Senior Customer Solutions Engineer

1 week ago

San Francisco, United States Sift Science Full time
About the Team:

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.

What you'll do:
  • Own the most complex customer issues: Solutions Engineering is a team of highly technical customer-facing experts. You'll partner closely with our Technical Account Management and Support Engineering teams to onboard Enterprise accounts, and make sure they maximize Sift value. This team is responsible for building a deep understanding of customers' business problems, technical requirements and success criteria -- empowering customers to solve complex business problems.
  • Support the customer lifecycle: You will be the customer's technical point of contact throughout their relationship with Sift. You'll understand the customer's business and technical needs. Day to day this involves understanding the nuances of their integration, working alongside Sift's data science team to ensure the customer's machine learning model health, meticulously whiteboarding the flow of their data to expand their integration, and being the internal voice of the customer. In short, you'll do whatever it takes to make the customer successful.
  • Automate and Optimize: You will apply your deep technical and customer knowledge to help iterate on and improve internal and external processes. For some customers, you'll write custom queries and scripts to calculate metrics to prove ROI, and optimize recurring processes. Internally, you will automate tasks, and take innovative approaches to problem-solving that will have the power to help guide internal decision-making.
What would make you a strong fit:
  • Minimum 5 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) and familiarity with APIs and web technologies.
  • Ability to prioritize, and deliver on multiple projects simultaneously; you thrive under pressure and enjoy clarifying ambiguous situations.
  • Bonus: experience in the B2B payments and/or fraud space.
Benefits and Perks:
  • Competitive total compensation package
  • 401k plan
  • Medical, dental and vision coverage
  • Wellness reimbursement
  • Education reimbursement
  • Flexible time off

A little about us:

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, and a commitment to long-term customer success empower more than 700 customers to grow fearlessly. Brands including DoorDash, Yelp, and Poshmark rely on Sift to unlock growth and deliver seamless consumer experiences. Visit us at sift.com and follow us on LinkedIn.

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