DevRev - Customer Engineer
Requirements
• 3–5 years of hands-on software engineering experience. • Strong proficiency in a backend language (Golang strongly preferred), with hands-on, production-grade coding experience. • Prior experience in Customer Engineering, Sustenance/L4 engineering, or an equivalent support-focused, customer-facing engineering team. • Strong debugging, logging, and observability mindset for distributed systems and microservices. • Comfortable investigating root cause at the code level — logs, queries, API behavior, and service interactions — and writing, testing, and deploying both fixes and features end-to-end. • Experience writing postmortems, root-cause documentation, and reliability/incident reports. • Familiarity with monitoring and observability tools (e.g. Grafana, Datadog, Kibana, or similar). • Comfortable with on-call responsibilities and leading incident mitigation. • Excellent communication skills — able to explain root cause and fixes directly to customer engineering and admin stakeholders. • Good to have: deep expertise in a product area such as integrations, workflows, search/AI, or platform; exposure to multi-tenant SaaS systems; working knowledge of frontend concepts (SPA frameworks, preferably ReactJS); and adoption of modern AI-assisted dev tooling (e.g. Cursor, Claude). • Good to have: • How you'll be measured • Code-fix and feature delivery time, % of issues resolved without core engineering, root-cause documentation rate, fix-recurrence rate, incident response / time-to-mitigate for your area, and the technical health of the accounts your product area serves.
Responsibilities
• Product-area specialist • Own deep expertise in one area of the product (e.g. integrations, workflows, search/AI, platform). • Be the go-to escalation point for issues in that area, across accounts. • Keep Computer's knowledge sharp for your area — feed in fixes, edge cases, and known issues. • Spot recurring problems and drive them to a permanent fix or product change, partnering with the core Engineering team that owns the area. • Translate customer technical needs into clear product feedback for Product and Engineering. • Resolution and feature development • Own and resolve complex, code-level platform customer bugs routed from Customer Outcomes for your product area. • Build important customer-facing features and enhancements that directly address customer pain points and business needs. • Use Computer's full L1–L4 diagnosis as a head start — you don't start from zero. • Investigate root cause at the code level: logs, queries, API behavior, service interactions. • Write, test, and deploy fixes and features — real resolutions, not just workarounds — and confirm them directly with the customer where relevant. • Document every fix (what broke, why, how to prevent recurrence) and feed it back to Computer. • Incident management • Incident management • Participate in the on-call rotation within the Customer Engineering team to front customer-impacting incidents in your product area and mitigate them. • Act as first responder: detect and confirm incidents, triage severity and impact, and communicate status to affected customers (plain language) and Customer Outcomes owners. • Drive or support technical investigation and mitigation alongside core Engineering. • Lead or contribute to post-incident reviews, then turn every learning into Computer knowledge and a known-issue entry. • Build playbooks from mitigated incidents so recurring problems can be handled faster — or resolved automatically by Computer next time. • What this role does not do • Own the overall customer relationship or account book — that stays with Customer Outcomes; you own the technical relationship. • Sit in a separate, deprioritized engineering backlog — you work inside CX, prioritized by customer impact.
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT