Customer Engineer

As a Customer Engineer at Column, your main responsibilities will include supporting the technical relationship with customers from pre-sales to implementation and onboarding. You'll assist in the delivery of strategic projects, help gather product feedback, identify operational bottlenecks, and contribute to building internal tools. Collaboration with other teams is key, as you'll work closely with engineering, business operations, and compliance teams to ensure smooth implementations and contribute to growing payment volumes.

To qualify for the Customer Engineer position at Column, candidates should ideally have 3+ years of experience in a technical or technical-adjacent role. Strong customer-facing communication skills are essential, as well as a problem-solving mindset and a humble attitude. Basic technical skills in coding (preferably in JavaScript or Python) and an eagerness to learn SQL are highly valued. While prior knowledge of the financial services industry is beneficial, it's not a requirement.

Customer Engineers at Column work in a dynamic and collaborative environment situated in our Presidio office in San Francisco. The role entails being in the office four days a week, where you'll engage with cross-functional teams and contribute to leveraging tools and technologies that improve operational efficiency. You'll enjoy a friendly, innovative atmosphere that encourages growth and learning—perfect for someone looking to advance their career in fintech.

At Column, we take career development seriously! As a Customer Engineer, you will have significant opportunities to take on responsibilities that foster your growth. You will directly influence product developments through feedback gathering and identifying gaps, while also gaining professional development through internal tooling projects. Our supportive environment, combined with access to diverse perspectives from team members, creates a rich learning opportunity tailored to help you advance your skills and career.

Customer Engineers at Column enjoy a robust benefits package, including comprehensive health, dental, and vision plans fully covered for both employees and dependents. Additional perks include a flexible time-off policy for relaxation and recharge, catered lunches, commuter benefits, and generous family planning support. Plus, you’ll be part of an inclusive culture that promotes team-building activities and an engaged work environment!

When answering this question, be sure to share specific examples of your previous roles and how you interacted with customers. Highlight your technical abilities and how they aided in delivering effective solutions. Emphasize your communication skills and ability to translate complex technical concepts into understandable terms for customers.

Discuss how you identify bottlenecks through data analysis and customer feedback. Offer examples of situations where you proactively addressed issues, perhaps by streamlining processes or improving internal tools. Show that your approach is collaborative, involving various team members to resolve issues efficiently.

Highlight your technical expertise relevant to the role, such as familiarity with programming languages like JavaScript or Python, as well as your ability to learn SQL. Discuss any previous experience with APIs and how they were relevant in technical customer interactions, making sure to connect these skills to the responsibilities outlined in Column's job description.

Use this opportunity to detail a specific instance where you engaged with a customer to gather insights on a product. Explain how you organized that feedback, communicated it to relevant teams, and how it ultimately led to improvements. This not only shows your customer engagement skills but also your ability to contribute to product evolution.

When answering, highlight your approach to simplifying technical jargon. Provide a specific example where you successfully communicated complex information clearly to a non-technical stakeholder. Focus on the importance of understanding your audience and adjusting your communication style accordingly.

Share your passion for fintech and how it drives your contributions as a Customer Engineer. Discuss your interest in the intersection of technology and finance, emphasizing any personal experiences that bolster your desire to help transform financial services. Make sure your enthusiasm comes through!

Discuss the importance of clear communication, sharing resources, and establishing goals when collaborating with different teams. Provide examples from your past experiences where teamwork led to successful outcomes, emphasizing your role and how it contributed to overall project success.

It's essential to articulate a systematic approach, whether through urgent vs. important quadrants, stakeholder impact, or customer value. Provide a real-life example showcasing how you successfully managed competing interests while ensuring that customers received timely and effective solutions.

Elaborate on techniques you use to understand and exceed customer expectations, such as active listening, regular communication, and ensuring follow-ups. Share an example of a time when your efforts significantly improved customer satisfaction, illustrating its direct impact on outcomes.

Access your past experiences and provide a specific example where you took initiative to resolve a tricky situation. Describe your thought process, actions taken, and how that decision contributed to a positive resolution, reflecting your eagerness to engage on a deeper level.