Head of Customer Engineering

Duties and Responsibilities

• Build a professional Customer Engineering team in the US, EMEA, and APAC which is responsible for making sure all new customers are enabled for a successful product rollout.
• Provide technology leadership and foster engineering excellence within the Customer Engineering Team.
• Technical ownership of issue resolution: Driving and directing internal teams and driving communication to customers directly and/or through FAE and sales teams as needed.
• Maintain close relationships with key accounts with visits as needed to ensure that the company’s products are meeting their requirements.
• Manage project-based contract and outsourced software development vendors.
• Prepare product training materials, best practice documentation, conduct product demos, develop POCs and product modifications as required for successful integration of Sonatus’ offerings.
• Review and follow-up on outstanding issues with the customer, work closely with cross functional teams and bring open issues to closure.
• Provide technical leadership in understanding of critical / blocking issues if any faced by customer and provide timely support with advice to unblock.
• Build strategic professional relationships across new and existing customers and act as a customer facing liaison responsible for identifying and developing strategic plans that improve the engagement level.
• Maintain Release Notes by documenting new services, fixes and setup configuration details. 

Qualifications and Experience

• Strong academic and technical software background in computer science and/or computer engineering. At minimum, a Bachelor’s in CS/CE is required, MS/PhD is preferred. 
• 10+ years’ experience in customer facing software integration and support, preferably at the embedded level within the Automotive market.
• 5+ yrs’ experience managing a team of customer facing applications/integration engineers
• Professional attitude with the ability to prioritize a dynamic list of multiple tasks, plan and prepare for customer meetings in advance, and work with minimal guidance and supervision.
• Entrepreneurial, open-minded behavior and can-do attitude. Think and act with the customer in mind!
• Independent and self-motivated Technical Hands-on Leader with a passion for software development.
• Executive presence and proven ability to communicate professionally with executive teams.
• Demonstrable success leading, inspiring, and empowering a high-performance team.
• Experience of working in a high growth environment with an appreciation of how the dynamics of growth affect corporate culture and in-place processes and systems.

Technology Requirements

• Experience with networking technologies such as Ethernet, TCP/IP, HTTP, etc.
• Understand how ECUs interconnect and work within a vehicle.
• Experience with network security and network monitoring tools
• Hands-on development and troubleshooting experience with embedded targets
• Solid programming experience in C++
• Familiarity with software configuration management tools, defect tracking tools and peer review
• Experience with Embedded Linux, RTOS, Android, and/or other embedded operating systems
• Proficient in Python or other scripting languages
• Experience with automotive product development a plus (e.g. CAN, AUTOSAR, etc.)