Customer Solutions Engineer

Employment Type: Full-Time Location Type: Remote

Position Overview

As a Customer Solutions Engineer at Sift, you are the bridge between the customer-facing team and the engineering and product teams. You explain complex ideas to customers and relay customer needs to engineering and product. When a customer’s needs and our product don’t fully align, you’re the internal customer advocate who drives critical solution changes and refinements to our offerings.

Responsibilities

• Own the most complex customer issues: Partner closely with Technical Account Management and Support Engineering teams to onboard Enterprise accounts and ensure they maximize Sift value. Build a deep understanding of customers’ business problems, technical requirements, and success criteria, empowering customers to solve complex business problems.
• Support the customer lifecycle: Act as the customer's technical point of contact throughout their relationship with Sift. Understand customer business and technical needs, including integration nuances, machine learning model health, and data flow. Be the internal voice of the customer to ensure their success.
• Automate and Optimize: Apply deep technical and customer knowledge to iterate on and improve internal and external processes. Write custom queries and scripts to calculate metrics, prove ROI, and optimize recurring processes. Internally, automate tasks and take innovative approaches to problem-solving to guide internal decision-making.

Requirements

• Minimum 4 years in a technical customer-facing role.
• Proven ability to collaborate closely with data science, engineering, and product teams.
• Exceptional communication skills, with the ability to communicate complex technical and business concepts to both developers and non-developers.
• Creative, coachable, collaborative, goal-oriented, and thoughtful.
• Strong work ethic and a commitment to excellence.
• Growth mindset with a passion for learning new skills and applying them to technical challenges.
• Resourceful and proactive approach; willing to investigate anomalies and challenge the status quo.
• Experience in writing scripts for building internal tools (e.g., Bash scripting, Python, Ruby).
• Familiarity with APIs and web technologies.
• Ability to prioritize and deliver on multiple projects simultaneously; thrive under pressure and enjoy clarifying ambiguous situations.
• Bonus: Experience in the B2B payments and/or fraud space.

Benefits and Perks

• Competitive Compensation: Includes financial rewards, annual 5% bonus, and stock options.
• Health Insurance Stipend: Support for your medical and health-related needs.
• Sports and Wellness Stipend: Encouraging a healthy and active lifestyle.
• Work From Home Stipend: Support in creating a productive home office setup.
• Education Reimbursement: For books, education courses, and conferences to support your professional growth.
• Mental Health Days: Additional paid days off to prioritize your well-being.
• Language and Public Speaking Development: English courses and social activities within the company to enhance your communication skills.

Our Interview Process

1. 30-minute introductory interview with the recruiter.
2. 15-minute hiring manager screening.
3. 45-minute technical screening.
4. Virtual onsite (approximately 1 hour).
5. 30-minute conversation with the SVP of Customer Experience, Trust & Safety.

Company Information

Sift is the AI-powered fraud platform securing digital trust for leading global businesses. Our deep investments in machine learning and user identity, a data network scoring 1 trillion events per year.