Senior Customer Engineer – Pre & Post Sales

Overview

In this Senior Customer Engineer role, you own strategic Enterprise accounts, guiding complex deployments from acquisition to adoption and expansion. You will shape technical strategy, resolve challenging issues, and partner with account teams to drive retention and value realization. Your contributions extend beyond individual accounts through playbooks, coaching, and workflow improvements that raise the team’s capability. Based in London, you’ll leverage AI tools to accelerate content and surface patterns, acting as a trusted technical advisor.

Pay / Benefits

• medical, dental, life coverage
• pension match
• equity
• lifestyle perks

Responsibilities

• Partner with Account Directors on pre-sales motions for new acquisition and growth across lines of business
• Lead tailored demos and technical evaluations through requirements gathering and hands-on workshops
• Drive measurable improvements in customer health, retention, and expansion with reusable frameworks or processes
• Identify opportunities to expand adoption of features and products, diagnosing root causes when adoption stalls
• Lead onboarding for strategic customers, including planning, implementations, integrations, and training
• Create implementation playbooks and guide complex deployments with executive visibility
• Build playbooks and coach peers to improve team performance and workflow efficiency
• Assess account health and key risks, lead complex customer interactions to move deals forward
• Serve as escalation point for complex technical challenges, involving Product/Engineering only when needed
• Contribute to team capability by documenting fixes and surfacing patterns across accounts
• Use AI tools to accelerate content creation and surface actionable insights

Key requirements

• 5 to 8 years of experience in a customer-facing technical role such as Solutions Engineering, Technical Account Management, or similar
• Hands-on experience with web technologies: HTML, CSS, JavaScript, REST APIs
• Experience managing strategic Enterprise accounts with executive stakeholders and complex requirements
• Proven ability to solve ambiguous problems with multiple variables and tradeoffs
• Experience connecting technical work to business outcomes like retention, expansion, and ROI
• Hands-on use of AI tools for account research, content creation, or workflow automation
• Experience mentoring or coaching junior technical team members

• Strong customer relationship building
• Strategic advisory and influencing stakeholders
• Clear and proactive communication
• HTML, CSS, JavaScript, REST APIs
• Front-end architecture and troubleshooting for complex deployments
• Experience with AI tools integrated into daily work

…