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Senior Customer Engineer
Krisp
Software Engineering, Customer Service
Armenia · Remote
Posted on Nov 19, 2025
Senior Customer Engineer
Armenia
Hybrid
As a Senior Customer Engineer, you will be a highly visible, customer-facing technical expert. You’ll work directly with our customers to deeply understand their reports, reproduce complex issues, and drive them to resolution. You’ll own high-impact cases end-to-end, combining strong communication and relationship skills with deep technical investigation to protect and grow customer trust.
What you'll do
- Act as a point of reference for complex, high-priority customer issues related to the Krisp application on Windows, Mac, and web environments
- Work directly with customers (including technical and non-technical stakeholders) via tickets, email, and live troubleshooting/debugging calls to clarify reports, gather the right data, and keep them informed throughout the investigation
- Deep dive into customer technical reports (logs, screenshots, diagnostic outputs, HAR files, environment details, etc.) to identify patterns, hypotheses, and probable root causes
- Reproduce issues in controlled test environments by closely mirroring customer setups (OS versions, hardware, network conditions, VDI/SSO configurations, etc.)
- Perform structured investigations using logs, debugging tools, and instrumentation to isolate defects and non-obvious behavior
- Provide clear, honest, and timely updates to customers, explaining complex technical findings in an accessible way, setting expectations, and managing follow-ups
- Produce high-quality internal investigation reports documenting reproduction steps, environment details, impact, and findings for Product and Engineering
- Collaborate closely with Product and Engineering to triage issues, refine problem statements, validate fixes, and influence prioritization of bugs and technical improvements
- Analyze incident and ticket trends to identify recurring issues and propose improvements to product, diagnostics, and customer-facing documentation
- Help design and refine support workflows and tools that improve data collection, troubleshooting quality, and customer experience
- Champion and maintain a strong internal and external knowledge bases: Help Center articles, internal knowledge documents, troubleshooting playbooks, and investigation templates
- Mentor and coach mid-level and junior customer engineers on both deep-dive investigation techniques and effective customer communication
- Stay up to date with Krisp’s product architecture, integrations, and releases to better interpret customer reports and anticipate impact.
What we are looking for
- 5+ years of technical customer engineering experience in the B2B/B2C software/SaaS industry, with a significant portion in direct, customer-facing roles
- Proven experience working closely with customers on complex technical cases: clarifying their reports, guiding them through data collection, and keeping them informed during investigations
- Demonstrated expertise in deep technical investigations: interpreting complex logs, systematically reproducing issues, and producing clear shareable and actionable items for the Product and Engineering teams
- Excellent written and verbal English, with the ability to explain complex technical topics to both technical and non-technical audiences, including on live calls
- Deep understanding of Windows & Mac systems and web infrastructures (browsers, APIs, proxies, network fundamentals like DNS, TLS, latency, and bandwidth)
- Hands-on experience with Zendesk (or similar), including using it to manage escalations, track SLAs, and maintain high-quality customer communication
- Strong analytical and problem-solving skills, with a methodical approach, high attention to detail, and a customer-first mindset
- Proven track record of effective collaboration with Product, Engineering, Sales/CX, and customer teams to drive resolutions and long-term improvements
- Experience with or exposure to VDI & SSO technologies (e.g., Okta, Azure AD, Google Workspace SSO) is a strong plus
- Nice to have: basic scripting (Bash, PowerShell, Python) to assist with log parsing, diagnostics, or environment setup
- Ability to manage multiple investigations in parallel, prioritize based on severity and business impact, and remain calm and professional under pressure
- Readiness to work evening shifts and, when necessary, support escalations outside of standard hours.
How to apply
All interested candidates are encouraged to apply through this form.
We highly appreciate all applications, however, only shortlisted candidates will be contacted for the next stages.
Krisp is an Equal Opportunity Employer:
All applicants are considered regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We do not tolerate discrimination or harassment of any kind. All employees and contractors of Krisp treat each other with respect and empathy.