Engineering · Berlin or Remote (EU) · Closing soon
Customer Engineer
Front-line technical support and onboarding for our EU customers. Half debugging, half product-feedback 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 (Accel + Khosla), and 250+ customers running production workloads on us today. Founded in 2024 by Mei Tanaka (ex-design lead at Notion) and Aaron Park (ex-infra at Stripe and Modal).
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.
Prefer email? Send your application to hello@hatch.example with the role title in the subject.