Senior Customer Success Engineer

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

📋 Description

• Collaborate closely with clients to design, implement, and enhance LanceDB in production settings, ensuring reliability, scalability, and optimal performance for distributed, cloud-native workloads.

• Lead the technical onboarding process and conduct architecture reviews; provide best-practice recommendations on system configuration, query optimization, and integration methodologies.

• Proactively pinpoint adoption challenges, troubleshoot intricate distributed-system problems, and liaise with product and engineering teams to facilitate prompt resolutions.

• Take ownership of customer success metrics: deployment time, usage growth, retention, and satisfaction. Create dashboards and monitor health metrics across accounts.

• Develop and provide technical enablement: produce sample code, automation tools, and documentation to enhance customer outcomes.

• Act as the customer's technical advocate within the organization — conveying feature requests, shaping roadmap priorities, and enhancing the developer experience.

• Work collaboratively across teams with sales engineering (for technical evaluations, proofs-of-concept, and demonstrations) and support engineering (for escalations and issue triage).

• Contribute to the development of internal tools, runbooks, and playbooks that will establish the groundwork for LanceDB’s future customer success organization.

• Assist in shaping processes, tools, and team culture as we expand customer success and post-sales engineering.

⛳️ Requirements

• Over 10 years of professional experience in technical roles such as post-sales engineering, customer success, solutions architecture, or technical support, preferably within the data infrastructure or distributed systems domain.

• Demonstrated experience in supporting or deploying distributed database systems or large-scale cloud-native data platforms (e.g., high-availability, multi-region, and horizontally scalable environments).

• High proficiency in Rust and Python — capable of reading, debugging, and writing production-quality code in both languages.

• In-depth knowledge of distributed systems concepts: sharding, replication, consensus, partitioning, failure recovery, and performance tuning.

• Experience in deploying and managing workloads on Kubernetes or other container orchestration platforms, along with familiarity with cloud environments (AWS, GCP, Azure).

• Outstanding communication and presentation abilities: capable of engaging directly with customers’ engineering leaders, architects, and executives with credibility and empathy.

• Strong problem-solving skills, combined with a customer-centric approach and the ability to work independently in fast-paced, ambiguous settings.

• Willingness and flexibility to engage across functions — including pre-sales engineering, technical support, and post-sales enablement — as needed by the business.

🏝️ Benefits

• Offers Equity