Staff Customer Engineer – Koi

Job Description:

• Act as a technical bridge between engineering and customer-facing teams
• Own end-to-end resolution of technical issues, including diagnosing complex bugs and managing deployment to customer environments
• Develop deep expertise in product architecture, capabilities, internal systems, and technical roadmap
• Enable Domain Consultants to run POVs through deployment, troubleshooting, and value demonstration
• Support internal teams in diagnosing and resolving complex customer issues
• Build internal tools and systems for independent support-team triage
• Reduce engineering dependency for routine support and POV-related issues
• Lead or own triage of complex, high-impact customer issues
• Partner with engineering to identify root causes and drive sustainable fixes
• Identify and eliminate recurring friction in POVs and customer deployments
• Contribute to internal documentation, troubleshooting guides, and playbooks

Requirements:

• B.Sc. in Computer Science, Industrial Engineering, Software Engineering, or a related technical discipline (or equivalent practical experience)
• Strong software engineering background with deep, system-level understanding of software architectures, network, and infrastructure
• Proven experience diagnosing, debugging, and resolving complex technical issues in real-world, production customer environments
• Ability to quickly master new system architectures and independently debug unfamiliar, legacy, or proprietary codebases
• Experience partnering with pre-sales, field engineering, or customer success teams to support the technical retention lifecycle
• Exceptional communication and presentation skills in English
• Builder mentality with a track record of developing scalable tools, automation scripts, and repeatable processes
• Experience in the cybersecurity sector or at a cyber-focused technology company is preferred
• Foundational software engineering background and practical understanding of software architectures, network, and infrastructure is preferred

Benefits:

• Restricted stock units may be included
• Bonus may be included
• Immigration sponsorship eligible
• Reasonable accommodations for qualified individuals with a disability or special need