5 months ago
London, United Kingdom +2 moreSenior
Base Salary
$150k - $220k/yr
Responsibilities
- Own post-sale customer success and support as the primary technical resource.
- Troubleshoot customer issues by analyzing code paths, database state, API requests and responses, infrastructure, and browser developer tools.
- Build tooling, automation, and playbooks that make customer support scalable.
- Modify production code to fix bugs and build features for customer needs.
- Drive adoption, renewals, and account expansion opportunities.
- Train customers and create documentation that improves self-sufficiency.
- Advocate for customer needs internally and improve deployment and support processes.
Requirements
- Experience in a startup in a customer-facing or technical role.
- Strong technical foundation and ability to read and troubleshoot production code in customer-facing environments.
- Ability and willingness to write code and automation for scalable systems.
- Excellent communication and relationship-management skills across technical and non-technical stakeholders.
- Ability to identify drivers of retention, adoption, and expansion in fast-moving, ambiguous environments.
- Preferred: early-stage startup experience, production coding or internal tooling experience, renewal or commercial relationship ownership, and familiarity with IT, security, service management, or workflow automation.
Benefits
- Opportunity to shape the success of Serval's AI product and company.
- Rapid growth opportunities while building a new AI product offering with an experienced team and investor support.
- Culture emphasizing innovation, ownership, accountability, and fun.
Categories
Solutions Engineering
About Serval
Serval builds an AI-native ITSM and automation platform that unifies help desk, access management, and workflow orchestration for enterprises. Its agent-based software turns natural-language requests into end-to-end actions across systems, spanning IT, HR, Finance, Security, Legal, and Engineering; sold as a cloud platform. Founded in 2024 and headquartered in San Francisco, it is privately held and used by organizations such as Fox, Notion, Vercel, Perplexity, and Brex.