Description

We're hiring a Customer Engineer to serve as the direct technical bridge between our enterprise customers and the OpenCX product. You'll respond quickly to customer queries via Slack or video calls, lead onboarding and implementation, debug issues (including complex third-party integrations), and ship fixes or enhancements yourself in our Node.js/TypeScript codebase.

You'll develop deep expertise in the platform — including how customers use our AI agents — and work closely with the Product Engineering team to turn real customer needs into product improvements. Prompt engineering is a significant part of the role, as you'll help customers get the most out of our AI capabilities.

The size of your contributions to the codebase will vary based on your appetite and ability to execute product changes, but the responsibilities below represent the minimum expectation.

This is a hands-on engineering role with heavy customer exposure — not pure support, and not pure internal development.

What you'll do

• 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) so you can effectively advise customers on solving their communication and support challenges.
• Document recurring issues, solutions, and integration patterns to strengthen internal knowledge and customer resources.

Requirements

• 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 (this is important, as OpenCX is an AI-native platform and you'll help customers optimize their use of it).
• 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.
• Primarily based on-site in Amman, Jordan, and comfortable working with customers across US, Europe, and Saudi time zones.

Benefits

• Top of the market compensation
• Health insurance
• Working at a high-growth, YC-backed startup