Job Title:
Customer Success Engineer
Location:
Remote
Company:
Smartlead.ai
Experience:
5-9 years
Reports to:
Head of Engineering and Customer Success
Budget:
25-42 LPA
🚀 About Smartlead.ai
Smartlead is a cutting-edge platform designed to transform cold email outreach into a reliable revenue engine. We help businesses elevate their outreach, effectively engage prospects, and drive significant revenue growth. As a bootstrapped and profitable startup, Smartlead has ranked in the top 4% of the world's fastest-growing SaaS companies, according to ChartMogul.
🚀 About The Role
Smartlead’s growth depends not just on product and brand, but on how
reliable, intelligent, and empowering
our support experience is. We’re hiring a
Customer Success Engineer
who thrives at the intersection of customer care and technical problem-solving.You’ll work directly with our top customers to troubleshoot complex issues, guide them through advanced use cases, and partner with engineering to resolve bugs and friction points. This is not a support agent role it’s a
technical ownership role
where you’ll be the go-to expert for Smartlead’s advanced features and backend systems.This role is ideal for someone who loves solving puzzles, thinking in systems, and turning friction into product-led growth.
🛠️ What You’ll Do
- As a Customer Success Engineer, you will act as the technical front line for our highest-priority customers. This role blends deep technical troubleshooting, customer advocacy, and product collaboration to deliver unmatched support experiences.
- Act as the technical face of Smartlead for our top customers and high-priority accounts.
- Own the end-to-end resolution of complex issues — from first response to root cause identification and post-resolution follow-ups.
- Troubleshoot issues related to:
- Email deliverability (SPF, DKIM, DMARC, SMTP errors)
- DNS configurations
- API integrations (Zapier, Make, n8n, Retool)
- Smartlead’s own inbox, warmup pools, and campaign logic
- Collaborate with Engineering to escalate and resolve deep system bugs — always with clean reproduction steps, logs, and user context.
- Create internal tools, Postman collections, or scripts to debug and automate recurring issues.
- Help customers implement automations, optimize settings, and unlock advanced platform features (e.g., inbox rotation, AI-generated replies).
- Monitor Slack and support systems to triage and prioritize escalations based on impact and urgency.
- Act as the customer’s voice internally — sharing pain points, usability gaps, and feature requests with Product and Growth teams.
- Contribute to internal documentation, public help articles, and reusable solutions.
- Build a support experience that makes customers stay — not because they have to, but because they want to.
🎯 What Success Looks Like
- You become the trusted technical partner for high-impact accounts. Customers know they can rely on you to guide them through complex issues, advanced features, and edge-case setups.
- You resolve technical tickets end-to-end, quickly and independently. Average Time to Resolution stays below 12 hours for non-blockers, and critical issues are resolved in under 1 hour.
- You maintain rapid first responses during working hours.First Response Time stays under 15 minutes, especially for high-revenue or escalated tickets.
- You handle the majority of issues without escalating to engineering. Less than 20% of your tickets require developer involvement, thanks to your strong debugging and product expertise.
- You provide clear, complete escalations when needed.Bugs escalated to engineering include full reproduction steps, user impact, and relevant logs — reducing back-and-forth.
- You maintain a CSAT score above 90%. Customers consistently rate your support as timely, helpful, and outcome-driven, especially on complex use cases.
- You influence customer retention through high-quality support. Your interventions directly contribute to saved accounts, improved onboarding, or renewed deals.
- You actively support 10–20 key accounts per quarter.These include large-volume customers, custom SMTP users, or those with advanced workflows.
- You document and share what you build or learn. You contribute 2–4 public help docs, internal solutions, Postman collections, or tooling pieces every month.
- You identify and eliminate root causes of recurring problems. 80%+ of P1/P2 issues you touch are diagnosed with a clearly documented root cause and shared for long-term fixes.
✅ You’ll Excel If You Have
- You have strong technical debugging skills from working in a SaaS, PaaS, or developer tool environment.
- You understand email infrastructure deeply — including SMTP, MX records, SPF, DKIM, and DMARC.
- You’re comfortable using Postman, cURL, and workflow tools like Zapier, Make, n8n, or Retool.
- You’re hands-on with REST APIs, know your way around JSON payloads, and can help customers debug integrations.
- You’ve worked with cold email platforms, CRM tools, or outbound sales tech and understand their nuances.
- You communicate clearly, empathetically, and effectively — via chat, Loom videos, or live calls — with US-based customers.
- You write crisp, grammatically clean English and can explain complex things in a simple, outcome-focused way.
- You’ve worked at a fast-paced B2B startup and are comfortable with ambiguity, velocity, and ownership.
- You have basic scripting ability (Node.js, Python, or Bash) to create internal tools or automate recurring issues.
- You’re familiar with tools like Google Postmaster, MXToolbox, or inbox placement testers and have an interest in email deliverability or warm-up platforms.
🌱 Why Join Smartlead.ai?
- Remote-first culture: Work from anywhere, as long as you get things done
- Zero fluff: High ownership, fast decisions, minimal bureaucracy
- People-first mindset: We care about performance and well-being
- Growth opportunities: As we scale, so do you
