Head of Customer Engineering
Aiprise · San Jose
About this role
**Head of Customer Engineering** **Location:** San Jose **Employment Type:** Full-time **Location Type:** On-site --- ## Why this role exists AiPrise is building the global compliance operating system for modern fintechs, marketplaces, banks, and platforms. We’re trusted by leading financial institutions and process millions of onboarding decisions across **KYC, KYB, AML, fraud, and monitoring**. We’re scaling complex, global customer deployments at speed. Customer Engineering is where **time to first verification** is won or lost—because the integration work, configuration decisions, and workflow design in the first weeks determine whether customers thrive or churn. We’re looking for a **Head of Customer Engineering** to lead our **Forward Deployed Engineering (FDE)** team—at the intersection of customer and product. You’ll be the voice of the customer inside the company and ensure every customer is set up for success from day one. --- ## What you will own ### 1) Forward Deployed Engineering (FDE) Team - Lead, grow, and level up FDEs deployed across our customer base - Set the bar for great forward deployed work: deep product knowledge, strong engineering judgment, and genuine ownership of customer outcomes - Define how FDEs are staffed against customers by tier, complexity, and region - Build hiring loops, onboarding programs, and career paths that turn strong engineers into exceptional customer-facing ones ### 2) Customer onboarding and integrations - Own **time to first verification** as a primary company metric - Design and run the end-to-end technical onboarding journey from contract signed to live in production - Lead FDEs through integration architecture, workflow configuration, sandbox validation, and go-live (technical + non-technical customers) - Create clean handoff rituals from sales → customer engineering → support - Ship onboarding and integration playbooks that scale across SMB, mid-market, and enterprise ### 3) Voice of the customer - Be the strongest advocate for the customer inside the company - Build a structured, high-signal feedback loop from the field into product and engineering - Translate messy customer signal into crisp product requirements (prioritized and evidence-backed) - Partner with product on roadmap decisions using real deployment data and customer context - Close the loop back to customers when feedback ships ### 4) Customer success through engineering - Ensure every customer is set up for success: correct integration patterns, sound workflow design, and scalable configurations - Own technical escalations end to end (triage → resolution → postmortem) - Partner with engineering on customer-impacting incidents and drive fixes with urgency - Use AI aggressively across the team (agents that triage tickets, investigate issues, accelerate integrations) - Build self-serve layers: documentation and tooling that let customers move fast without waiting on us ### 5) Founder-level partnership - Act as a thought partner to founders on customer strategy, deployment models, and scale - Join key customer calls, POCs, enterprise escalations, and critical incidents - Influence tooling, staffing models, and service tier definitions - Represent customer engineering credibly with customers, partners, and investors --- ## What success looks like (12–18 months) - Median time to first verification is cut by at least half - Every strategic customer has a clear technical owner and a documented path to succ
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