Staff Customer Engineer

Halcyon Labs is the AI Software Delivery Platform company, led by technologist and entrepreneur Jyoti Bansal (founder of AppDynamics, acquired by Cisco for $3.7B). Halcyon Labs has raised approximately $570M in funding and is valued at $5.5B, backed by leading investors including Goldman Sachs, Menlo Ventures, IVP, Unusual Ventures, Citi Ventures, and more. As AI accelerates code creation, the real bottleneck has shifted to everything after the code – testing, deployments, application security, reliability, compliance, and cost optimization. Halcyon Labs brings AI and automation to this “outer loop,” helping teams ship software faster while maintaining security and governance throughout the entire software delivery lifecycle. Powered by Halcyon Labs AI and the Software Delivery Knowledge Graph, the Halcyon Labs Platform applies deep context and intelligent automation across the software delivery lifecycle with governance and policy-driven controls embedded throughout the platform. Over the past year, Halcyon Labs powered over 185M deployments, 82M builds, 18T flag evaluations, 8M security scans, 9.1B optimized tests, 3T protected API calls, and helped manage $2.8B in cloud spend — enabling customers like United Airlines, Morningstar, and Choice Hotels to accelerate releases by up to 75%, reduce cloud costs by up to 60%, and achieve 10x DevOps efficiency. With a global team across 26 offices and 27 countries, Halcyon Labs is shaping the future of AI software delivery — and we’re looking for exceptional talent to help us move even faster. Position Summary We are looking for Staff Software Engineer [ Customer Facing ] for our customer engineering team—it is a high-impact hybrid where hardcore DevOps/SRE problem-solving meets hands-on internal tooling and direct customer consulting. You will troubleshoot complex, often ambiguous issues for enterprise customers across cloud and container environments—tackling broken pipelines, deployment failures, connectivity problems, and misconfigured infrastructure. You will own these issues end-to-end, acting as a trusted technical advisor to customer engineering teams, and feeding crucial findings back to our core Product and Engineering orgs.. But you won't just fix problems; you will build solutions. We put a heavy emphasis on internal development to make our entire team exponentially faster. You will engineer internal tools, diagnostic utilities, and playbooks. Crucially, you will help us build the future of our operations by developing internal AI tools on top of LLMs, training models on our own proprietary data to automate diagnostics and streamline workflows. Please note that this is a highly customer-facing role. If you have an SRE or platform background, possess the coding chops to build robust tooling, and thrive when collaborating directly with customers on complex technical challenges, this role is a perfect fit. About the role Customer Troubleshooting & Technical Resolution Be the Face of Halcyon Labs : Serve as the primary technical resource for enterprise customers during complex troubleshooting, onboarding, and expansion. Code Fluency: Comfortable reading source code to understand how a product behaves, identify where something may be breaking, and form a hypothesis without waiting for core Engineering to explain it. Own complex customer issues across Kubernetes (k8s), ECS, Docker, cloud platforms (AWS, GCP, Azure), and on-premise/hybrid environments — from first contact through to resolution. Perform root-cause analysis on pipeline failures, deployment issues, runner/agent connectivity, secrets management errors, and service-to-service communication. Debug infrastructure automation, execution logs, and metrics data across CloudWatch, Google Cloud Operations/Stackdriver, and Azure Monitor. Lead incident triage during escalations, coordinate cross-functionally, and deliver clear technical findings to Engineering. Reproduce edge-case bugs with clean reproduction steps and drive resolution in partnership with Product and Engineering. Develop and maintain runbooks, troubleshooting guides, and customer-facing playbooks so solutions don't stay locked in one person's head. Customer Engagement Serve as the primary technical resource for enterprise customers during onboarding, implementation, and expansion. Lead live troubleshooting sessions, screenshares, and technical calls — able to communicate clearly with hands-on engineers and with engineering managers who need the short version. Set clear expectations when issues are complex or slow-moving — customers should never be left wondering what is happening. Guide customers through best-practice CI/CD configurations and deployment strategies suited to their environment. Tooling & Team Contribution When patterns emerge across customer issues, build scripts, utilities, or automation to address them — reducing manual effort for yourself and the team. Design and engineer internal applications, automation scripts, and diagnostic utilities to eliminate manual eff