Senior Software Engineer – Customer Platform Engineering

About the Role:

We are building a new engineering team focused on handling high-priority customer needs and operational escalations while protecting the broader engineering organization from disruption.

The Customer Platform Engineering (CPE) team addresses urgent investigations, customer-blocking issues, executive requests, and rapid solution development that require immediate engineering attention. This team ensures that core engineering groups can remain focused on roadmap delivery while critical issues are resolved quickly and effectively. Members of this team act as experienced generalists who can move across systems, diagnose complex problems, and coordinate with multiple teams to deliver solutions under time pressure. This role is ideal for engineers who enjoy solving ambiguous problems, working across the stack, and delivering high-impact solutions in fast-moving situations.

Responsibilities:

• Triage and resolve urgent customer escalations and production issues
• Investigate complex system behavior and diagnose cross-service problems
• Develop rapid prototypes and proofs of concept to address customer needs
• Support pre-sales engineering with technical validation and feasibility analysis
• Respond to high-priority internal requests requiring rapid engineering response
• Coordinate with multiple engineering teams to unblock critical work
• Implement targeted fixes and document findings for long-term product improvements
• Identify systemic issues and recommend structural improvements to core engineering teams
• Contribute to internal tooling, runbooks, and operational processes that improve response time and reliability
• Leverage modern AI engineering tools to accelerate investigation, debugging, and solution development

Scope of Work:

This team focuses on rapid response and targeted engineering execution rather than long-term product ownership. The role will primarily involve:

• Urgent investigations
• Customer-blocking issues
• Cross-team coordination
• Rapid solution development

Qualifications:

• 6+ years of software engineering experience
• Strong proficiency in GoLang and/or Python
• Strong troubleshooting and debugging skills across distributed systems
• Ability to quickly understand and work within unfamiliar codebases
• Experience working across multiple layers of the stack (backend, frontend, infrastructure, APIs, data systems)
• Strong communication skills and ability to coordinate across teams
• Comfortable working in high-priority, time-sensitive situations

AI & Developer Productivity

• Proficiency using modern AI-assisted development tools (e.g., Claude, Copilot,
• ChatGPT, or similar) to accelerate coding, debugging, and investigation
• Ability to effectively prompt, validate, and integrate AI-generated solutions while maintaining strong engineering judgment
• Experience incorporating AI tooling into engineering workflows to improve speed and operational effectiveness

Preferred:

• Experience supporting enterprise SaaS products
• Experience with production incident response or escalation engineering
• Familiarity with cloud platforms and modern infrastructure (e.g., Kubernetes,
• AWS, GCP)