AI Associate Principal Engineer

Build and deploy AI agents that automate customer escalation workflows — reducing resolution times and improving engineering efficiency.

Integrate agentic capabilities into identity platforms, translating customer needs into engineering roadmap contributions.

Drive innovation at the intersection of AI, Identity Governance (IGA), and cybersecurity — helping enterprises govern Non-Human Identities and agentic workflows.

Serve as a technical liaison between Customer Support, Customer Success, Sales Engineering, and Product — bridging the gap between customer pain points and scalable solutions.

Engage directly on customer calls to represent Engineering and, where needed, prepare Engineering executives ahead of escalations.

Identify and champion tooling improvements — proposing new troubleshooting and performance analysis tools that raise the bar for the wider engineering org.

Track and report on escalation metrics, providing executive-level summaries and holding teams accountable to resolution timelines.

Help the CE team navigate competing priorities and align on strategies that move the needle for the business.

10+ years of software engineering experience, with 8+ years in customer-facing or customer engineering roles.

Proven experience in large-scale, multi-tenant production environments.

Curiosity and fluency across modern AI tooling — MCP, A2A protocols, agentic frameworks — and a mindset for continuous learning in uncharted territory.

Hands-on experience with AI-assisted SDLC tools (Amazon Q, GitHub Copilot, Cursor, Claude, or similar).

Strong command of testing practices — unit, functional, and system integration — and agile methodologies (Scrum and Kanban).

Solid experience with Git, CI/CD pipelines, and automated deployments.

Deep understanding of APIs, enterprise integrations, and distributed systems.

Outstanding communication skills — equally comfortable in an engineering deep-dive and a customer executive briefing.

Experience in Identity & Access Management (IAM / IGA) strongly preferred; familiarity with Zero Trust, PAM, or governance frameworks is a meaningful plus.