Customer Solutions Engineer

About the role

AppSignal helps thousands of teams in 60+ countries monitor and improve the performance of their applications. We’re a remote-first company with a team spanning multiple countries, built on values like impact, transparency, and continuous improvement. We build developer tools that engineers actually enjoy using — with a strong focus on clarity, reliability, and customer experience.

We’re looking for a Customer Solutions Engineer to join our growing Customer Experience organization. This role reports to the Director of Customer Experience and is ideal for someone who enjoys combining technical problem-solving with proactive customer engagement.

What is a Customer Solutions Engineer?

A Customer Engineer at AppSignal is an engineer at heart. You can write code, read an unfamiliar codebase, and get hands-on. You know how modern applications are built and instrumented, and you can spot where something's misconfigured or underutilized. You apply those skills to help customers successfully implement, configure, optimize, and expand their use of AppSignal. You’ll act as a technical partner to customers and surface what you're seeing back to Product and Engineering.

We’re looking for somebody within two hours of the Central European Time (CET) timezone for this role.

What You’ll Do

Get hands-on with customer implementations

• Review and troubleshoot how a customer has instrumented their application and identify what's missing, misconfigured, or not yet sending useful data
• Help customers configure AppSignal across different environments, languages, and architectures — Ruby, Elixir, JavaScript, Node.js, OpenTelemetry, Kubernetes, PaaS platforms, databases, custom instrumentations, and beyond
• Help customers connect various services to AppSignal and back to send trace, metric, and log data, as well as notifications. Services such as AWS, Render, Heroku, Vercel, GitHub, Linear, PagerDuty, custom webhooks, etc.
• Debug observability reporting issues alongside customer engineering teams, tracing problems across the stack when needed
• Write small proof-of-concept integrations or instrumentation examples that enable customers to send data from not yet officially supported systems and services

Drive adoption and catch problems early

• Monitor customer usage patterns to spot accounts that aren't getting full value; reach out before they notice the gap themselves
• Help customers build out alerting strategies, dashboards, and observability best practices that actually reflect how their application behaves

Work closely with the rest of the team

• Bring patterns and recurring pain points back to Product and Engineering; you're often the first to see where something isn't working
• Partner with Customer Success Managers on strategic accounts and renewals where technical depth matters
• Improve onboarding materials, implementation guides, and internal documentation based on what you're seeing in the field

Enable and Educate

• Lead technical walkthroughs, demos, and implementation sessions with customer engineering teams
• Support webinars, office hours, and workshops as the customer education program grows

What We’re Looking For

Technical capabilities

• Experience working in technical engineering roles: Software Engineer, DevOps/SRE, Platform Engineer, or similar - you’ve built and shipped
• Experience working in a technical customer-facing role such as: Customer Engineer, Solutions Engineer, Technical Account Manager, Sales Engineer, etc.
• Comfortable writing and reading code across multiple languages. Familiarity with Ruby, Elixir, JavaScript, or Node.js is highly preferred
• Ability to pick up new languages as needed
• Able to debug across the stack. You can trace a problem from the frontend through the backend and make sense of what you find
• Familiarity with APIs, cloud infrastructure, integrations, and application performance concepts
• Exposure to observability, monitoring, logging, or APM tooling is strongly preferred

Customer-facing skills

• Strong communication skills with both technical and non-technical audiences
• Comfortable leading customer calls independently
• Able to balance empathy, urgency, and technical problem-solving
• Proactive mindset with strong ownership and follow-through
• Enjoys building relationships and helping customers succeed long-term

Why This Role Matters

This role sits among engineering, customer success, and product. You’ll directly influence customer retention, product adoption, and the overall customer experience by helping customers get meaningful value from AppSignal quickly and effectively.

You’ll have the opportunity to shape how technical customer engagement evolves at AppSignal as the company continues to grow.

What we offer

• Competitive salary tailored to your location, experience, and skills
• Remote-first work culture with support for co-working if preferred
• Flexible and generous PTO (Paid Time Off) policy
• Personal development budget for books, courses, equipment, conferences or other items that help you grow

A welcoming company

We’re a team of kind, curious people from different backgrounds, each bringing unique strengths (and yes, a few quirks too). We’d love for you to add yours.

We welcome candidates of all backgrounds, genders, orientations, ethnicities, ages, and abilities. If you’re looking for a place to do your best work and know your contributions are valued, you’ll feel right at home here.

How to apply

Apply online through Homerun by answering a few questions and uploading your resume. There’s no need for a cover letter; we’d rather hear your thoughts directly in the application form.

If you’re curious but unsure whether you’re a good fit, we encourage you to apply anyway. We value potential and perspective and would hate to miss out on a great teammate because you doubted yourself.