Customer Success Engineer

Customer Success Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Engineer based in India.

This role combines customer support, technical troubleshooting, and AI-focused problem solving in a fast-paced SaaS environment. You will help users resolve issues across their end-to-end platform experience while ensuring every interaction is accurate, efficient, and positive. Working closely with Engineering and Product teams, you will investigate bugs, analyze system behavior, and distinguish between product friction, AI model edge cases, and genuine technical defects. You will use logs, telemetry, network inspection, and database queries to understand production issues and identify root causes. The role offers substantial exposure to modern web applications, AI systems, and rapidly evolving technology. Strong ownership, technical curiosity, and excellent communication will be essential to delivering a high-quality customer experience.

Accountabilities:

• Investigate user-reported technical issues end-to-end by reproducing bugs, identifying root causes, and distinguishing between user experience friction, AI model edge cases, configuration issues, and system defects.
• Debug across modern AI and SaaS environments using telemetry, application logs, network inspection, database queries, and other diagnostic tools to understand production behavior.
• Triage issues with sound technical judgment, escalating genuine engineering defects while resolving other issues through configuration changes, prompt refinement, troubleshooting, or clear user guidance.
• Work closely with Engineering to communicate reproducible issues, provide useful technical context, and support efficient investigation and resolution of bugs.
• Identify recurring problems and systemic patterns, surfacing product risks and opportunities to Engineering and Product leadership.
• Create clear documentation, troubleshooting resources, and runbooks that improve resolution speed and reduce the recurrence of common issues.
• Communicate with users in a precise, professional, enthusiastic, and empathetic manner, maintaining a friendly and informal tone while ensuring responses remain accurate and effective.
• Help deliver a consistently positive end-to-end experience for users across platform interactions, technical issues, and support requests.

Requirements:

• Bring experience debugging modern web applications, with a background that may include software engineering, technical customer support, or another closely related technical discipline.
• Hold a degree in Computer Science, Software Engineering, or a related technical field from a strong academic institution, or have equivalent experience gained in a high-growth technology environment.
• Have experience building modern web applications using technologies such as React, Node, Flask, Next.js, or comparable frameworks, or bring 2–5 years of experience supporting customers using modern SaaS and web applications.
• Be comfortable working with AI systems and demonstrate practical familiarity with LLMs, AI agents, generative models, or related technologies.
• Have experience exploring the behavior of AI tools, such as working with prompt chains, agents, model behavior, fine-tuning, or other approaches to understanding and improving AI outputs.
• Understand common AI failure modes, including unexpected model outputs, hallucinations, edge cases, and feedback loops, and be able to investigate them methodically.
• Demonstrate strong analytical and troubleshooting abilities, with the judgment to determine whether an issue requires engineering escalation, configuration changes, prompt refinement, or user education.
• Communicate clearly and professionally in English, with the ability to combine technical precision with empathy and an upbeat customer-oriented approach.
• Familiarity with modern AI APIs such as OpenAI or Anthropic and agent frameworks such as LangChain or AutoGPT is a plus.
• Be comfortable working independently in a fast-moving environment where priorities can change quickly and problems may not always have predefined solutions.
• Be available for a remote, 6-day-per-week schedule with substantial overlap with Pacific Time working hours.

Benefits:

• 100% remote position, allowing you to work from anywhere in India.
• Opportunity to work at the intersection of customer success, modern SaaS applications, and rapidly evolving AI technology.
• Direct collaboration with Engineering and Product teams, providing exposure to technical investigation and product improvement.
• Hands-on experience debugging AI-powered systems, modern web applications, production environments, and customer-facing workflows.
• Opportunity to develop expertise in LLMs, AI agents, model behavior, APIs, and emerging AI technologies.
• High ownership and exposure to complex technical problems where your investigations can directly influence product quality and customer experience.
• 6-day-per-week schedule with substantial overlap with Pacific Time working hours.
• Referral opportunity of up to $90 per successful referral, with no stated limit on the number of referrals; applicable restrictions may apply.