Customer Success Engineer

2 months ago

Responsibilities

Unify product documentation, knowledge base articles, and technical notes into a centralized technical repository.
Deploy, train, and continuously tune AI support agents against corporate data to resolve Tier 1 inquiries, handle tenant configuration questions, and trigger human escalations.
Build technical automation and self-service capabilities that reduce low-level support demand and protect engineering and Solutions Engineering capacity.
Operationalize standardized technical metrics, including tenant activation velocity and technical friction tracking, while maintaining clean and reliable data.
Provide technical onboarding and serve as the first line of post-sales technical escalation for enterprise customers during their first 90 days.
Resolve complex customer architecture roadblocks in collaboration with Product, Support, and Solutions Engineering teams.

At least 5 years of experience in a highly technical, customer-facing role such as Customer Success Engineer, Solutions Architect, Technical Account Manager, or Tier 3 Support Engineer.
Strong foundational cloud engineering background; AWS certifications such as Solutions Architect Professional or DevOps Engineer are highly preferred.
Hands-on experience or strong functional understanding of deploying modern LLM-powered AI agents, search and retrieval systems, including RAG, or complex workflow automation.
Demonstrated ability to create technical documentation, standard operating procedures, and structured knowledge bases from scratch.
Experience with SaaS infrastructure, multi-tenant cloud architectures, and cloud cost or governance strategies.

Competitive compensation, equity, and benefits.
Collaborative, ownership-oriented environment with opportunities to influence product and growth strategy.
Opportunity to work on cloud operations automation and AI-powered technical support.