Senior Customer Engineer

About Alitheon

Alitheon has created something that didn’t exist before: a way to give every physical object its own unique, immutable, permanent identity—using nothing more than a photograph. Our patented FeaturePrint technology works like fingerprints for people, but for things. By reading the inherent micro-surface features of any object, we can register, identify, authenticate, and trace individual items at scale—without altering the product, disrupting the production line, or relying on tags, stickers, etchings, QR codes, blockchain, or any other proxy marker (visible or invisible). We are not competing in an existing category. We are defining a new one. Our technology enables 1-to-1, item-level serialization across industries where traceability, authenticity, and provenance aren’t just operational concerns—they’re existential ones: luxury goods, collectibles, healthcare, military, automotive, and aerospace.

Why This Role Exists

Alitheon's technology is only as good as the customers who deploy it and the support they receive. We're building a category that didn't exist before, which means our customers are often breaking new ground with us. They face unfamiliar challenges, need to learn our technology deeply, and require a technical partner who truly understands their business and our capabilities. That partner is the Customer Engineer - someone who sits between our customer's success and our product's potential. You're the person customers trust to optimize integrations, solve issues, demonstrate value, and represent their needs back to our product team. You're not just answering tickets; you're enabling customers to achieve outcomes they couldn't achieve alone. That's why we're looking for you: someone who combines technical depth with genuine customer empathy, who gets energized by helping customers win, and who sees every interaction as an opportunity to build trust and advocacy.

What You’ll Do

During the Sales Process

• Deliver live demonstrations, technical workshops, proof-of-concept engagements, and integration reviews to prospective customers to support our business development teams.
• Translate customer pain points and feature requests into well-structured engineering requirements and champion them through our product roadmap process.

During Customer Onboarding

• Own the technical onboarding of new customers end-to-end: scoping integration requirements, presenting architecture approaches, and guiding their teams through implementation.
• Support customer implementations end-to-end: working with project managers in tracking milestones, managing risks, and reporting status to internal and external stakeholders.
• Design, document, and maintain integration patterns and deployment best practices that scale across the customer base.
• Build and maintain tooling, scripts, and automation that improve and reduce time-to-value.
• Design and deliver training and guidelines for customers’ own technical support and engineering teams, enabling them to self-serve on routine issues.
• Use and teach API documentation, SDK guides, and integration guides.

Ongoing Customer Support

• Own the relationship with customers, serving as their primary point of contact at Alitheon.
• Build and maintain tooling, scripts, and automation that improve customer outcomes.
• Conduct technical reviews of customer deployments to identify performance bottlenecks, configuration issues, and optimization opportunities.
• Act as the senior escalation point for complex technical issues that front-line support cannot resolve, performing root-cause analysis across application, infrastructure, and integration layers.
• Reproduce, diagnose, and resolve issues by analyzing logs, API responses, network traces, and system configurations - escalating to engineering with well-documented findings when necessary.
• Proactively identify systemic issues across the customer base and drive permanent fixes with engineering, rather than applying repeated workarounds.
• Contribute to API documentation, SDK guides, and integration guides based on real-world customer usage and common pitfalls.
• Test new features from a customer-deployment perspective before release, providing structured feedback to product and engineering.
• Build and maintain internal knowledge systems that capture technical learnings, troubleshooting playbooks, and customer context.

Who You Are

Required Qualifications, Capabilities, And Skills

• 5+ years as the owner of customer-facing technical support, such as Solutions Architect, Technical Account Manager, Customer Engineer, or Implementation Engineer.
• Hands-on experience with REST APIs: you can read API documentation, construct requests, interpret responses, and debug integration issues independently.
• Comfortable and proficient in writing scripts (Python, Bash, PowerShell, or similar) to automate tasks, parse data, and reproduce issues.
• Working knowledge of cloud infrastructure, including deployment models, networking basics, and log analysis.
• Experience working at the intersection of software and hardware—you understand that not every problem is in the code, and you know how to troubleshoot across those boundaries.
• Strong technical communication skills: you can write a clear root-cause analysis, lead a technical workshop, and present to senior stakeholders with equal confidence.
• Able to manage and prioritize work across a portfolio of customers and projects simultaneously, exercising sound judgment on where to invest your time.
• Entrepreneurial energy. You thrive in a high-growth, often ambiguous environment where you’re building something, not maintaining it.
• Experience deploying or supporting cloud-hosted SaaS solutions in enterprise environments.

Advantageous Experience

• Background in machine vision, image processing, or computer vision technologies.
• Manufacturing floor operational technology, industrial integration, or IoT experience.

Why Join Alitheon

• Customer impact that matters. You're not just solving tickets—you're enabling customers to solve problems they couldn't solve before. From helping manufacturers prove provenance to helping healthcare organizations keep counterfeit drugs out of supply chains, your work has real consequences.
• Deep technical problems. You'll work with sophisticated customers deploying cutting-edge technology in complex environments. Every customer is breaking new ground, and you'll learn constantly.
• The voice of the customer. Your feedback directly shapes our product roadmap. You're not executing someone else's plan—you're influencing what we build next.
• Category creation. You're helping define how a brand new category gets built, not iterating on an existing one. Your early decisions and relationships will shape the industry.
• Build real relationships. You're not a handoff point—you're a trusted technical advisor.

Compensation & Structure

Compensation is commensurate with experience and reflects the strategic nature of this role. This is a remote position with expected travel to industry events, client sites, and periodic company gatherings.

Ready to turn your industry expertise into the next chapter of your career? Send your resume and a brief note about the industry problems you’ve spent your career solving to info@alitheon.com. We’d rather hear your war stories than read a cover letter.

Alitheon| alitheon.com |Fingerprints for Things™