Director of Customer Engineering
Updated on 11/15/2023
AI-powered automation for IT and customer service
Aisera stands out as a leading provider of AI and automation solutions, with a proven track record of enhancing service delivery and support across IT, operations, and customer service sectors. The company's AI Service Experience platform (AISX) leverages advanced language models and deep domain knowledge to achieve impressive auto-resolution rates and significant cost reductions, while offering comprehensive automation across multiple channels. Recognized by Forbes, CNBC, Deloitte, and Gartner among others, Aisera's commitment to quality and efficiency is further demonstrated by its extensive integration capabilities, sizable partner network, and a roster of flagship enterprise customers.
AI & Machine Learning
San Jose, California
Growth & Insights
6 month growth↑ 10%
1 year growth↑ 31%
2 year growth↑ 121%
Palo Alto, CA, USA
- 5+ years of proven experience in a leadership role within the SaaS industry, with a track record of successful customer engineering or implementation.
- Knowledge of REST APIs and security standards (authentication/authorization) & practices
- Strong technical background and ability to grasp complex technical concepts.
- Exceptional communication and interpersonal skills.
- Strong Project Management and organizational abilities.
- A passion for customers and problem-solving, desire to go deep and become familiar with the customer’s technical and business environment.
- Comfortable in a startup environment, we move quickly and wear many hats in a dynamic environment.
- Bachelor’s or higher degree in computer science, engineering, or related technical field.
- Lead, mentor, and inspire a team of customer engineers, fostering a culture of collaboration, accountability, and continuous improvement.
- Provide clear guidance and set performance expectations for team members.
- Oversee the seamless onboarding and implementation of our SaaS solutions for enterprise clients, ensuring that their specific needs and objectives are met.
- Collaborate with Sales, Product, and Support teams to gather client requirements and create tailored implementation plans.
- Stay updated on the latest industry trends and product knowledge to provide expert guidance to both the team and customers.
- Resolve complex technical challenges and act as an escalation point for critical customer issues.
- Work closely with the Customer Success team to ensure customers are achieving their desired outcomes and deriving maximum value from our solutions.
- Develop and maintain strong relationships with key customer stakeholders.
- Define and track key performance indicators (KPIs) to measure the effectiveness of customer engineering operations.
- Continuously analyze data to identify areas for improvement and implement process enhancements.
- Develop and maintain documentation, best practices, and training materials for customer engineering processes.
- Conduct training sessions for customers and internal teams as needed.
- Collaborate with Product Management to provide customer feedback and insights for product enhancements and future development.
- Startup experience
- Enterprise SaaS/AI&ML experience