Caroline Townsend

IDR is seeking a Customer Engineer to join one of our top clients for an opportunity in San Francisco, CA.  The company serves enterprise customers and developers, providing a dynamic environment where technical expertise and a customer-first mindset are essential for success.

Position Overview for the Customer Engineer:

• Serve as the primary technical contact for enterprise customers and developers via email, Slack, video calls, and community channels.
• Triage, debug, and resolve platform issues; own first-pass investigation through resolution.
• Collaborate with Engineering and Forward Deployed Engineering to resolve issues and improve product feedback loops.
• Build internal dashboards, workflows, and automations for customer health, support performance, and revenue visibility.
• Support and grow the developer community through various channels such as Discord, events, and workshops.

Requirements for the Customer Engineer:

• 3+ years in technical customer support or a similar role.
• Strong structured troubleshooting & debugging skills.
• Experience with SaaS platforms, APIs, or developer tools.
• Support tools experience (Zendesk, Intercom, Plain, etc.) and debugging production issues (Datadog or similar).
• SQL proficiency (writing accurate queries) and basic JavaScript experience (local/staging environments).

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets.
• Employee Stock Ownership Program.
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance.
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.