About the Role
We are hiring a Customer Engineer on behalf of our client, a fast-growing, AI-native SaaS company building an enterprise customer experience platform.
This is a hands-on engineering role with heavy customer exposure — not pure support, and not pure internal development. You'll be the direct technical bridge between enterprise customers and the product: responding quickly to queries via Slack or video calls, leading onboarding and implementation, debugging complex issues (including third-party integrations), and shipping fixes yourself in a Node.js + TypeScript codebase.
You will build deep expertise in the platform — including its AI agents — and work closely with the Product Engineering team to turn real customer needs into product improvements. Prompt engineering is a big part of the role, as you'll help customers get the most out of the platform's AI capabilities.
What You will Do
- Act as the primary technical point of contact for enterprise customers — respond fast, join video calls, and own resolution end-to-end
- Lead technical onboarding and implementation: setup, configuration, and integration with tools like Zendesk, Intercom, and HubSpot
- Debug and troubleshoot complex issues in live customer environments
- Ship fixes, integration enhancements, and small features directly in the Node.js/TypeScript codebase
- Collaborate closely with Product Engineering: share customer context, escalate systemic problems, help prioritize changes
- Build strong platform expertise (including AI agents and prompt engineering) to advise customers effectively
- Document recurring issues, solutions, and integration patterns
What We are Looking For
- Strong software engineering experience with Node.js and TypeScript — you'll be writing and shipping production code
- Hands-on experience with AI agents and prompt engineering (essential — this is an AI-native platform)
- Previous customer-facing technical work: onboarding, debugging integrations, or similar in a SaaS environment
- Good understanding of (or ability to quickly learn) helpdesk tools and their APIs — Zendesk, Intercom, HubSpot, etc.
- Excellent English communication — clear writing and confident speaking with enterprise stakeholders
- Comfortable in a fast-moving startup: speed, customer impact, getting things done
- Based on-site in Amman, Jordan, and comfortable working across US, Europe, and Saudi time zones
Nice to Have
- Experience with AI products, customer communication platforms, or enterprise SaaS
- Background integrating or extending messaging/communication systems
