Customer Engineer

We’re a series B startup, and have raised $65 million from Emergence Capital, Y Combinator, and the founders of PayPal and Twilio. We have grown to a 60+ person team, and we serve customers like Better.com, by delivering the most friendly, helpful, and human-like AI phone agents in the world.

We are looking for a detail-oriented and customer-obsessed Customer Engineer to join our customer team. In this role, you will be the go-to person for addressing customer issues, troubleshooting technical problems, and ensuring our users—including developers—have a seamless experience with Bland. You’ll work closely with internal teams to resolve challenges efficiently, advocate for the needs of both end-users and developers, and help foster a positive, informed developer community.

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  Serve as the primary point of contact for enterprise customers and developers seeking technical assistance via email, Slack, video calls, and community channels (e.g., Discord).

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  Triage, debug, and resolve technical issues across the platform, owning first pass investigation and driving tickets to resolution within the internal ticketing system.

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  Collaborate with internal teams, including our Forward Deployed Engineering and Engineering teams, to ensure timely issue resolution and incorporate developer feedback into product improvements.

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  Build and maintain internal dashboards and workflows that support day to day admin tasks, automate manual processes, and provide visibility into customer health, support performance, and revenue.

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  Maintain accurate and detailed documentation of customer interactions, issues, and resolutions.

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  Develop and update support resources such as FAQs, troubleshooting guides, and knowledge base articles alongside developer-focused documentation, sample code, and tutorials.

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  Stay informed about product updates, new features, and developer best practices to better support both technical and non-technical users.

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  Build and grow the self serve developer community through hands-on engagement, community channels, and occasional events or workshops.

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  Proactively identify patterns in customer and developer issues, recommending solutions, process improvements, and enhancements to our developer experience.

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  Meet and exceed performance metrics, including response time, resolution time, and customer satisfaction scores, while ensuring our developer community feels supported

• 3+ years of experience in technical customer support or a similar role.

• Strong troubleshooting skills with a structured approach to solving technical problems.

• Excellent communication skills, with the ability to simplify complex concepts for non-technical users and articulate technical details in a way that resonates with developers.

• Familiarity with SaaS platforms, APIs, or developer tools is highly desirable.

• Proficiency in using support ticketing systems, such as Plain, Intercom, or Zendesk.

• Comfortable debugging production issues using tools like Datadog, including understanding customer impact and monitoring platform health.

• Able to write accurate and complete SQL queries.

• Experience working with Stripe or similar billing systems.

• Self-starter with a strong sense of accountability and the ability to manage multiple tasks efficiently.

• Basic JS experience, including operating in local or staging environments.

• Positive and empathetic approach to customer and developer interactions, ensuring a high level of satisfaction.

• You’re eager, creative, and passionate about helping developers love the product—someone who could have started in sales or support and learned to code, bringing a unique blend of communication skills and technical curiosity.

• Have experience supporting AI-driven platforms, including tools that leverage LLMs (Large Language Models).

• Are familiar with web technologies, scripting, or basic coding (knowledge of APIs, webhooks, etc.).

• Have worked in a fast-paced SaaS environment, scaling support processes and adapting to growth.

• Have contributed to developer-focused documentation or technical training materials.

• Are skilled in analyzing support trends and using insights to enhance the customer experience, inform internal teams, and improve the developer journey.