مهندس دعم العملاء (Customer Engineer)

Job Summary

The Customer Engineer acts as the technical liaison between enterprise clients and the product team at a YC-backed AI startup, handling engineering tasks with significant customer interaction.

Responsibilities

• Serve as the main technical contact for customers, responding promptly and managing issue resolution fully.
• Lead the technical onboarding process for enterprise clients, assisting with setup, configuration, and integration with platforms like Zendesk, Intercom, and HubSpot.
• Identify and fix complex problems in live customer environments.
• Write and deploy code changes, including fixes and feature enhancements, in a Node.js and TypeScript codebase.
• Work closely with product engineering to communicate customer insights, escalate systemic issues, and influence product priorities.
• Gain deep expertise in AI agents and prompt engineering to advise customers on improving their support operations.
• Create documentation of common issues, solutions, and integration methods to enhance internal and customer knowledge.

Requirements

• 2-3+ years of software engineering experience with Node.js and TypeScript, including production code development.
• Practical experience with AI agents and prompt engineering.
• Previous technical customer-facing experience such as onboarding or troubleshooting integrations in a SaaS context.
• Familiarity with or ability to quickly learn helpdesk APIs like Zendesk, Intercom, and HubSpot.
• Fluent English with strong written and verbal communication skills, including confidence in video calls with enterprise stakeholders.
• Capability to work effectively in a fast-paced startup environment focused on speed and customer impact.
• Availability to support customers across US, EU, MENA, and GCC time zones.

What the company offers

• Monthly gross base salary between JOD 1,800 and 2,800, with potential for higher pay for exceptional candidates.
• Highest-tier GIG health insurance after probation period and standard paid leave as per Jordanian regulations.
• Possibility of equity participation later based on performance and review, not included initially.
• On-site work in Amman, Jordan, six days per week with one day off.
• Engagement as a direct independent contractor.

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