Engineering · Mid · Berlin or Remote (EU) · Closing soon
Customer Engineer
Front-line technical support and onboarding for our EU customers. Half debugging, half product-feedback loop. You'd be the second EU customer engineer.
About the role
Hatch has 80 EU customers and one customer engineer based in Berlin. The role doubles that headcount.
Day-to-day: triage the support inbox (we use Linear), debug customer issues alongside their engineering teams, run office hours twice a week, and help with implementation for new EU customers in their first 30 days.
The role is technical — you'd read Rust SDK code, write Python and TypeScript examples, and occasionally dig into the runtime itself with help from Sara's team. The cultural fit is collaborative: you're not the wall between customers and engineering, you're the bridge.
What you'll do
- Triage the support inbox for EU customers. Same-day response, real resolution within five days for non-critical.
- Debug live customer issues alongside their engineering teams — pair-debugging in a shared session, not back-and-forth tickets.
- Run weekly office hours for new customers in their first 30 days. Two slots a week, open to anyone in onboarding.
- Write and maintain the customer-facing troubleshooting playbook.
- Feed real customer pain into the product team weekly.
Who you are
- Two-plus years in a customer engineering, technical support, or hands-on solutions role at a developer-tools company.
- You can read Rust and you can write Python or TypeScript fluently.
- Patient writer. Half your output is async customer responses; tone and clarity matter.
- Comfortable holding a 60-minute pair-debug session with a customer's engineering team.
- EU timezone, ideally CET-adjacent.
About Hatch
Hatch is the workflow runtime for AI-native products. We're a 32-person team across Brooklyn and Berlin, $42M Series A (Fieldmark + Halden Ventures), and 250+ customers running production workloads on us today. Founded in 2024 by Mei Tanaka (ex-design lead at Ledgerline) and Aaron Park (ex-infrastructure at Palisade and Corvus).
Our customers ship AI agents, copilots, and autonomous workflows. We solve the boring problems underneath them: queueing, retries, versioning, observability, rollback. The product is opinionated, the docs are honest, and the bills don't surprise you. We're remote-OK with hubs in two cities, comp is transparent, and we hire slow on purpose — the team you'd join all read the runtime end-to-end in their first two weeks.
APPLY FOR THIS ROLE
Apply for Customer Engineer.
We read every application. You'll hear from us within five business days — yes or not-this-time, never silence.