Customer Success Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of a portfolio of enterprise and strategic accounts, focusing on driving adoption, retention, and revenue growth as their main technical and commercial contact.

• Resolve customer issues independently by tracing API and webhook failures, analyzing logs, and addressing integration challenges without escalating to engineering whenever feasible.

• Assist customers with API integrations and the rollout of new features, guiding them from initial setup to live order flow while collaborating closely with their engineering teams.

• Create and manage your own dashboards and reports by writing SQL to track account health, highlight usage trends, and measure the value provided by Burq.

• Conduct quarterly business reviews and renewal discussions, translating platform performance and ROI into a compelling case for customer retention and growth.

• Identify and promote upsell and cross-sell opportunities — exploring new verticals, locations, carriers, and product features — in collaboration with the Sales team.

• Familiarize customers with new Burq features and functionalities, ensuring they utilize aspects of the platform that enhance their business operations.

• Act as the voice of the customer within the organization — highlighting recurring issues, feature gaps, and product feedback to Product and Engineering with the necessary technical details to make it actionable.

• Decrease resolution time and reliance on engineering by creating runbooks, documentation, and reusable diagnostics for common customer challenges.

⛳️ 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 a CSM role with a significant technical focus.

• Background in logistics, supply chain, transportation, delivery, or a related field. This role requires existing knowledge of delivery and fulfillment processes.

• Ability to independently debug integrations — proficient in reading API documentation and logs, tracing webhook or REST API failures, and resolving issues without relying on engineering. Basic scripting skills (Python, JavaScript, or similar) are advantageous.

• Strong SQL skills — capable of querying data directly and creating your own dashboards and reports instead of depending on a data team.

• A keen commercial sense — able to manage retention and renewals, identify expansion opportunities, and navigate complex multi-stakeholder enterprise accounts.

• Exceptional at translating technical details into business value — fluent in both API and P&L terminology, capable of engaging effectively with a customer's engineers and executives.

• Highly organized and self-motivated — able to manage a demanding portfolio of enterprise accounts with minimal oversight in a fast-paced startup environment.

• Nice to Have

• Experience in parcel, last-mile, or multi-carrier delivery settings.

• Familiarity with TMS, OMS, and WMS platforms and their integration across an enterprise technology stack.

• Practical experience with BI/dashboarding tools (Looker, Metabase, Tableau, or similar).

• Knowledge of carrier APIs, label generation, tracking event streams, or EDI.

• Experience in marketplace, on-demand, or gig-economy platforms.

🏝️ Benefits

• Fully Remote

• Medical, Vision, and Dental Insurance

• Educational course reimbursement