of a fast-growing SaaS startup. We encourage professional growth and offer an adventure travel stipend.

Requirements

• Proven experience in product or technical support within a SaaS environment
• Strong knowledge of databases and SQL for troubleshooting technical issues
• Familiarity with web development, APIs, and tools like LogRocket for problem resolution
• Excellent communication skills, with the ability to simplify complex technical topics for customers and internal teams
• Ability to thrive in a fast-paced environment while managing multiple issues
• The ability to travel occasionally for onsite Company meetings

Responsibilities

• Identify and troubleshoot complex customer issues in unique configurations
• Analyze patterns in customer interactions to drive product and service improvements
• Educate customers on Aiwyn products, becoming an SME (Subject Matter Expert) on key features
• Act as the technical liaison between teams like Support, Customer Success and Engineering, resolving escalations at the Tier 3 level
• Investigate technical problems using tools like LogRocket and Logs Explorer, leveraging logs and data for insights
• Develop scalable support processes based on customer feedback to improve workflows
• Provide exceptional support via emails, chats, or calls for both routine and advanced technical issues
• Occasionally use GitHub to investigate code-related issues or make small fixes as needed

Benefits

• Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year
• Remote, work-from-anywhere culture
• Flexible PTO
• World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support
• Stock options - every Full Time Employee has ownership in Aiwyn's future and success
• 401(k) matching