Sr Customer Engineer

About the role

Senior Customer Engineers own the full customer lifecycle for the ANZ region, bridging technical execution and business outcomes. They act as strategic advisors, building repeatable solutions that elevate the entire Customer Engineering team. This hybrid role is based in the Sydney office.

Software engineers turn product ideas into working code. Engineers work in small teams, review each other's work, and ship in small batches. Most teams follow agile practices such as sprints and daily standups. Engineers also write tests, fix bugs, and improve performance. The field values clear communication as much as technical skill. Engineers spend part of every week on planning, code review, and debugging, not just writing new code. The ability to explain a technical decision in plain words separates strong engineers from the rest.

Key facts

What you'll do

Pre-sales and acquisition partners with Account Directors to shape solutions, run technical evaluations, and deliver tailored demos that uncover customer pain. Implementation ownership drives planning, integrations, training, and executive-level visibility to ensure customers realize value during onboarding. Adoption diagnostics identify underutilized features and root causes of stalled usage, then design paths that connect technical work to retention and expansion. Escalation leadership resolves ambiguous technical challenges, serving as a point for complex issues and involving product or engineering only when necessary. Team enablement builds playbooks, documents fixes, and uses AI tools to accelerate content and surface patterns that raise team-wide effectiveness.

Requirements

You bring 5 to 8 years of experience in customer-facing technical roles such as solutions engineering or technical account management. Hands-on web skills with HTML, CSS, JavaScript, and REST APIs allow you to architect and troubleshoot complex front-end implementations. You manage strategic enterprise accounts, navigating executive stakeholders, competing priorities, and intricate technical or business requirements. You solve ambiguous problems with multiple variables and tradeoffs, guiding decisions when direction is not fully defined. You connect technical execution to outcomes like retention, expansion, ROI, and value realization. You integrate AI tools into daily workflows for research, content creation, or automation beyond light experimentation. You mentor or coach junior team members, strengthening the broader Customer Engineering capability.

Nice to have

Experience with Pendo, digital adoption platforms, product analytics, or in-app tooling in enterprise contexts helps accelerate impact. Mobile expertise in Swift, Android, or React Native deepens cross-platform understanding of customer solutions. Familiarity with data architecture, AI concepts, or advanced analytics instrumentation supports pattern identification. A record of building frameworks and playbooks adopted by wider teams demonstrates scalable enablement.

Skills & tools

Playbooks and repeatable fixes turn individual solutions into team-wide capability.

Practical notes

This role requires hybrid presence in the Sydney office, with set onsite days. You will engage enterprise stakeholders at executive levels and handle sensitive technical escalations. Typical interview steps

Hiring for engineering roles usually starts with a recruiter screen, followed by one or two technical rounds. Candidates often solve a coding problem, discuss past projects, and answer system design questions. Some loops include a take-home task. Final rounds typically cover team fit and give candidates a chance to ask questions. Interviewers look for how you break down an unfamiliar problem, not just whether you reach the answer. Practicing a few problems aloud and reviewing your own past projects are the best preparation.

Good to know

Senior Customer Engineer roles blend technical depth with advisory influence. Success depends on fluent use of web technologies and modern workflows. AI tools amplify research, content creation, and pattern discovery. Playbooks and reusable fixes scale individual impact into team-wide improvements. The role operates at the intersection of customer outcomes and technical execution.