Customer Engineering Lead (f/m/d)

As a Customer Engineering Lead at ONEKEY, you will play a pivotal role in bridging Sales, Product, Engineering, and Customers through technical expertise and leadership. You will lead the presales and technical support function, ensuring that prospects and customers receive high-quality technical guidance throughout the entire customer lifecycle — from first technical discussions to post-sales support and integration.

This role combines hands-on technical contribution with team leadership and ownership. You will guide a small team of presales and support engineers while actively shaping processes, technical strategy, and enablement. Your work will directly influence deal success, customer satisfaction, and the scalability of ONEKEY’s technical customer-facing operations.

Lead with ownership
Enjoy taking responsibility for a technical function, proactively improving how presales and support work, and empowering others to succeed.

Balance strategy and hands-on work
Are comfortable leading a team while remaining deeply involved in complex technical discussions, customer engagements, and escalations.

Translate complexity into value
Excel at turning complex technical and security topics into clear, actionable guidance for customers, sales teams, and internal stakeholders.

A World-Class Team
World class cybersecurity expert team in Belgium, Germany, Hungary

European Leader in Product Cybersecurity & Compliance
Being part of the leading European team and technology for product cybersecurity & compliance

Hybrid Work Model
Enjoythe flexibility of working both from our Düsseldorf office and from the comfort of your home.

Start-Up Spirit, Streamlined Processes
A start-up atmosphere, but with stream-lined processes (not overcontrolled ones)

Flat Hierarchies and Transparent Culture
Flat hierarchy and a transparent and open-minded culture

Competitive Compensation & Top Equipment
Highly competitive compensation, state of the art equipment

Collaboration Across Borders
Opportunity to meet your colleagues in person in Belgium/ Germany / Hungary

Modern Communication
‍No emails, just Slack for our daily internal communication

Customer engineering leadership‍

• Lead, mentor, and develop the customer engineering team (presales and support engineers)
• Own customer engineering processes, priorities, and technical engagement standards
• Act as escalation point for complex presales and customer technical issues
• Support onboarding, coaching, and continuous development of team members
• Foster close collaboration across Sales, Product, Engineering, and Consulting

Presales and solution design‍

• Act as senior technical expert in presales engagements and strategic opportunities
• Partner with Sales to qualify leads, understand customer needs, and design suitable technical solutions
• Lead and conduct product demonstrations, technical deep dives, and customer workshops
• Oversee and contribute to RFPs, RFIs, security questionnaires, and compliance-related inquiries
• Ensure technical proposals, presentations, and documentation meet high quality standards

Post-sales support and customer enablement‍

• Provide senior-level technical support and guidance for customers, including escalations
• Support customer integration and implementation projects
• Ensure smooth handover from presales to post-sales and long-term customer success
• Advise customers on best practices for adopting and scaling the ONEKEY platform

Cross-functional collaboration and feedback loop‍

• Act as a key liaison between customers and internal teams
• Gather and structure customer feedback and market insights to inform product decisions
• Contribute technical and customer perspectives to product roadmap discussions

Process, enablement, and continuous improvement‍

• Build and maintain a library of customer-facing and internal technical materials (guides, FAQs, enablement content)
• Improve and automate customer engineering workflows using tools such as Jira, GitLab,Python, or similar
• Define best practices for documentation, knowledge sharing, and internal technical training
• Stayup to date on cybersecurity trends, compliance requirements, and competitive offerings

Customer-Facing Technical Leadership
‍5+ years of experience in customer-facing technical roles within SaaS environments, covering presales, post-sales, and complex customer engagements, including technical adoption and integrations.

Secure Software & Integration Knowledge
‍Deep understanding of software development lifecycles and security integration, with practical experience guiding customers through technical adoption and integrations.

Technical Leadership & Ownership
‍Proven experience leading or mentoring technical team members, with clear ownership of customer engineering processes, priorities, and quality standards, while remaining hands-on in complex situations.

Cybersecurity Domain Awareness
‍Background knowledge or hands-on experience in cybersecurity, product security, or compliance standards is required.. Relevant certifications (e.g. CISSP, CISM, SSCP) are beneficial but is required.

Customer-Centric Solution Design
‍Ability to understand customer business and technical requirements and translate them into effective, scalable technical solutions that drive adoption and long-term value.

Communication & Stakeholder Alignment
‍Excellent communication and presentation skills, with the ability to clearly explain complex technical, cybersecurity, and compliance topics to customers and internal stakeholders.

Cross-Functional Collaboration
‍Strong experience collaborating with Sales, Product, Engineering, and Consulting teams, acting as a bridge between customer needs and internal execution.

Structured Execution & Problem Solving
‍Analytical and proactive approach to managing multiple engagements, escalations, and priorities, with experience improving processes in dynamic environments.

Process Automation & Tooling
‍Hands-on experience with customer engineering tooling and automation (e.g. Jira, GitLab,Python) to improve efficiency, documentation, and knowledge sharing.

Language skills
Fluent written and spoken German and English are required.