Customer Engineer

About the role

Nexla, briefly

Nexla is the data connectivity layer for enterprise AI. Over 1,000 bidirectional connectors give agents real-time access to data and actions over MCP. Nexla's Agentic Data Integration handles high-volume streaming ETL, CDC, and Document ETL. At the core of the platform is Helix, a context engine that continuously learns from metadata, schemas, telemetry, and documentation to give agents accurate context and keep pipelines reliable. Nexla processes over a trillion records a month for enterprises including DoorDash, LiveRamp, LinkedIn, and J&J. Honorable Mention in the Gartner Magic Quadrant™ for Data Integration Tools, and top-rated by customers on Gartner Peer Insights four years running.

Role You would be the technical bridge between our customers and our engineering teams. When a customer’s pipeline breaks, or our Ops team spots something before the customer does, you take it: dig through logs and connectors, find the actual cause, and see it through to a fix. This is not ticket triage. You own the resolution, including the engineering conversations it takes to get there. Python, SQL, and REST APIs are the tools you reach for daily.

What you’ll own

Investigate and resolve

- Perform deep technical investigations and solve complex issues reported by customers or proactively identified by the L1 team.

- Take end-to-end ownership of customer cases - initial troubleshooting, root cause identification, and resolution.

- Investigate incidents using the Nexla environment, connectors, logs, and other troubleshooting tools.

- Drive root cause analysis in close partnership with multiple Engineering teams.

Support customers

- Provide troubleshooting support via email, support tickets, Slack, virtual meetings, and other channels.

- Help customers around the clock, working in shifts in a 24x7 environment.

- Provide support during major product releases.

Share knowledge and keep teams informed

- Document known and newly identified solutions in our knowledge base and share them across the team.

- Use sound judgment and clear communication to compose timely Global Alerts and issue-visibility updates for field teams such as Sales and Customer Success.

Skills required

- Experience - 3+ years of relevant work in technical solutioning or related fields

- Customer advocacy - Strong dedication to customer satisfaction and advocacy

- Communication - Excellent written and verbal communication in English

- Problem-solving - Highly developed, process-oriented troubleshooting and issue resolution

- Teamwork - Commitment to a positive, ego-free workplace culture

- Adaptability - Thrives in a fast-paced, highly collaborative, global environment

- Analytical skills - Excellent analytical ability with strong attention to detail

Technical proficiency