Customer Success Engineer, Part Time

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as the main point of contact for customers and conduct regular office hours, including dedicated sessions for each client.

• Collaborate with engineering and the broader team for in-depth responses while managing the customer relationship.

• Establish methods, rhythms, and communication styles for effective customer sessions.

• Facilitate virtual training and onboarding sessions to help customers realize the value of the product.

• Create repeatable enablement formats, walkthroughs, and scalable resources.

• Develop and update user documentation, guides, how-tos, and knowledge base content for ONE.

• Keep documentation up to date and generate articles to address frequently asked questions.

• Manage the customer support queue, including receiving, triaging, and addressing access, account, sign-in, data correction, configuration, and how-to inquiries.

• Keep customers informed regarding response and resolution timelines and ensure follow-up tasks are completed.

• Replicate and diagnose legitimate product issues, submitting well-documented bugs or incidents to engineering.

• Assess customer suggestions, identify trends, and translate feedback into prioritized feature requests.

• Champion customer needs and assist in bringing improvements to production.

• Provide first- and second-line support, escalating code changes or infrastructure tasks to engineering with appropriate diagnostics.

• Utilize elevated product access while delegating internal corporate systems to engineering.

• Enhance customer retention, decrease support volume through training and documentation, and highlight product enhancements.

⛳️ Requirements

• Located in the United States and available to work during US business hours.

• Exceptional written and verbal communication skills for customer interaction.

• Comfortable leading live trainings and office hours.

• Strong writing capabilities for producing clear and reusable guides.

• Disciplined approach to using a ticketing system, including accurate classification.

• Technical proficiency to replicate bugs, interpret error messages, comprehend single sign-on and multi-factor authentication, and investigate permission-related issues.

• Good judgment on when and how to escalate issues, ensuring evidence-based handoffs to engineering.

• Ability to recognize recurring problems or requests and translate them into actionable product proposals.

• Nice to have: experience in customer success, training, or enablement for a B2B software product.

• Nice to have: experience in a B2B software support desk and familiarity with service-desk tools like Jira Service Management.

• Nice to have: experience in creating user documentation or knowledge bases.

• Nice to have: exposure to an ITIL-style service model.

• Nice to have: comfort using AI assistants for triage, classification, and drafting tasks.

• A background in software engineering is not required.

🏝️ Benefits

• Part-time contract role with the potential for additional hours.

• Company-sponsored travel to New York City for in-person collaboration sessions one week each month.

• Commitment to equal opportunity, diversity, inclusion, and equitable hiring practices.

• Accommodations available throughout the hiring process.