Senior Customer Engineer

As a Senior Customer Engineer, you will be a highly visible, customer-facing technical expert. You’ll work directly with our customers across the full lifecycle, from pre-sales enablement and Proof of Concept engagements to post-sale adoption and long-term success. You’ll combine strong technical expertise with customer enablement, relationship ownership, and structured problem-solving to protect, grow, and expand customer trust and value.

What you'll do

• Act as a technical partner for customers across pre-sales, post-sales, and ongoing customer success engagements
• Run customer enablement sessions, including onboarding, technical walkthroughs, and best-practice trainings for Krisp products
• Partner closely with Account Executives on sales calls to support technical discovery, product positioning, and Proof of Concept engagements
• Lead and support Proof of Concept executions by defining success criteria, guiding customers through evaluations, and driving successful outcomes
• Act as a customer success owner for assigned Tier 2 and Tier 3 accounts, owning the technical relationship and ongoing engagement
• Conduct regular customer health checks by monitoring usage, adoption metrics, and key health indicators, and take action to address risks or gaps
• Ensure customers smoothly adopt and use Krisp products and services by proactively identifying challenges and recommending solutions
• Support upsell and expansion opportunities by identifying new use cases, technical fit, and growth signals in collaboration with Sales and CX teams
• Act as a point of reference for complex, high-priority customer issues related to the Krisp application on Windows, Mac, and web environments
• Work directly with customers via tickets, email, and live calls to clarify reports, gather the right data, and drive issues to resolution
• Deep dive into customer technical reports including logs, screenshots, diagnostic outputs, HAR files, and environment details to identify patterns and root causes
• Reproduce issues in controlled test environments by closely mirroring customer setups including OS versions, hardware, network conditions, and SSO or VDI configurations
• Perform structured investigations using logs, debugging tools, and instrumentation to isolate defects and non-obvious behavior
• Provide clear, honest, and timely updates to customers, explaining technical findings in an accessible way and setting expectations
• Produce high-quality internal investigation reports documenting reproduction steps, environment details, impact, and findings for Product and Engineering teams
• Collaborate closely with Product and Engineering to triage issues, validate fixes, and influence prioritization of bugs and technical improvements
• Analyze customer feedback, incidents, and engagement trends to propose improvements to product functionality, enablement materials, and workflows
• Help design and refine customer-facing SOPs, Proof of Concept playbooks, and enablement processes
• Champion and maintain internal and external knowledge bases including help center articles, internal documentation, and playbooks
• Mentor and coach mid-level and junior customer engineers on customer-facing communication, enablement practices, and technical investigations
• Stay up to date with Krisp’s product architecture, integrations, and releases to better support customers and anticipate impact.

What we are looking for

• 5+ years of experience in customer engineering, solutions engineering, sales engineering, or technical customer success roles in the SaaS industry
• Proven experience working directly with customers across pre-sales and post-sales technical engagements
• Demonstrated ability to run customer enablement sessions, technical workshops, and Proof of Concept evaluations
• Experience owning customer relationships and driving adoption, health, and success for a portfolio of accounts
• Excellent written and verbal English, with the ability to explain complex technical topics to both technical and non-technical audiences
• Deep understanding of Windows and Mac systems and web environments including browsers, APIs, and networking fundamentals
• Hands-on experience collaborating with Product, Engineering, Sales, and Customer Experience teams
• Experience using tools such as Zendesk, Salesforce, or similar platforms to manage customer interactions and engagements
• Strong analytical and problem-solving skills with a methodical approach and customer-first mindset
• Experience with or exposure to VDI and SSO technologies such as Okta, Azure AD, or Google Workspace is a strong plus
• Ability to manage multiple customer engagements in parallel and prioritize based on impact and urgency
• Readiness to work evening shifts and, when necessary, support escalations outside of standard hours.