Senior Technical Customer Success Engineer

📋 Description

• Serve as the primary technical liaison for our customers via chat, Slack, phone calls, and escalations.

• Onboard enterprise clients with hands-on support, including writing integration examples, debugging their code, and conducting proof of concepts (POCs).

• Participate in sales calls as the technical expert, assisting in closing deals.

• Monitor account health proactively and address potential issues before they impact customers.

• Reproduce and resolve integration issues independently, conduct API testing, write sample code, and analyze OpenSearch logs.

• Develop internal automation to eliminate repetitive tasks such as API testing, triage workflows, reporting, and preparation for sales calls.

• Create guides, runbooks, and post-mortem analyses that are genuinely useful for reference.

• Provide the product team with concrete evidence of bugs, friction points, and gaps, advocating for necessary fixes.

• Generate regular reports for the team to facilitate the company's progress.

⛳️ Requirements

• A minimum of 5 years of experience in technical customer support, Solutions Engineering, or Developer Support at a developer-centric SaaS where customers expect substantial answers, not just ticket numbers.

• Proficient in writing functional Python or JavaScript, capable of reading customer code to identify issues. Not an engineer, but close enough to provide assistance.

• Familiarity with DevTools; possess a strong understanding of HTTP, DNS, TLS, and proxies. Have created something with AI that genuinely saved time—be it a workflow, script, or integration, not merely a prompt.

• Comfortable conducting technical POCs, assessing account health, and engaging in discussions with a VP of Engineering.

• Adapt effortlessly to your audience, being direct and technical with developers while remaining clear and composed with decision-makers.

• Enhance the skills of those around you without needing to be asked, sharing knowledge, taking initiative, and setting a standard for others to follow.

• Experience working with data-driven customer support teams and a desire to introduce that rigor to a team still defining success metrics.

• Excellent written and verbal English skills (C1 level or above).

🏝️ Benefits

• 100% remote: work from anywhere, provided EU hours are covered.

• Salary based on your worth, not your previous compensation.

• Choose your own equipment.

• Budget for Learning & Development.

• Annual team kick-off at a new location each year.

• Regular meetups in Barcelona.

• Deel benefits: VPNs, memberships, travel discounts, and more.