Customer Success Engineer

Key Responsibilities:

• Handle

  escalated customer tickets (L2)

  , perform in-depth root cause analysis, and drive

  timely resolution

  .
• Communicate with customers

  primarily via e-mail

  , and also through

  Slack, MS Teams and phone

  as needed.

• Collaborate cross-functionally

  with Product, Engineering, QA, Design and DevOps teams to investigate and resolve platform-level issues.
• Apply a

  structured and data-driven approach

  to debugging issues in areas such as API integration, campaign workflows, user interface, and data syncing.
• Provide

  technical walkthroughs and consultative guidance

  to customers on platform capabilities and best practices.

• Document solutions

  thoroughly in ticketing systems and contribute to the

  knowledge base

  for internal and customer use.
• Identify trends and

  proactively suggest product or documentation improvements

  based on recurring customer pain points.
• Participate in

  post-incident reviews, RCA documentation

  , and follow-ups with impacted customers.
• Provide support during

  product upgrades or critical incidents

  , including weekends or holiday coverage on a rotational basis.

Required Skills & Experience:

• 3+ years

  of experience in a technical support or product support role in a

  SaaS or MarTech environment

  .
• Demonstrated

  ownership of L2+ escalation issues

  with strong analytical thinking and troubleshooting depth.
• Strong written and verbal

  communication skills

  with the ability to simplify complex technical concepts.
• Hands-on experience with

  web technologies

  : APIs (REST), HTML, CSS, JavaScript, SQL, JSON, and browser dev tools.
• Comfortable using tools like

  Postman, Grafana, Jira, Confluence

  or similar systems.
• Prior experience supporting

  US-based customers

  and working

  US time zone hours

  (minimum 1 year).

• Customer-first mindset

  with excellent consultative and advocacy skills.
• Ability to manage

  multiple priorities

  and deliver under pressure in a

  fast-paced support environment

  .
• Experience in writing or reviewing

  runbooks, playbooks, and RCA documents

  .

Preferred Qualifications:

• Exposure to

  marketing automation platforms

  , customer data platforms (CDPs), or personalization engines.
• Experience with

  SQL-based investigation

  and understanding of

  event/data pipelines

  .
• Familiarity with tools like

  Honeycomb, AWS, Snowflake

  or similar platforms is a plus.
• Experience in

  incident management

  or working with

  on-call rotations

  using PagerDuty.
• Expereince in GenAI tools like OpenAI, MS Co-Pilot or Deepseek.

Soft Skills:

• Self-starter who can work independently with minimal supervision.
• Strong

  collaboration skills

  and a positive attitude in cross-team environments.
• Detail-oriented with a passion for problem-solving and continuous learning.