lever
Customer Success Engineer
jobgether
Remote, IND
Full-time
Remote
Discovered 1 weeks ago
Technical customer supportModern web application debuggingAI systemsLarge language modelsAI agentsApplication logs and telemetry
Free
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Technical customer supportModern web application debuggingAI systems
Role Overview
Customer Success Engineer role supporting users across an AI-focused SaaS platform.
Combines customer support, technical troubleshooting, and AI-focused problem solving.
Works closely with Engineering and Product teams on production issues and product improvement.
Key Skills for This Role
Technical customer supportModern web application debuggingAI systemsLarge language modelsAI agentsApplication logs and telemetry
Full Job Posting
Role overview
Customer Success Engineer role supporting users across an AI-focused SaaS platform.
Combines customer support, technical troubleshooting, and AI-focused problem solving.
Works closely with Engineering and Product teams on production issues and product improvement.
Accountabilities
- Investigate user-reported issues by reproducing bugs, identifying root causes, and classifying the issue type.
- Debug AI and SaaS environments using telemetry, logs, network inspection, database queries, and diagnostic tools.
- Triage issues through configuration changes, prompt refinement, troubleshooting, or user guidance, escalating engineering defects.
- Communicate reproducible issues and technical context to Engineering to support efficient resolution.
- Surface recurring problems, systemic patterns, product risks, and improvement opportunities to leadership.
- Create documentation, troubleshooting resources, and runbooks to improve resolution speed.
- Communicate with users accurately, professionally, enthusiastically, and empathetically.
- Support a positive end-to-end user experience across platform interactions and support requests.
Requirements
- Experience debugging modern web applications through software engineering, technical customer support, or a related technical discipline.
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