[Hiring] Technical Customer Engineer @Doppel

Role 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 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.

What You Will Do

• 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.

Qualifications

• 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.

Preferred Qualifications

• 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.

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.

Salary Range

$120,000 — $140,000 USD