Role Description We're hiring a Customer Engineer to serve as the direct technical bridge between our enterprise customers and the OpenCX product. This is a hands-on engineering role with heavy customer exposure — not pure support, and not pure internal development. - Act as the primary technical point of contact for enterprise customers: respond fast to queries, join video calls, and own resolution end-to-end. - Lead technical onboarding and implementation: guide customers through setup, configuration, and integration with tools like Zendesk, Intercom, HubSpot, and others. - Debug and troubleshoot complex issues in live customer environments. - Implement fixes, integration enhancements, or small features directly in the Node.js / TypeScript codebase. - Collaborate closely with the Product Engineering team: share customer context, escalate systemic problems, and help prioritize and plan changes. - Build strong expertise in the platform (including AI agents and prompt engineering) to effectively advise customers on solving their communication and support challenges. - Document recurring issues, solutions, and integration patterns to strengthen internal knowledge and customer resources. Qualifications - Strong software engineering experience with Node.js and TypeScript — you'll be writing and shipping production code. - Hands-on experience using AI agents and prompt engineering. - Previous customer-facing technical work: onboarding, debugging integrations, or similar roles in a SaaS environment. - Good understanding of (or fast ability to learn) customer support / helpdesk tools and their APIs (Zendesk, Intercom, HubSpot, etc.). - Excellent English communication skills — clear writing and confident speaking on video calls with enterprise stakeholders. - Ability to operate effectively in a fast-moving startup: you prioritize speed, customer impact, and getting things done. - Comfortable working remotely with customers across multiple global time zones. Benefits - Top of the market compensation - Health insurance - Working at a high-growth, YC-backed startup

• Conduct structured job shadows of Project Engineers, Project Managers, and superintendents • Extract and codify expert knowledge from experienced construction professionals • Synthesize field observations into actionable briefs • Build and maintain a living knowledge base of construction workflows • Identify systemic patterns across jobsites

• Build and maintain state data ingest pipelines: write Python and SQL to ingest, normalize, and validate raw criminal justice data from state partners into Recidiviz's platform, handling messy schemas, legacy formats, and evolving data feeds. • Own your state portfolio end-to-end: serve as the primary technical owner for 1–2 state partners, managing ingest quality, resolving data issues, and prioritizing technical work in collaboration with your State Engagement Managers, Product Managers, Data Analysts, and Software Engineers. • Scope and deploy solutions in partnership with states: collaborate with state IT staff and agency leadership to understand data systems and constraints, define integration approaches, and translate partner needs into clear technical plans. • Drive initiatives from backlog to production: independently pick up and complete scoped tickets - from code remappings and raw data documentation to net-new ingest for newly signed states - with appropriate guidance from your technical lead. • Act as a feedback loop to product and engineering: bring on-the-ground context from partner deployments back to our core teams, helping to make the platform more robust, configurable, and scalable. • Support onboarding of new states: as new partners sign, contribute to ingest scoping and early pipeline work, helping Recidiviz move quickly from signed contract to live data.

• Serve as the primary point of contact for key client accounts, building and maintaining strong relationships with clients. • Successfully handle onboarding of multiple clients simultaneouslyUnderstand clients' business objectives • Understand clients' technical requirements which may require leading technical discovery sessions to ensure that our AI-powered customer support solutions are configured appropriately to meet their needs • Collaborate with internal teams, including sales, product, engineering, and customer support, to address client needs and resolve technical issues. • Develop and maintain a deep understanding of our AI-powered customer support solutions, and effectively communicate technical information to clients. • Identify opportunities for upselling and cross-selling our solutions to existing clients. • Track and report on key account metrics, such as customer satisfaction and product usage, and use this information to drive improvements in our solutions.