What are the responsibilities and job description for the Customer Engineer position at Bland Company?

About Bland.ai

At Bland.ai, our goal is to empower enterprises to make AI-phone agents at scale. Based out of San Francisco, we're a quickly growing team striving to change the way customers interact with businesses. We are backed by some of Silicon Valley's finest; Including founders of Twilio, Affirm, ElevenLabs, and many more.

Role Description :

We are looking for a detail-oriented and customer-obsessed Customer Engineer to join our customer team. In this role, you will be the go-to person for addressing customer issues, troubleshooting technical problems, and ensuring our users-including developers-have a seamless experience with Bland. You'll work closely with internal teams to resolve challenges efficiently, advocate for the needs of both end-users and developers, and help foster a positive, informed developer community.

What You Will Do :

Serve as the primary point of contact for customers and developers seeking technical assistance via email, Slack, video calls, and community channels (e.g., Discord).
Diagnose and resolve technical issues related to our platform, escalating complex problems as needed.
Collaborate with internal teams, including Customer Success, Engineering, and Solutions Engineering, to ensure timely issue resolution and incorporate developer feedback into product improvements.
Maintain accurate and detailed documentation of customer interactions, issues, and resolutions.
Develop and update support resources-such as FAQs, troubleshooting guides, and knowledge base articles-alongside developer-focused documentation, sample code, and tutorials.
Stay informed about product updates, new features, and developer best practices to better support both technical and non-technical users.
Proactively identify patterns in customer and developer issues, recommending solutions, process improvements, and enhancements to our developer experience.
Meet and exceed performance metrics, including response time, resolution time, and customer satisfaction scores, while ensuring our developer community feels supported and empowered.

About You :

3 years of experience in technical customer support or a similar role.

Strong troubleshooting skills with a structured approach to solving technical problems.

Excellent communication skills, with the ability to simplify complex concepts for non-technical users and articulate technical details in a way that resonates with developers.

Familiarity with SaaS platforms, APIs, or developer tools is highly desirable.

Proficiency in using support ticketing systems, such as Pylon, Intercom, or Zendesk.

Self-starter with a strong sense of accountability and the ability to manage multiple tasks efficiently.

Positive and empathetic approach to customer and developer interactions, ensuring a high level of satisfaction.

You're eager, creative, and passionate about helping developers love the product-someone who could have started in sales or support and learned to code, bringing a unique blend of communication skills and technical curiosity.

Bonus If You :

Have experience supporting AI-driven platforms, including tools that leverage LLMs (Large Language Models).

Are familiar with web technologies, scripting, or basic coding (knowledge of APIs, webhooks, etc.).

Have worked in a fast-paced SaaS environment, scaling support processes and adapting to growth.

Have contributed to developer-focused documentation or technical training materials.

Are skilled in analyzing support trends and using insights to enhance the customer experience, inform internal teams, and improve the developer journey.

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