Customer Success Engineer

Why Join Us?

Mitti by SafetyCulture is a global tech company, just not the kind you're picturing. Our almost 1,000-person team builds tools that make work better for the three billion frontline workers who keep the world moving. We've got big tech scale, without the sign-off layers or corporate theatre. This next chapter is about scaling smart, powered by AI, a clear vision and real ownership.

Big tech impact, without the big tech ick.

Role Purpose

This role exists to unlock technical value for Mitti's customers, designing and implementing solutions that ensure customers integrate deeply with the platform and realise measurable operational outcomes, while bridging the gap between Go-to-Market (GTM) teams and Product, Design & Engineering (PDE). They own end-to-end delivery of integration offerings within defined scope, timeline, and budget, escalating only where customer requirements exceed standard package boundaries.

Key Responsibilities

Drive Customer Success and Stickiness

• Own technical solution design for select customers: from scoping integrations and data workflows through to working implementations that enable full platform value.
• Deliver the standard Integration/Automation packages end-to-end: scope confirmation, project delivery, build, testing, and handoff within the defined timeline and effort budget.
• Advise customers and partners on integration architecture: how to connect Mitti to their existing systems effectively and sustainably.
• Partner with Customer Success Managers (CSMs) to build implementation plans that accelerate time-to-value for managed accounts.
• Work alongside Account Executives (AEs) during pre-sales to communicate technical platform capabilities (APIs, security architecture, and cloud integrations) and resolve technical blockers in the sales cycle.
• Act as a technical bridge between GTM and PDE, capturing and routing customer integration feedback that shapes the product roadmap.
• Partner with the API and Integrations Engineering team to resolve complex customer requirements and advocate for platform improvements that benefit the broader customer base.

Improve How We Deliver

• Identify recurring technical patterns across customer integrations, propose and participate in standardization efforts: new packaged offerings, reusable automation, or templated solutions that reduce delivery effort across the customer base, not just for one account.
• Build and maintain technical automations (scripts, workflows, tooling) that reduce manual effort in the standard delivery motion, contributing them back to the shared Customer Solution & Implementation toolkit rather than keeping them account-specific.
• Flag when the same "out of scope" request appears repeatedly across customers, as a signal the package boundary itself needs to move, not just that this customer needs an exception.

Required Skills & Experience

Technical Skills

• Proven ability to design and implement data solutions: writing SQL queries, modelling relational databases, and translating raw data into business-relevant insights.
• Comfortable building across scripting or programming languages (e.g. Python, JavaScript, Ruby, Golang) to automate workflows or extend platform capabilities for specific customer use cases.
• Able to navigate a wide variety of enterprise system architectures, data models, and integration patterns.
• Confident reading API documentation and building or troubleshooting API integrations in enterprise environments.
• Background spanning software development and data analytics; comfortable moving between building solutions and communicating data-driven insights to non-technical stakeholders.

Behavioural Skills

• Translates fluently between technical and non-technical audiences: equally credible in an engineering deep-dive and a customer-facing session with business stakeholders.
• Stays organised across a high-volume, concurrent workload; switches context quickly without losing quality or missing detail.
• Customer-first problem solver: listens to understand the real need before proposing a solution, and brings options rather than just problems.
• Self-directed and comfortable with ambiguity; exercises sound judgment on edge cases while operating within a defined delivery methodology.
• Team-first mindset: invests in the success of CSMs, AEs, and engineering partners, not just their own outcomes.
• Distinguishes clearly between solving a customer's immediate problem and identifying a systemic delivery improvement worth productizing, and routes each appropriately.

AI Skills

• Uses AI tools to accelerate integration work, drafting technical specs and documentation, analysing customer data to surface insights, and building automations faster.
• Applies AI coding assistants fluently in day-to-day work; evaluates AI-generated code for quality, correctness, and security before deploying.
• Proficient with AI tools: independently identifies where AI adds leverage in their workflows and adopts new capabilities without direction.

Success Looks Like

• Operating independently across the full customer engagement lifecycle: scoping, designing, and delivering technical solutions without needing close direction.
• Consistently high customer confidence scores in post-engagement surveys, reflecting the quality and clarity of technical guidance delivered.
• Customers are integrating successfully and realising value from the platform faster, evidenced by reduced implementation cycle times and lower escalation rates.
• Contributes reusable automations or process improvements that get adopted beyond a single account.

Key Stakeholders

• Customer Success Managers: primary internal partners on ongoing customer planning and value delivery.
• Customer Onboarding Managers: primary internal partners on initial customer implementation planning and value delivery
• Account Executives: Sales partners during pre-sales technical evaluation and solution scoping.
• API and Integrations Engineering team: engineering counterparts for complex customer requirements and product feedback.
• Technical Architects: Pre-sales counterparts that will scope and architect large, complex customer solutions and hand off to CSEs to implement.

What You Need to Know

• Office/in-person: Hybrid; 3 days per week in office for candidates in Kansas City or Austin metro areas
• Travel: Periodic customer travel required, less than 25% of the time.
• On-call: No on-call requirement for this role.

We're committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire Mitti team we've built an incredible culture which has seen us recognised as a Best Place to Work in Australia, the US and the UK.

Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you.