Full-Time Customer Engineer

Who is Aiwyn and what do we do?Aiwyn is the fastest-growing software company serving the accounting profession. We work with 100+ of the largest CPA firms in the world. Our goal is to speed up cash flow, save Partner time, and deliver best-in-class client experiences by automating day-to-day firm operations.

This role: At Aiwyn, our Support team is critical. As a Customer Engineer, you'll resolve complex technical issues, act as a Tier 3 Engineering point of contact, and work with internal teams and customers to ensure smooth product and service delivery.

1. Identify and troubleshoot complex customer issues in unique configurations.
2. Analyze patterns in customer interactions to drive product and service improvements.
3. Educate customers on Aiwyn products, becoming a Subject Matter Expert (SME) on key features.
4. Act as the technical liaison between Support, Customer Success, and Engineering, resolving escalations at the Tier 3 level.
5. Investigate technical problems using tools like LogRocket and Logs Explorer, leveraging logs and data for insights.
6. Develop scalable support processes based on customer feedback to improve workflows.
7. Provide exceptional support via emails, chats, or calls for both routine and advanced technical issues.
8. Occasionally use GitHub to investigate code-related issues or make small fixes.

Qualifications:

• Proven experience in product or technical support within a SaaS environment.
• Strong knowledge of databases and SQL for troubleshooting.
• Familiarity with web development, APIs, and tools like LogRocket.
• Excellent communication skills.
• Ability to thrive in a fast-paced environment.

Benefits:

• Competitive salary
• Remote, work-from-anywhere culture
• Flexible PTO
• Comprehensive benefits (health, vision, dental, HSA/FSA, mental health)
• Stock options
• 401(k) matching
• Adventure travel stipend

What is the last date for applying to the job?

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