RainCustomer Engineering Lead
About the company
Rain makes the next generation of payments possible across the globe. We’re a lean and mighty team of passionate builders and veteran founders. Our infrastructure makes stablecoins usable in the real-world by powering card transactions, cross-border payments, B2B purchases, remittances, and more. We partner with fintechs, neobanks, and institutions to help them launch solutions that are global, inclusive, and efficient. You will have the opportunity to deliver massive impact at a hypergrowth company that is funded by some of the top investors in fintech, crypto, and SaaS, including Sapphire Ventures, Norwest, Galaxy Ventures, Lightspeed, Khosla, and several more. If you’re curious, bold, and excited to help shape a borderless financial future, we’d love to talk.
Our ethos
We believe in an open and flat structure. You will be able to grow into the role that most aligns with your goals. Our team members at all levels have the freedom to explore ideas and impact the roadmap and vision of our company.
About the role
As a Customer Engineering Lead, you’ll manage the customer-facing arm of our engineering org. Working with our existing solutions team, you’ll coordinate process and policies with the post-sales org, spanning implementations, partner success, and account management. We’re looking for a player-coach: you’ll need to get your hands dirty on the frontlines to understand where the gaps and inefficiencies are. Armed with that experience, you’ll grow this function to meet the needs of our global, always-on customer base.
What you’ll do
Hands-on from day one: answer technical support tickets, debug partner integrations, and work directly with partners to resolve issues
Own the technical escalation path from support through engineering, serving as the primary customer advocate within engineering discussions
Identify opportunities to leverage AI and automation to increase operational efficiency - whether that's streamlining ticket triage, accelerating troubleshooting, or enabling the team to handle higher volume without sacrificing quality
Define and maintain customer engineering artifacts such as documentation, guides, runbooks, and recipes
Help establish the operating model and collaboration framework between product and post-sales to ensure tickets are resolved within SLAs and gaps are covered
Partner with platform and product to translate patterns from support tickets, implementation friction, and feature requests into actionable product insights
Who you are
5+ years of experience in solutions engineering, forward-deployed engineering, or a related technical partner-facing role, with at least 3 years in a leadership capacity
Excited by a player-coach role - you're comfortable being in the queue, solving problems directly, while simultaneously building the team and processes around you
An engineer by trade: you’re comfortable reading and contributing to an enterprise codebase while meeting a high bar of technical excellence
Excellent communicator who can translate complex technical concepts for non-technical audiences - and vice versa
Experience defining and implementing SLAs and escalation processes, especially cross-functionally to and from engineering teams
Comfortable operating in a fast-paced, high-growth environment where you'll need to balance building for scale with solving immediate partner needs
You lead with empathy and understand that great customer engineering is a competitive advantage
Nice to have
Experience at a card issuing platform or payments infrastructure company
Familiarity with card network operations, BIN management, and transaction processing
Experience building customer engineering teams and functions
Things that enable a fulfilling, healthy and happy experience at Rain:
Unlimited time off 🌴Unlimited vacation can be daunting, so we require Rainmakers to take 10 days minimum for themselves.
Flexible working ☕ We support a flexible workplace, if you feel comfortable at home please work from home. If you’d like to work with others in an office feel free to come in. We want everyone to be able to work in the environment in which they are their most confident and productive selves. New Rainmakers will have a stipend to create a comfortable atmosphere at home.
Easy to access benefits 🧠For US Rainmakers, we offer comprehensive health, dental and vision plans for you and your dependents, as well as a 100% company subsidized life insurance plan.
Retirement goals💡Plan for the future with confidence. We offer a 401(k) with a 4% company match.
Equity plan 📦 We offer every Rainmakers an equity option plan so we can all can benefit from our success.
Rain Cards 🌧️ We want Rainmakers to be knowledgeable about our core products and services. To support this mission, we issue a card for our team to utilize the card for testing.
Health and Wellness 📚 High performance begins from within. Rainmakers are welcome to use their card for eligible health and wellness spending like gym memberships/fitness classes, massages, acupuncture - whatever recharges you!Team summits ✨ Summits play an important role at Rain! Time spent together helps us get to know each other, strengthen our relationships, and build a common destiny. Expect team and company offsites both domestically and internationally.