Director, Customer Engineering

Accountabilities: Lead, coach, and develop a team of Customer Engineers, establishing clear expectations for technical quality, customer accountability, collaboration, documentation, and measurable outcomes. Build a culture of technical curiosity, practical problem-solving, thoughtful prioritization, and knowledge sharing. Identify and prioritize strategic customer engagements where technical solutions can increase realized value, address operational gaps, reduce customer displacement risk, or support broader product adoption. Ensure every engagement has a clearly defined business problem, an engaged customer sponsor, a feasible solution path, measurable success criteria, and an accountable owner after handoff. Participate directly in the most complex customer engagements, guiding discovery, solution design, technical validation, stakeholder alignment, and measurement of results. Define and continuously improve the team's engagement model, intake process, capacity planning, technical standards, delivery expectations, and handoff practices. Establish an operating cadence to review team capacity, engagement progress, solution quality, and customer outcomes. Track and measure solutions delivered and adopted, documented customer value, recurring technical barriers removed, reusable solution patterns, customer-backed product insights, and contributions to retention and expansion. Translate validated customer needs and technical evidence into actionable feedback for Product and Engineering teams. Collaborate with Customer Success, Implementation, Sales, account teams, and pre-sales Solutions Engineering to coordinate responsibilities and ensure clear ownership throughout the customer lifecycle. Turn proven solutions into repeatable workflows, technical guidance, documentation, and enablement resources for the broader Solutions Engineering organization. Requirements 5+ years of experience leading and developing customer-facing technical professionals, with a demonstrated ability to build team capabilities and maintain high delivery standards. Strong background in Solutions Engineering, technical consulting, post-sales engineering, or a comparable customer-facing technical function. Understanding of the distinction between demonstrating a technical solution and delivering, implementing, and validating one in a real customer environment. Strong technical expertise in enterprise SaaS, API-based capabilities, data analysis, automation, integrations, advanced product configuration, and troubleshooting product behavior. Proven ability to translate ambiguous customer challenges into delivered solutions with clear adoption and measurable business results. Experience coaching technical professionals through customer discovery, problem-solving, stakeholder management, solution validation, and evidence-based documentation. Strong judgment in prioritizing engagements, defining scope, assessing solution feasibility and supportability, and developing talent. Ability to engage directly with customer executives, IT leaders, frontline operators, and account stakeholders while influencing internal Product and Engineering teams. Experience establishing operating models, engagement guidelines, prioritization frameworks, delivery standards, or other processes that enable a technical function to scale. Excellent communication and cross-functional collaboration skills, with the ability to create alignment across Customer Success, Implementation, Sales, Solutions Engineering, Product, and Engineering. Experience in fleet management, transportation, safety, telematics, IoT, or other physical-operations industries is preferred. Benefits Competitive on-target earnings of $231,000–$317,000 USD, including base pay and commissions. Potential restricted stock unit compensation for eligible roles. Health, pharmacy, vision, and dental coverage, subject to eligibility requirements. Paid time off and sick leave. Short-term and long-term disability coverage. Life insurance. 401(k) contributions, subject to eligibility requirements. Remote work opportunity within the United States. Inclusive workplace that values diverse backgrounds, experiences, abilities, and perspectives.