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Overview:

The IC, Customer Engineering at Tractable is essential in ensuring the seamless integration, deployment, and operation of Tractable’s AI-driven solutions with customer environments. Collaborating closely with the Customer Success Manager, this role requires deep technical expertise, advanced problem-solving skills, and cross-functional collaboration to deliver exceptional customer experiences and drive product adoption.

Key Responsibilities

Pre-sales and Onboarding Support:

• Partner with Customer Success Managers and sales teams to understand customer needs and recommend solutions using Tractable’s internal documentation.
• Assist in conducting product demos and proof-of-concept (PoC) implementations to showcase value.
• Ensure smooth technical integration of Tractable’s solutions during onboarding and deployment phases.

Product Customisation and Integration:

• Design and implement tailored technical solutions to address customer-specific requirements.
• Work closely with engineering teams to integrate Tractable’s products with customer systems via protocols like HTTP APIs, SFTP, and others.
• Develop custom features, extensions or configurations to adapt Tractable’s solutions to our customers' unique use cases.

Internal Advocacy and Collaboration:

• Act as the technical point of contact between the Customer Success Manager and Tractable’s product and engineering teams.
• Advocate for product enhancements, feature requests, and resolution of recurring issues based on customer feedback.
• Contribute to refining internal processes for improved efficiency and better customer outcomes.

Documentation and Enablement:

• Create and maintain technical documentation, FAQs, and internal knowledge bases specific to Tractable’s solutions.
• Develop and deliver training resources to enable Customer Success Managers and customers to maximise solution usage.

Required Skills and Qualifications

Technical Expertise:

• Proficiency in:
• Programming Languages: Python, TypeScript
• Integration Protocols: HTTP APIs, SFTP

Infrastructure: AWS Serverless Stack, Kubernetes, Kafka

• Strong debugging, troubleshooting, and root cause analysis capabilities.
• Familiarity with modern system architecture, cloud deployment strategies, and integration methodologies.

Collaboration and Communication:

• Proven ability to work effectively with Customer Success Managers, engineering, and sales teams.
• Capable of translating complex technical issues into clear, actionable solutions for non-technical stakeholders.

Problem-Solving Skills:

• Skilled in analysing technical challenges and designing customer-centric solutions.
• Comfortable managing multiple high-priority tasks in dynamic, high-pressure scenarios.

Preferred Experience:

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• Hands-on experience in technical roles such as solutions engineering, support engineering, or systems integration, ideally with AI or machine learning solutions.