About the job
Join Sift's Technical Support & Solutions team, a pivotal group dedicated to ensuring our customers achieve success by effectively troubleshooting and resolving product challenges associated with the Sift digital trust and safety platform.
As a Customer Solutions Engineer at Sift, you will act as a vital link between the customer-facing team and the engineering and product teams. You will articulate intricate concepts to customers while conveying their requirements back to our engineering and product teams. When customer needs do not fully align with our product offerings, you will advocate for those customers internally, driving essential solution modifications and enhancements.
Your Responsibilities:
Tackle Complex Customer Issues: As part of our highly skilled Customer Solutions Engineering team, you will collaborate closely with our Customer Success Management to serve as the technical liaison for Enterprise and Strategic accounts, ensuring they derive maximum value from Sift. You will cultivate a profound understanding of our customers’ business challenges, technical needs, and success metrics, empowering them to overcome intricate business obstacles.
Facilitate Customer Lifecycle Support: You will serve as the technical point of contact throughout the customer's journey with Sift, partnering with our Support team. This will involve comprehending the intricacies of their integration, collaborating with Sift’s data science team to maintain the health of their machine learning models, meticulously outlining their data flow to enhance integration, and representing the customer’s voice internally. In essence, you will take every necessary step to ensure customer success.
Streamline and Enhance Processes: Utilize your extensive technical and customer knowledge to iterate and refine internal and external processes. For select customers, you will create custom queries and scripts to quantify metrics demonstrating ROI, while optimizing recurring processes. Internally, you will automate tasks and implement innovative solutions to facilitate informed decision-making.
Ideal Candidate Qualifications:
Minimum of 5 years in a technical, customer-centric role
Proven experience collaborating closely with data science, engineering, and product teams
Exceptional communication skills with the ability to convey complex technical and business concepts to both technical and non-technical audiences
Innovative, creative problem-solver with a proactive approach
