Customer Success Engineer (SaaS)

About BotSpace

BotSpace builds AI agents for e-commerce brands. They help brands sell more and handle customer support across their website, WhatsApp, Instagram and other channels. We work with fast-growing D2C and Shopify brands and are building an AI-native platform for sales, support and customer engagement.

The role

This is a customer role for an engineer. You'll own a group of BotSpace customers from the day they sign: get them live, learn how their business runs, find what stops them getting value from BotSpace and solve it. Sometimes that's configuration. Sometimes it's a script or an integration with the rest of their stack. Sometimes it's a bug you've narrowed down so well that our engineers can fix it the same day.

Elsewhere this job is called a forward-deployed engineer, implementation engineer or technical account manager. It isn't a pure development role: most of your week is spent with customers, and the code you write is in service of them.

What you'll do

• Onboard new brands: WhatsApp Business API setup, Meta verification and message templates, Shopify and other integrations, their first automations and their AI agent
• Own the relationship with your accounts on calls, WhatsApp and email, and review with them regularly what's working and what isn't
• Debug customer issues end to end: read the logs, check API responses and webhooks, reproduce the problem, then fix it or give engineering a bug report they can act on
• Build what a customer needs on top of the product: API and webhook integrations, small scripts, data imports, custom flows
• Notice early when an account is at risk, and when one is ready to do more with us
• Bring patterns back to the product team: repeat issues, missing features, rough edges in onboarding
• Write the docs and playbooks that help the next customer go live faster

What we're looking for

• A software engineer by training: B.E. or B.Tech in computer science or IT, MCA, or real hands-on coding experience
• 2 or more years in a customer-facing technical role at a software company: technical support, application support, implementation, solutions or customer success engineering
• You can read code and write some: JavaScript or Python scripts, REST APIs, JSON, webhooks, SQL or MongoDB queries
• You debug methodically and can explain what broke to a non-technical founder in plain words
• Clear spoken and written English, comfortable on calls with founders and operations teams
• You follow through. When a customer is waiting on something, they hear from you before they have to ask

A major plus

• Hands-on time with the WhatsApp Business API, Meta Business Manager or a messaging platform such as Gupshup, Twilio, Wati or Interakt
• Shopify: the admin, apps, webhooks and how D2C brands run their stores
• Helpdesk and CRM tools such as Freshdesk, Zendesk, Gorgias or HubSpot
• You've set up or tuned an LLM-based product: prompts, knowledge bases, AI agents
• A stint as a developer before you moved into support or implementation

How success is measured

• New customers go live quickly and actually use what they bought
• The accounts you own renew and grow
• Problems get fixed at the root, so the same issue doesn't come back
• Engineering can act on your bug reports without a follow-up call

Why join BotSpace

You'll sit between our customers and our engineering team and work closely with the founders. You'll see how hundreds of brands use the product day to day, and what you learn goes straight into what we build next.

If you're an engineer who likes solving real problems for real customers more than closing tickets, we'd love to hear from you.

How to apply

Apply on our careers site: https://careers.bot.space/customer-success-engineer/apply?src=naukri

It takes about five minutes: a short form with your LinkedIn profile and a few questions. We read every application and reply within a week.