Customer Engineer

Who is Aiwyn and what do we do?

Aiwyn is the fastest-growing software company serving the accounting profession. Founded in 2020, we now work with 100+ of the largest CPA firms in the world. Our “Job to be done”: speed up cash flow, save Partner time, & deliver best-in-class client experiences. We do this by automating day-to-day firm operations with our Practice Automation solutions. Aiwyn is led by serial entrepreneurs with multiple exits and funded by a Top 10 fintech VC.

To learn more, visit our website

This role:

At Aiwyn, our Support team plays a key role in our success. As a Customer Engineer, you’ll be responsible for resolving complex technical issues and acting as a Tier 3 Engineering point of contact. You will work with internal teams and customers from enterprise CPA firms to ensure smooth product and service delivery.

• Identify and troubleshoot complex customer issues in unique configurations.
• Analyze patterns in customer interactions to drive product and service improvements.
• Educate customers on Aiwyn products, becoming an SME (Subject Matter Expert) on key features.
• Act as the technical liaison between teams like Support, Customer Success and Engineering, resolving escalations at the Tier 3 level.
• Investigate technical problems using tools like LogRocket and Logs Explorer, leveraging logs and data for insights.
• Develop scalable support processes based on customer feedback to improve workflows.
• Provide exceptional support via emails, chats, or calls for both routine and advanced technical issues.
• Occasionally use GitHub to investigate code-related issues or make small fixes as needed.

• Proven experience in product or technical support within a SaaS environment.
• Strong knowledge of databases and SQL for troubleshooting technical issues.
• Familiarity with web development, APIs, and tools like LogRocket for problem resolution.
• Excellent communication skills, with the ability to simplify complex technical topics for customers and internal teams.
• Ability to thrive in a fast-paced environment while managing multiple issues.
• The ability to travel occasionally for onsite Company meetings

• The big-picture value proposition of this role is simple: join us, and you'll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast growing SaaS startup led by an experienced and successful co-founding team with industry experience.

• Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls.
• Remote, work-from-anywhere culture
• Flexible PTO
• World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support.
• Stock options - every Full Time Employee has ownership in Aiwyn's future and success.
• 401(k) matching

• Trust - We champion transparency, welcome differing perspectives, uphold accountability, and trust that others have good intentions
• Courage - We have the courage to take calculated risks and embrace change, knowing what worked in the past won’t always work in the future
• Impact - Rooted in determination and innovation, we chase extraordinary outcomes and impactful results
• Relentlessness - We approach challenges with an unwavering resolve, never settling for mediocrity, and always striving to surpass expectations

• About us
• Why Aiwyn
• YouTube page

Aiwyn is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Candidate information will be treated in accordance with our CCPA privacy notice which can be found here: https://www.aiwyn.ai/ccpa