Head of Customer Engineering

Ovii's Interpretation of the Role

The Head of Customer Engineering will lead the Forward Deployed Engineering team, own the technical onboarding journey, and act as the customer’s voice inside the product organization. This senior technical leader drives time‑to‑first‑verification, scales integration playbooks, and partners with founders and product on roadmap decisions.

Role Snapshot

• Lead Forward Deployed Engineering team
• Own technical onboarding & integration delivery
• Champion customer outcomes and feedback
• Drive time‑to‑first‑verification metric
• Partner with product, engineering, and founders

Must-Have Requirements

• Solutions engineering / forward deployed engineering
• API integration
• Technical leadership
• Customer onboarding & integration design
• Scaling engineering org
• solutions engineering
• forward deployed engineering
• technical customer‑facing leadership

Nice-to-Have Signals

• Compliance / regtech background
• Global customer experience (LATAM, Africa, SEA, MENA)
• AI tooling for triage
• Familiarity with Pylon, Linear, Intercom, Zendesk
• compliance / regtech
• global customer base experience
• Regtech

Work Setup

• Location: San Jose, USA
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Lead, grow, and set performance standards for the Forward Deployed Engineering team
• Define staffing models, hiring loops, onboarding programs, and career paths for customer‑facing engineers
• Own and improve the end‑to‑end technical onboarding journey, from contract signing to production go‑live
• Create integration playbooks and handoff rituals that scale across SMB, mid‑market, and enterprise customers
• Build a high‑signal feedback loop from customers to product and engineering, translating signals into prioritized requirements
• Ensure correct integration patterns, workflow design, and scalable configurations for every customer
• Own technical escalations end‑to‑end, partner with engineering on incident resolution, and use AI to accelerate issue triage
• Develop self‑serve documentation, tooling, and a self‑service layer that reduces reliance on manual support

Good Fit If You Have

• Background in compliance, KYC/KYB, AML, or regtech is a plus
• Experience with global customer bases across LATAM, Africa, SEA, or MENA
• Proven track record of building an FDE or solutions engineering function from scratch
• Familiarity with tools such as Pylon, Linear, Intercom, or Zendesk