Customer Engineering Lead at Rain

<h2>About the company</h2><p style="min-height:1.5em">Rain makes the next generation of payments possible across the globe. We’re a lean and mighty team of passionate builders and veteran founders. Our infrastructure makes stablecoins usable in the real-world by powering card transactions, cross-border payments, B2B purchases, remittances, and more. We partner with fintechs, neobanks, and institutions to help them launch solutions that are global, inclusive, and efficient. You will have the opportunity to deliver massive impact at a hypergrowth company that is funded by some of the top investors in fintech, crypto, and SaaS, including Sapphire Ventures, Norwest, Galaxy Ventures, Lightspeed, Khosla, and several more. If you’re curious, bold, and excited to help shape a borderless financial future, we’d love to talk.</p><p style="min-height:1.5em"></p><h2>Our ethos</h2><p style="min-height:1.5em">We believe in an open and flat structure. You will be able to grow into the role that most aligns with your goals. Our team members at all levels have the freedom to explore ideas and impact the roadmap and vision of our company.</p><p style="min-height:1.5em"></p><h2>About the role</h2><p style="min-height:1.5em">As a Customer Engineering Lead, you’ll manage the customer-facing arm of our engineering org. Working with our existing solutions team, you’ll coordinate process and policies with the post-sales org, spanning implementations, partner success, and account management. We’re looking for a player-coach: you’ll need to get your hands dirty on the frontlines to understand where the gaps and inefficiencies are. Armed with that experience, you’ll grow this function to meet the needs of our global, always-on customer base.</p><p style="min-height:1.5em"></p><h2>What you’ll do</h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Hands-on from day one: answer technical support tickets, debug partner integrations, and work directly with partners to resolve issues</p></li><li><p style="min-height:1.5em">Own the technical escalation path from support through engineering, serving as the primary customer advocate within engineering discussions</p></li><li><p style="min-height:1.5em">Identify opportunities to leverage AI and automation to increase operational efficiency - whether that's streamlining ticket triage, accelerating troubleshooting, or enabling the team to handle higher volume without sacrificing quality</p></li><li><p style="min-height:1.5em">Define and maintain customer engineering artifacts such as documentation, guides, runbooks, and recipes</p></li><li><p style="min-height:1.5em">Help establish the operating model and collaboration framework between product and post-sales to ensure tickets are resolved within SLAs and gaps are covered</p></li><li><p style="min-height:1.5em">Partner with platform and product to translate patterns from support tickets, implementation friction, and feature requests into actionable product insights</p></li