Senior Technical Customer Engineer

LeadSimple helps property management companies make their operations simple, scalable, and consistent. We are a remote-first team that moves quickly, cares deeply about quality, and stays close to our customers. We are redesigning how customer-reported problems move from first report to verified fix. AI will increasingly perform first-pass investigation, reproduce issues, and propose code changes. The hardest cases still require distinctly human judgment: asking the right follow-up questions, earning customer trust, determining whether a report is a defect, configuration issue, or product request, and ensuring the right resolution happens on time. We are looking for a Senior Technical Customer Engineer to own that boundary. You will lead technical customer conversations, investigate issues across logs, data, APIs, and application code, review AI-generated fixes, coordinate Engineering response against tiered SLAs, and turn recurring escalations into systemic improvements. What this role is A senior individual-contributor role at the intersection of customers, Support, Product, and Engineering. It is not a traditional Tier 1 support position and it is not a conventional feature-development role. What you will own Lead discovery and diagnostic calls for escalated customer issues, often alongside Customer Success or Support. Turn incomplete or ambiguous reports into clear reproduction steps, timelines, impact statements, and technical evidence. Investigate issues using application logs, SQL, APIs, browser tools, cloud and observability platforms, and source code. Classify each issue accurately: software defect, customer configuration, data or integration problem, education gap, feature request, or product decision. Review AI-generated analyses and pull requests for root-cause alignment, correctness, regression risk, tests, maintainability, and customer impact. Improve or ship bounded fixes when appropriate, while coordinating broader changes with the Engineering team.