Customer Engineer

Who We Are:
Founded in 2018 and headquartered in Columbus, Ohio, Foxen provides innovative insurance compliance solutions and financial services for the mutual benefit of property owners, managers, and residents in multifamily real estate. Foxen is comprised of technologists and developers, insurance and finance professionals, and property management industry veterans. We leverage extensive expertise and collaboration to deliver technology-driven solutions that seamlessly meet the needs of our customers. Foxens products revolutionize flawed and antiquated processes, while simultaneously creating property revenue and financial wellness for residents.
Foxen earned a spot on Inc.s 2025 Best Places to Work list - a proud reflection of the culture were building as we grow. Were scaling fast and looking for people who want to be part of something exciting. Meet the team at foxen.com/about-us .
Role Overview:
As a Customer Engineer on Foxens Technical Services team, youll serve as a critical technical expert bridging our Implementation, Customer Success, and Engineering teams. Youll play a key role in diagnosing and resolving complex issues, managing integrations, and ensuring smooth customer experiences across Foxens platformsincluding the Resident Portal, and Property Management Portal. This hybrid role combines the analytical mindset of a Technical Support Engineer with the proactive problem-solving of an Implementation Engineer, making you an essential partner in delivering seamless technical solutions and driving customer satisfaction. What You'll Do:

• Act as a technical escalation point for the Customer Success and Implementation teams, providing expert troubleshooting and resolution for customer-related issues.
• Gather and analyze information from CSMs and internal teams to identify the root cause of technical problems.
• Create, manage, and own integration and production support tickets from initiation to resolution.
• Oversee setup and configuration tasks in the Foxen portal, such as auto-charge setup and other operational workflows.
• Collaborate cross-functionally with engineers, product teams, and customer-facing teams to ensure fast, accurate resolutions.
• Escalate complex issues to senior engineers or appropriate internal teams when deeper technical expertise is needed.
• Communicate technical concepts clearly to both technical and non-technical audiences, ensuring customers and internal stakeholders fully understand proposed solutions.
• Contribute to continuous improvement by identifying recurring issues and suggesting process or system enhancements.
• Perform other duties as assigned in support of the Technical Services mission.

What You Bring:

• Proven ability to translate complex technical concepts into clear, actionable explanations for non-technical stakeholders.
• Strong analytical and critical thinking skills, with the ability to diagnose and solve complex issues under pressure.
• Hands-on experience managing and tracking work using Jira and Salesforce.
• Excellent communication and collaboration skills, with a customer-first mindset.
• A proactive approach to learning, troubleshooting, and cross-team support.

What We Offer:
As a Customer Engineer, you will receive a competitive annual salary, bonus opportunities, and a robust benefits package. Our benefits include your choice of three health insurance plans, dental, vision, short-term disability, long-term disability, HSA accounts with company match, company paid and voluntary life and AD&D insurance, FSA-Dependent Care Accounts, Paid Time Off, paid holidays, and a 401k with 4% company match. This is a full-time position reporting to the Senior Director of Implementation & Customer Success.