Technical Customer Engineer at Doppel in New York, NY

Job description

• We are looking for a highly technical, customer-facing Technical Customer Engineer to serve as an escalation point and a resource across Doppel’s post-sales organization.
• You will sit between frontline Customer Support and specialist teams such as Solutions Architecture, Product, and Engineering. You will own advanced technical investigations that require deeper product knowledge, troubleshooting, or technical judgment before specialist escalation is necessary.
• You will also partner closely with Customer Success Managers as a hands-on technical resource for integrations, reporting, configuration, and other complex customer needs.
• This role is ideal for someone who enjoys solving difficult customer problems, working directly with technical stakeholders, and communicating complex technical concepts clearly to both technical and non-technical audiences. You will also turn recurring technical work into repeatable solutions that can ultimately be handled by frontline Support or customer self-service.

Responsibilities

• Resolve Advanced Technical Issues
• Serve as an escalation point for complex issues that cannot be resolved by frontline Customer Support.
• Perform deep technical investigation across platform configuration, integrations, alert behavior, workflows, reporting, and other complex customer scenarios.
• Reproduce issues, gather evidence, identify likely root causes, and distinguish between configuration problems, expected behavior, product defects, and specialist-owned work.
• Resolve complex technical issues directly whenever possible, not simply prepare them for escalation.
• Escalate to Solutions Architecture, Product, or Engineering only after completing the required technical investigation and documenting a clear, specific request.
• Maintain ownership of the technical investigation through resolution or a clear handoff, and communicate findings to Support, Customer Success, and other internal stakeholders.
• Partner with Customer Success
• Serve as a technical resource to CSMs on complex customer questions, technical risks, and platform needs.
• Participate in customer-facing technical discussions when deeper product or integration expertise is required.
• Help CSMs understand technical constraints, available solutions, and appropriate next steps without taking over commercial account ownership.
• Support technically complex customer initiatives that require coordination across multiple Doppel teams.
• Deliver Technical Services
• Support customer integrations, including APIs, authentication, data flows, SSO, and other supported platform connections.
• Build and troubleshoot customer-facing reports and data-delivery solutions, including reports based on alert metrics, platform activity, and technical analysis.
• Assist with complex platform configuration and optimization.
• Deliver defined technical projects within established Technical Services scope, escalating work that requires custom architecture or engineering.
• Create reusable approaches for recurring integration, reporting, and configuration needs.
• Improve Support Scale
• Turn recurring advanced investigations into troubleshooting guides, diagnostics, documentation, and playbooks for frontline Support.
• Identify work that can be shifted from Customer Engineering to frontline Support through better tooling, documentation, or training.
• Partner with Support and Enablement to improve technical knowledge and troubleshooting capability.
• Identify opportunities for automation, self-service, or product improvements that reduce recurring manual work.
• Share recurring customer friction and product gaps with Product and Engineering.

Requirements

• 5+ years of experience in technical support, support engineering, customer engineering, solutions engineering, solutions architecture, technical account management, or a related technical post-sales role.
• Strong troubleshooting and root-cause analysis skills across complex SaaS environments.
• Experience working directly with enterprise customers and communicating technical concepts clearly to both technical and non-technical stakeholders.
• Hands-on experience with APIs, integrations, authentication, data workflows, reporting, or similar technical customer requirements.
• Ability to investigate ambiguous problems, establish the facts, and determine the appropriate technical owner.
• Experience escalating reproducible product issues to Engineering with clear evidence, expected-versus-actual behavior, and reproduction steps.
• Ability to manage multiple customer technical requests and prioritize effectively in a fast-moving environment.
• Strong written documentation skills and a habit of turning one-off solutions into reusable knowledge.
• Experience with cybersecurity, threat intelligence, digital risk protection, trust and safety, fraud, or social engineering defense.
• Familiarity with APIs, SSO, identity systems, cloud platforms, and enterprise security workflows.
• Experience building customer-facing technical reports and translating alert metrics, platform data, and technical analysis into clear customer insights.
• Experience in Support Engineering, Customer Engineering, or another role that bridges frontline Support and Engineering.
• Familiarity with support and engineering workflow systems such as Pylon, Zendesk, Jira, Linear, or similar tools.
• Experience working in a rapidly growing startup or similarly dynamic environment.

Skills

Required

• Strong documentation skills.
• APIs
• Integrations
• Authentication
• Data workflows
• Reporting
• SSO
• Cloud platforms
• Enterprise security workflows

Benefits

• Meaningful equity so you share in Doppel’s success.
• A remote-first culture with flexibility built in.
• Flexible PTO, comprehensive health benefits, parental leave, and more.
• A high-growth environment where your work will have immediate impact and visibility.
• The opportunity to help define and scale a critical technical customer function.
• $120,000—$140,000 USDApply for this job