Staff Customer Engineer (Koi)

Overview

The Staff Customer Engineer serves as the technical bridge between engineering and customer-facing teams, enabling Domain Consultants and support teams to successfully run POVs, deploy solutions, and support customers.

What you'll do

• Act as a technical bridge between engineering and customer-facing teams to ensure seamless communication.
• Own the end-to-end resolution of technical issues, diagnosing complex bugs and managing deployment to customer environments.
• Develop deep expertise in the product's architecture, capabilities, internal systems, and technical roadmap.
• Enable Domain Consultants to successfully run POVs, including deployment, troubleshooting, and demonstrating value to customers.
• Support internal teams in diagnosing and resolving complex customer issues to improve overall reliability.
• Build internal tools and systems allowing support teams to perform initial triage independently.
• Improve scalability by reducing dependency on engineering for routine support and POV-related issues.
• Own or lead the triage of the most complex and high-impact customer issues to ensure rapid resolution.
• Partner with engineering to identify root causes of issues and drive long-term, sustainable fixes.
• Identify recurring friction points in POVs and customer deployments, working proactively to eliminate them.
• Contribute to internal documentation, troubleshooting guides, and playbooks to empower cross-functional teams.

What you'll need

• B.Sc. in Computer Science, Industrial Engineering, Software Engineering, or a related technical discipline (or equivalent practical experience).
• Strong software engineering background with a deep, system-level understanding of software architectures, network, and infrastructure.
• Proven experience diagnosing, debugging, and resolving complex technical issues within real-world, production customer environments.
• Demonstrated ability to quickly master new system architectures and independently debug unfamiliar, legacy, or proprietary codebases.
• Experience partnering closely with pre-sales, field engineering, or customer success teams to support the technical retention lifecycle.
• Exceptional communication and presentation skills in English, translating technical concepts for highly technical and semi-technical stakeholders.
• A strong 'builder' mentality, with a track record of developing scalable tools, automation scripts, and repeatable processes.

Nice to have

• Experience working within the cybersecurity sector or at a cyber-focused technology company.
• A foundational background in software engineering, with a practical understanding of software architectures, network, and infrastructure.

Details

• Remote role in the USA (CA).
• Compensation range: $95,200.00 - $154,000.00 per year, plus possible restricted stock units and bonus, depending on qualifications, experience, and work location.
• Eligible for immigration sponsorship.