Senior Customer Engineer, Enterprise

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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. How to apply All interested candidates are encouraged to apply through this form. We highly appreciate all applications, however, only shortlisted candidates will be contacted for the next stages. Krisp is an Equal Opportunity Employer: All applicants are considered regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We do not tolerate discrimination or harassment of any kind. All employees and contractors of Krisp treat each other with respect and empathy. Apply now