Customer Success Engineer
Burq, Inc.2 months ago
Remote, United StatesMid Level / Senior
Responsibilities
- Own a book of enterprise and strategic accounts, driving adoption, retention, and revenue expansion as the primary technical and commercial point of contact.
- Debug customer issues independently by tracing API and webhook failures, reading logs, and resolving integration problems.
- Guide customers through API integrations and feature rollouts from initial setup through live order flow.
- Build dashboards and reports using SQL to monitor account health, identify usage trends, and quantify customer value.
- Lead quarterly business reviews and renewal conversations focused on platform performance, ROI, retention, and expansion.
- Identify upsell and cross-sell opportunities in partnership with Sales.
- Introduce customers to new Burq features and capabilities and drive adoption.
- Represent customer feedback internally to Product and Engineering with actionable technical detail.
- Create runbooks, documentation, and reusable diagnostics to reduce resolution times and engineering dependency.
Requirements
- 3–6 years of experience in a technical, customer-facing post-sales role such as Customer Success Engineer, Technical Account Manager, Implementation Engineer, Support Engineer, or technically focused CSM.
- Experience in logistics, supply chain, transportation, delivery, or an adjacent industry.
- Ability to independently debug integrations using API documentation and logs, trace webhook or REST API failures, and resolve issues without relying on engineering.
- Proficiency in SQL for querying data and building dashboards and reports.
- Strong commercial judgment covering retention, renewals, expansion opportunities, and multi-stakeholder enterprise accounts.
- Ability to translate technical details into business value for both customer engineers and executives.
- Organized and self-directed approach to managing demanding enterprise accounts with minimal oversight.
- Light scripting experience with Python, JavaScript, or a similar language is a plus.
- Preferred experience with parcel, last-mile, or multi-carrier delivery environments.
- Preferred familiarity with TMS, OMS, WMS, carrier APIs, label generation, tracking event streams, EDI, and marketplace, on-demand, or gig-economy platforms.
- Preferred hands-on experience with Looker, Metabase, Tableau, or similar BI and dashboarding tools.
Benefits
- Fully remote work arrangement.
- Medical, vision, and dental insurance.
- Reimbursement for educational courses.
Tech Stack
Categories
Solutions Engineering