{"id":3760845,"url":"https://alion.io/job/engage3-team-lead-customer-solutions-engineer","title":"Team Lead, Customer Solutions Engineer","company":{"id":2059452,"name":"Engage3","domain":"engage3.com","url":"https://alion.io/company/engage3","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tirana, Albania"],"countries":["AL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ETL/ELT","optional":false},{"name":"Jira","optional":false},{"name":"Lighthouse","optional":false},{"name":"Scrum","optional":false},{"name":"Snowflake","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-11-04T18:31:01Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-09T14:06:38Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Team Lead, Customer Solutions Engineer\nAbout The Role\nSasha, our support automation agent, removes the manual work of intake, classification, and\nfirst pass triage. What remains is a category of cases that require reasoning across systems,\ntools, and processes with no single playbook that explains it.\nWithout a dedicated owner, complex issues currently fall to whoever lands in the thread,\nslowing down resolution times.\nWe are looking for a Team Lead to build and run this team. The Team Lead owns the team’s\nresults: how L2 cases are routed, investigated, and closed, and how quickly. You will train and\nlead the team’s Customer Solutions Engineers, serve as their point of escalation, and stay\nhands-on with the hardest investigations.\nWhat You Will Own\nRun multi-system root cause investigations end-to-end, from the point Sasha or an L1\nanalyst flags a case as an L2 qualifying issue through to a confirmed fix or a\ndocumented handoff to the appropriate team.\nWrite and run original queries against Snowflake, RPHD, and Lighthouse data. You will\ntest your own hypotheses rather than relying on another team's account of what the\ndata shows.\nServe as the point of escalation within the team: unblock engineers on stalled\ninvestigations, make the call on priority and severity questions, and take over cases\nwhen the situation requires it.\nTrain and develop Customer Solutions Engineers on our systems, data, and\ninvestigation methods through regular 1:1s, coaching, case reviews, and performance\nfeedback.\nIdentify recurring root-cause patterns across cases and translate them into concrete\nmonitoring, alerting, or dashboard improvement proposals - flagging systemic issues\nbefore they generate the next round of L2 escalations, rather than only investigating\nafter the fact.\nOwn team performance against severity/SLA targets and TTR. Monitor the queue,\nrebalance of work, and step in when a case is at risk of breaching its target.\nServe as the single accountable owner when a case spawns child tickets across\nmultiple Jira projects, consolidating findings into one clear narrative for the CSM and\nthe client.\nProvide documented recommendations on data integrity tradeoffs and collaborate\nwith the team who owns the decision before a fix is implemented.\nEscalate to functional leaders when resolution depends on cross-functional\ncollaboration and drives the case to full resolution.\nEnsure that any required long-term fix is properly ticketed. Collaborate with Scrum\nMasters to ensure it is assigned to a sprint before you consider a case closed.\nRespond to and progress L2 cases according to defined severity/SLA targets,\nescalating proactively when a case is at risk of breaching its target.\nWhat Routes To You\nA case reaches you at triage when any of the following is true:\nComplex tickets such as issues involving two or more processes or organizations or\nmultiple child tickets.\nThe prior case scan surfaces a repeat pattern from the same account within the last\nsix months.\nSasha or an L1 analyst flag that root cause could not be isolated within the standard L1\ntriage process.\nWhat You Bring\nArea What we are looking for\nTechnical depth SQL fluency sufficient to write original investigative queries, not just\nrun saved ones.\nSystem breadth Working knowledge across Lighthouse, Snowflake, RPHD, and our ETL\npipelines. You understand how data flows end to end rather than\nowning one piece of it.\nWorking style Comfortable owning ambiguous, complex investigations without a\nplaybook.\nCommunication You excel at driving alignment across teams, holding partners\naccountable, and synthesizing complex, scattered insights into a\nsingle actionable narrative for CSMs and clients.\nIntellectual curiosity You approach a case like a forensic analyst. You leave no stone\nunturned, and you do not settle for the first plausible explanation.\nAccountability You drive a case to complete resolution, including making sure any\nlong-term fix is ticketed and scheduled before you close it.\nWhat Success Looks Like\nIn your first months, success looks like fewer cases stalling on unclear ownership, CSMs\nspending less time on project managing complex tickets, and a growing library of resolved\ninvestigations that make the next similar case faster to solve. You will help build the playbook\nfor this brand-new team.\nSuccess also means a well-trained team that knows when and how to escalate to you, a clear operating model that\nCSMs and L1 understand, and consistent delivery against SLA targets.\nWhy Join Now\nThis is a new team, launching with two to three analysts at once so the group can build ways\nof working together. This role is designed as a career path for strong candidates ready to own\nharder problems and make a bigger impact.","description_format":"text","description_chars":4736,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Retail & Commerce AI","Retail & Pricing Analytics"],"lifecycle":[{"event":"open","at":"2026-11-04T18:31:01Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":4,"expected_fill_days":28,"reasons":["conf:1","win:early"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/engage3-team-lead-customer-solutions-engineer","json_url":"https://alion.io/job/engage3-team-lead-customer-solutions-engineer.json","meta":{"generated_at":"2026-11-09T16:37:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24287,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2059452},"rest":"https://alion.io/mcp/rest/get_company?id=2059452"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fengage3-team-lead-customer-solutions-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fengage3-team-lead-customer-solutions-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fengage3-team-lead-customer-solutions-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/engage3-team-lead-customer-solutions-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fengage3-team-lead-customer-solutions-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3760845}},{"tool":"search_jobs","arguments":{"company":"engage3.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3760845},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}