{"id":552376,"url":"https://alion.io/job/devrev-customer-engineer","title":"Customer Engineer","company":{"id":6541,"name":"DevRev","domain":"devrev.ai","url":"https://alion.io/company/devrev","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":87,"open_postings":16,"ghost_share":0,"stale_share":0.313,"repost_share":0,"time_to_fill_p50_days":87,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Solutions","role_family":"Solutions","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Buenos Aires, Argentina","Argentina"],"countries":["AR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":110000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":875},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Datadog","optional":false},{"name":"Go","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"Kibana","optional":false},{"name":"Claude","optional":true},{"name":"Cursor","optional":true},{"name":"JavaScript","optional":true},{"name":"React.js","optional":true}],"status":"live","first_seen_at":"2026-09-08T12:13:34Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-11-03T21:24:35Z","board_verified":true,"closed_at":null,"days_open":56,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":56},"description":"About DevRev\nAt DevRev, we're building the future of work with Computer - your AI teammate. Unlike traditional tools, Computer unifies all your data sources, tools, and workflows into a single AI-ready platform, giving employees real-time insights, proactive suggestions, and powerful agentic actions. It extends your existing software with AI-native apps and agents that work alongside your teams and customers - updating workflows, coordinating across teams, and eliminating repetitive work. We call this Team Intelligence: human-AI collaboration that breaks down silos, brings people back together, and frees you to solve bigger problems. Backed by Khosla Ventures and Mayfield with $150M+ raised, DevRev is trusted by global companies across industries.\nAbout the role\nThe Customer Engineer sits inside our Customer Experience (CX) team and is a customer-facing engineer who resolves the platform customer bugs that need an actual code change and builds important customer-facing features. Our CX model pairs two roles - Customer Outcomes (relationship and account ownership) and Customer Engineer (code and incidents) - both powered by Computer, our AI engine that handles L1-L4 diagnosis instantly, 24/7.\nYou are not a back-room ticket-closer. You are the subject-matter expert for a specific product area, lead the technical response when things break, and ship real fixes and features. Every fix you ship feeds back into Computer, so the next identical issue resolves automatically.\nResponsibilities\nProduct-area specialist\nOwn deep expertise in one area of the product (e.g. integrations, workflows, search/AI, platform).\nBe the go-to escalation point for issues in that area, across accounts.\nKeep Computer's knowledge sharp for your area - feed in fixes, edge cases, and known issues.\nSpot recurring problems and drive them to a permanent fix or product change, partnering with the core Engineering team that owns the area.\nTranslate customer technical needs into clear product feedback for Product and Engineering.\nResolution and feature development\nOwn and resolve complex, code-level platform customer bugs routed from Customer Outcomes for your product area.\nBuild important customer-facing features and enhancements that directly address customer pain points and business needs.\nUse Computer's full L1-L4 diagnosis as a head start - you don't start from zero.\nInvestigate root cause at the code level: logs, queries, API behavior, service interactions.\nWrite, test, and deploy fixes and features - real resolutions, not just workarounds - and confirm them directly with the customer where relevant.\nDocument every fix (what broke, why, how to prevent recurrence) and feed it back to Computer.\nIncident management\nParticipate in the on-call rotation within the Customer Engineering team to front customer-impacting incidents in your product area and mitigate them.\nAct as first responder: detect and confirm incidents, triage severity and impact, and communicate status to affected customers (plain language) and Customer Outcomes owners.\nDrive or support technical investigation and mitigation alongside core Engineering.\nLead or contribute to post-incident reviews, then turn every learning into Computer knowledge and a known-issue entry.\nBuild playbooks from mitigated incidents so recurring problems can be handled faster - or resolved automatically by Computer next time.\nWhat this role does not do\nOwn the overall customer relationship or account book - that stays with Customer Outcomes; you own the technical relationship.\nSit in a separate, deprioritized engineering backlog - you work inside CX, prioritized by customer impact.\nQualifications\n3-5 years of hands-on software engineering experience.\nStrong proficiency in a backend language (Golang strongly preferred), with hands-on, production-grade coding experience.\nPrior experience in Customer Engineering, Sustenance/L4 engineering, or an equivalent support-focused, customer-facing engineering team.\nStrong debugging, logging, and observability mindset for distributed systems and microservices.\nComfortable investigating root cause at the code level - logs, queries, API behavior, and service interactions - and writing, testing, and deploying both fixes and features end-to-end.\nExperience writing postmortems, root-cause documentation, and reliability/incident reports.\nFamiliarity with monitoring and observability tools (e.g. Grafana, Datadog, Kibana, or similar).\nComfortable with on-call responsibilities and leading incident mitigation.\nExcellent communication skills - able to explain root cause and fixes directly to customer engineering and admin stakeholders.\n Good to have: deep expertise in a product area such as integrations, workflows, search/AI, or platform; exposure to multi-tenant SaaS systems; working knowledge of frontend concepts (SPA frameworks, preferably ReactJS); and adoption of modern AI-assisted dev tooling (e.g. Cursor, Claude).\nHow you'll be measured\nCode-fix and feature delivery time, % of issues resolved without core engineering, root-cause documentation rate, fix-recurrence rate, incident response / time-to-mitigate for your area, and the technical health of the accounts your product area serves.\nHow do we work?\nWhatever your role, our values describe what we ask of each other.\nBe a bridger\nLook beyond your own role. Ask questions, share context and help others get unstuck. That may mean bringing the right people together or picking up a problem that doesn’t necessarily fit neatly into your job description.\nCare loudly\nWe want your perspective, not just your agreement. Speak up when something isn’t working or someone needs support. Give honest feedback with respect for the person receiving it. Don’t let an uncomfortable conversation become an unspoken problem.\nOwn the outcome\nTake responsibility for the result, not just your part in the process. Use AI to move the work forward, not to outsource your judgment. Make the call, check whether it worked and change course when it didn’t. 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