Responsibilities
- Lead and mentor a team of Field Engineers responsible for onboarding, implementation, and driving customer platform adoption
- Collaborate with Customer Success and Sales to ensure smooth handoffs from pre-sales to post-sales phases
- Support customers through deployment, configuration, integration, and performance optimization of the platform
- Guide team members in resolving complex technical challenges, escalations, and architectural discussions
- Develop and scale standardized onboarding processes, implementation methods, and technical evaluation practices
- Serve as the primary technical escalation point, working closely with Product, Engineering, and Support teams
- Deliver customer education through training sessions, workshops, office hours, and technical consultations
- Lead and review customer architecture assessments and configuration audits to support sustained platform use
- Enhance operational efficiency by creating documentation, implementation guides, troubleshooting resources, and internal tools
- Recruit, onboard, and develop high-performing Field Engineering professionals
- Work cross-functionally with Product and Engineering to share customer insights and help shape product priorities
- Maintain expertise in AI-driven developer tools, cloud platforms, CI/CD pipelines, and modern software delivery practices
