Senior Customer Success Engineer

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

📋 Description

• Act as the primary technical contact for designated customer accounts.

• Assist with the technical onboarding and implementation process for new clients.

• Support customers in configuring and utilizing the capabilities of the Bask Health platform.

• Examine intricate technical issues that impact customer workflows.

• Reproduce reported problems and document relevant technical insights.

• Troubleshoot API integrations, webhooks, and supported data connections.

• Aid with authentication, permissions, and configuration-related challenges.

• Support troubleshooting efforts related to merchant storefronts and checkout processes.

• Investigate technical issues involving questionnaires and platform setup.

• Assist customers in comprehending supported technical requirements and limitations.

• Collaborate with customer success managers to address technical account needs.

• Work together with engineering teams to escalate product defects and complex issues.

• Provide engineers with precise reproduction steps, logs, and technical context.

• Manage customer communications during technical investigations.

• Convert technical findings into clear, actionable explanations.

• Track technical escalations until resolution and ensure customer follow-up.

• Identify recurring technical issues and propose preventive improvements.

• Contribute to the development of technical onboarding guides and troubleshooting resources.

• Document common integration issues and suggested solutions.

• Assist customers in adopting new product features or integrations.

• Participate in customer meetings that require advanced technical expertise.

• Collaborate with product managers to relay technical customer feedback.

• Help validate fixes for customer-reported issues.

• Identify technical risks that could impact customer adoption or retention.

• Support internal investigations of customer configuration issues.

• Aid in enhancing technical escalation and issue triage processes.

• Share technical knowledge with other customer-facing team members.

• Maintain accurate records of customer issues, findings, and resolutions.

• Adhere to security and privacy protocols when investigating customer issues.

• Coordinate with relevant clinical or pharmacy stakeholders when necessary.

• Suggest product improvements based on recurring customer challenges.

• Take responsibility for complex technical outcomes for customers and follow through on commitments.

⛳️ Requirements

• Over 5 years of relevant experience in customer success engineering, technical account management, solutions engineering, technical support engineering, or a similar customer-facing technical role.

• Proven experience supporting customers utilizing B2B SaaS or other intricate software platforms.

• Strong technical troubleshooting and problem-solving abilities.

• Experience in investigating software configuration, integration, or application issues.

• Working knowledge of REST APIs, HTTP requests, and common integration concepts.

• Familiarity with JSON, webhooks, and API authentication processes.

• Capability to utilize technical documentation for issue investigation and resolution.

• Experience communicating directly with customers regarding technical problems.

• Ability to clarify complex technical concepts for non-technical stakeholders.

• Experience collaborating with software engineers on customer-reported issues.

• Proficiency in reproducing bugs and providing clear technical reproduction steps.

• Experience distinguishing between product defects and configuration or integration issues.

• Strong understanding of software onboarding and implementation procedures.

• Ability to manage complex technical escalations independently.

• Experience documenting technical investigations and their resolutions.

• Excellent written and verbal communication skills.

• Ability to prioritize and organize multiple customer issues effectively.

• Experience working alongside customer success, product, and engineering teams.

• Quick learner in unfamiliar software systems and workflows.

• Strong attention to detail and dedication to technical accuracy.

• Familiarity with software security and appropriate data-handling practices.

• Capability to maintain customer confidence during challenging technical situations.

• Experience using technical ticketing or customer support systems.

• Comfortable working independently in a remote setting.

• Availability to collaborate during required U.S. Eastern Time working hours.

• Ability to take ownership of technical customer outcomes until resolution.

• Nice to Have: Experience supporting e-commerce merchants or merchant-facing SaaS platforms.

• Nice to Have: Familiarity with Shopify, BigCommerce, or other online storefront solutions.

• Nice to Have: Experience troubleshooting checkout, payment, or subscription commerce workflows.

• Nice to Have: Experience working with Stripe or similar payment integrations.

• Nice to Have: Familiarity with JavaScript, HTML, and CSS.

• Nice to Have: Experience utilizing browser developer tools to investigate customer issues.

• Nice to Have: Ability to read application logs or use monitoring tools.

• Nice to Have: Experience using Postman or similar API testing tools.

• Nice to Have: Familiarity with SQL and basic database troubleshooting.

• Nice to Have: Experience supporting SaaS integrations and third-party applications.

• Nice to Have: Understanding of OAuth or other authentication frameworks.

• Nice to Have: Experience working with webhooks and asynchronous workflows.

• Nice to Have: Familiarity with cloud-based software architectures.

• Nice to Have: Experience supporting high-value or enterprise customer accounts.

• Nice to Have: Experience working with CRM or customer success platforms.

• Nice to Have: Experience developing technical documentation and support playbooks.

• Nice to Have: Experience mentoring junior technical support or success engineers.

• Nice to Have: Familiarity with healthcare technology or telehealth platforms.

• Nice to Have: Understanding of HIPAA-related technical considerations.

• Nice to Have: Experience supporting AI-enabled features or workflow automation.

🏝️ Benefits

• Comprehensive health insurance plans.

• Flexible working hours and remote work options.

• Generous paid time off and holiday schedule.

• Ongoing professional development opportunities.

• Collaborative and inclusive company culture.