Customer Success Engineer
Burq, Inc.4 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
About Burq, Inc.
Burq builds a delivery management platform and APIs for enterprises that need reliable last‑mile logistics without stitching together multiple carriers and tools. Its Pulse AI agents automate quoting and carrier selection, dispatch across in‑house and third‑party fleets, routing, batching, exception handling, customer updates, and performance analytics for grocery, floral, and specialty retail. Founded in 2021, the company is privately held and raised a Series A in 2024.