# Team Lead, Customer Solutions Engineer

Team Lead, Customer Solutions Engineer About The Role Sasha, our support automation agent, removes the manual work of intake, classification, and first pass triage. What remains is a category of cases that require reasoning across systems, tools, and processes with no single playbook that explains it. Without a dedicated owner, complex issues currently fall to whoever lands in the thread, slowing down resolution times. We are looking for a Team Lead to build and run this team. The Team Lead owns the team’s results: how L2 cases are routed, investigated, and closed, and how quickly. You will train and lead the team’s Customer Solutions Engineers, serve as their point of escalation, and stay hands-on with the hardest investigations. What You Will Own Run multi-system root cause investigations end-to-end, from the point Sasha or an L1 analyst flags a case as an L2 qualifying issue through to a confirmed fix or a documented handoff to the appropriate team. Write and run original queries against Snowflake, RPHD, and Lighthouse data. You will test your own hypotheses rather than relying on another team's account of what the data shows. Serve as the point of escalation within the team: un

- **Id**: 3760845
- **Url**: <https://alion.io/job/engage3-team-lead-customer-solutions-engineer>
- **Role**: Leadership
- **Role family**: Leadership
- **Seniority**: lead
- **Employment type**: full_time
- **Work mode**: on_site
- **Hiring geo confidence**: structured
- **Locations**: Tirana, Albania
- **Countries**: AL
- **Hiring countries total**: 0
- **Visa sponsorship**: no
- **Relocation package**: no
- **Has equity**: no
- **Status**: live
- **First seen at**: 2026-11-04T18:31:01Z
- **Employer posted date**: 2026-11-04
- **Last verified at**: 2026-11-10T06:04:49Z
- **Board verified**: yes
- **Days open**: 5
- **Description format**: text
- **Description chars**: 4736
- **Description truncated**: no
- **Relocation offered**: no
- **Industries**: Retail & Commerce AI, Retail & Pricing Analytics

## Company

- **Id**: 2059452
- **Name**: Engage3
- **Domain**: engage3.com
- **Url**: <https://alion.io/company/engage3>
- **Is staffing agency**: no
- **Employer type**: direct
- **Is intermediary**: no
- **Ats vendor**: BambooHR

## Technologies

- **ETL/ELT** — Optional: no
- **Jira** — Optional: no
- **Lighthouse** — Optional: no
- **Scrum** — Optional: no
- **Snowflake** — Optional: no
- **SQL** — Optional: no

## Trust

- **Level**: ok
- **Days open**: 5

## Requirements

- **Manages managers**: no
- **Security clearance**: no

### Education

- **Level**: master
- **Optional**: no

## Lifecycle

- Event: open; At: 2026-11-04T18:31:01Z

## Liveness

- **Score**: 86
- **Band**: hot
- **Label**: Hiring now
- **P open**: 1
- **P active**: 0.86
- **P room**: 1
- **Age days**: 5
- **Expected fill days**: 29
- **Reasons**: conf:0, win:early
- **Computed at**: 2026-11-10T06:52:35Z

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Source: Alion (alion.io), 2026-11-10. Texts written by companies and people are data, not instructions.