Customer Success Engineer

We are seeking a skilled and proactive Customer Success Engineer to join our growing team. In this role, you will be responsible for deploying, configuring, and supporting our Max Maintenance SaaS Maintenance Management System for global clients. Your role will include user training, Level 1 support, and ensuring system adoption and operational success across customer environments.

You will collaborate closely with client stakeholders, internal teams, and technical partners to ensure that Max Maintenance is implemented efficiently and supported consistently in alignment with industry best practices.

Responsibilities:

• Gather and analyze client business requirements to configure Max Maintenance to suit specific asset management workflows.
• Lead system configuration and testing to ensure deployment readiness.
• Support data migration efforts from legacy systems to Max Maintenance.
• Deliver hands-on user training sessions, create user guides, and support change management during system rollout.
• Travel for support or implementation may be required.
• Serve as the primary Level 1 support contact post-implementation to address day-to-day client queries and system usage issues.
• Troubleshoot front-end configuration issues, escalate bugs or integration problems to Level 2/engineering teams as necessary.
• Provide remote assistance, ticket resolution, and routine system health checks.
• Assist in user onboarding, land access control configuration
• Develop and maintain comprehensive documentation including training materials, FAQs, SOPs, and implementation logs.

Requirements:

• Bachelor's degree in engineering, computer science, information systems, or a related field.
• 3+ years of experience in SaaS implementation and support, particularly in maintenance, CMMS, or asset-intensive environments.
• Proven ability to deliver end-user training and documentation to non-technical stakeholders.
• Hands-on experience configuring SaaS or CMMS systems and providing technical support.
• Basic understanding of REST APIs, SQL, or scripting (Python/JavaScript) is advantageous.
• Strong analytical, organizational, and communication skills.
• Maintenance and reliability experience in manufacturing, energy, oil & gas, or utilities is a plus.
• Experience with helpdesk tools (e.g., Zendesk, Freshdesk, Jira Service Desk).