Customer Success Engineer

We are seeking a highly motivated Customer Success Engineer (CSE) to join our team. The CSE will be the trusted technical advisor for our customers, ensuring successful adoption, integration, and value realization of our solutions. This role bridges technical expertise with customer engagement, helping clients achieve business outcomes while driving retention, growth, and satisfaction.

Customer Onboarding & Implementation

• Lead technical onboarding and solution implementation for new customers.
• Configure, customize, and integrate the product into customer environments.
• Deliver product training, demos, and technical enablement sessions.

Customer Success & Adoption

• Serve as the primary technical contact post-sales, driving product adoption and value realization.
• Understand customer use cases, pain points, and goals to provide tailored solutions.
• Develop success plans and track customer progress against key metrics (KPIs).

Technical Support & Troubleshooting

• Diagnose and resolve technical issues in collaboration with Support and Engineering teams.
• Provide proactive monitoring, performance optimization, and best practices.
• Translate complex technical concepts into simple, actionable guidance for customers.

Customer Advocacy & Relationship Management

• Build strong relationships with customer stakeholders, acting as their trusted advisor.
• Collect customer feedback and collaborate with Product and Engineering to drive enhancements.
• Advocate for customer needs while ensuring alignment with business strategy.

Cross-Functional Collaboration

• Partner with Sales, Product, and Engineering teams to ensure seamless customer experiences.
• Identify upsell/cross-sell opportunities through a strong understanding of customer needs.
• Contribute to knowledge base, documentation, and playbooks for scalable customer success.

• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).
• 3–7 years of experience in Customer Success, Solutions Engineering, Technical Support, or Pre-Sales Engineering.
• Strong understanding of SaaS, Cloud, and Enterprise software solutions.
• Hands-on experience with APIs, scripting (Python, Shell, PowerShell, etc.), and integration tools.
• Familiarity with databases (SQL/NoSQL), networking, and system architecture.
• Excellent communication and interpersonal skills to interact with both technical and non-technical stakeholders.
• Problem-solving mindset with strong troubleshooting and analytical skills.

• Experience with Kubernetes, Docker, DevOps pipelines, and CI/CD.
• Knowledge of CRM platforms (Salesforce, HubSpot, etc.) and customer success tools (Gainsight, Totango, etc.).
• Previous experience in customer-facing engineering roles in SaaS or enterprise environments.
• Certification in Cloud platforms (AWS, Azure, GCP).