{"id":2199412,"url":"https://alion.io/job/capacity-customer-success-engineer-ii","title":"Customer Success Engineer II","company":{"id":33993,"name":"Capacity","domain":"capacity.com","url":"https://alion.io/company/capacity-com","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["BR"],"hiring_countries_total":1,"salary":{"min":65000,"max":75000,"currency":"USD","period":"year","gross":null,"usd_annual":75000},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"AI Agents","optional":false},{"name":"Google Workspace","optional":false},{"name":"GraphQL","optional":false},{"name":"JavaScript","optional":false},{"name":"Jira","optional":false},{"name":"LLM Guardrails","optional":false},{"name":"Power BI","optional":false},{"name":"Prompt Engineering","optional":false},{"name":"Python","optional":false},{"name":"RAG","optional":false},{"name":"Rest API","optional":false},{"name":"SharePoint","optional":false},{"name":"Slack","optional":false},{"name":"Smartsheet","optional":false},{"name":"SOAP","optional":false},{"name":"SQL","optional":false},{"name":"Oracle","optional":true},{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-10-09T17:59:35Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-15T19:39:48Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Who we are\nOur mission at Capacity is to help teams do their best work through our AI-powered support automation platform. Capacity provides everything you need to automate support and business processes in one powerful omni-channel platform.\nWe believe that each individual voice, perspective and background brings inherent value to enhance our product, serve our customers and generate more ideas to solve complex problems. By continuing to hire talented, driven and humble teammates, we have the opportunity to see Capacity become a premier brand enterprise SaaS platform.\nCapacity has raised over $100 million dollars from over 150 investors, giving us the opportunity to make ambitious investments in our team and big bets on our future. Our total addressable market is enormous. Any company that wants to grow revenue, reduce costs, and improve customer and employee satisfaction is an opportunity for Capacity to shine.\nWhy this job is exciting\nThe role:\nWe are seeking a highly experienced and motivated Customer Success Engineer to join our company. As the Customer Success Engineer II, you will support a growing base of enterprise customers across Brazil and LATAM. As a Customer Success Engineer II, you will be the hands-on technical owner for building and tuning Agentic Intelligent Virtual Agents (IVAs) and for implementing and supporting Agent Guidance, the structured, real-time workflow product, that walks live contact center agents through complex interactions. You will also help keep these products healthy in production, with accountability for uptime and first-line response on Sev 1 issues.\nThis is a remote, full-time role in Capacity Customer Success Engineering, based in Brazil and reporting to the Director of Customer Success Engineering, working closely with Project Managers, Builders, QA, Support, Solution Consultants, and Sales. Candidates outside of Brazil may be considered; however, depending on location, position would be structured as a contracting role.\nIn your first 30 days you will learn the platform and shadow launches, Agent Guidance deployments, and customer calls; by 60 days you will co-lead customer meetings, own IVA builds, and join the on-call rotation; by 90 days you will own a portfolio of accounts, including production uptime and Sev 1 response. Tools: Jira, Slack, Google Workspace, Smartsheet, Power BI and SQL, and the Capacity platform (training provided).\nResponsibilities:\nDesign, build, and tune Agentic IVAs (voice and chat) on the Capacity platform, including behavioral, procedural, and RAG-based prompts, tool and API calling, and guardrails, and validate behavior against structured test scripts.\nImplement, configure, and support Agent Guidance: build guided workflows with conditional branching and compliance and disclosure prompting, and connect them to customer systems for inbound data retrieval and outbound data capture, working alongside Capacity’s real-time Agent Assist experience.\nOwn hands-on technical integration for customer deployments: Cisco CTI integration (event mapping for screen-pop and other triggers), SIP/telephony configuration and testing, and integration with customer CRMs, service and REST APIs, and SharePoint or other knowledge sources.\nOwn the uptime and production health of customer IVA and Agent Guidance deployments: monitor proactively, resolve issues before customers notice them, and maintain runbooks and alerting.\nServe as the technical responder for Sev 1 issues as part of the on-call rotation: triage and reproduce, coordinate with Engineering, Support, and the Delivery team, communicate status to customers, and drive root cause analysis and post-incident follow-up.\nServe as the primary Portuguese-speaking technical liaison between customer technical teams (including their contact center, telephony, and systems integrator partners) and Capacity’s teams, translating client technical requirements into concrete implementation plans.\nLocalize and validate solutions in Brazilian Portuguese across dashboards, reports, and agent/admin interfaces, so customers receive a fully localized experience, not a translated afterthought.\nLead discovery and requirements gathering (process mapping, field-mapping matrices, integration specs) and produce the technical and functional documentation needed to scope and size delivery effort.\nWrite and execute test cases for integrations, workflows, and conversation flows prior to UAT.\nSupport production dashboards and reporting (AHT, concurrent user counts, AI question volume and response time) in partnership with Capacity’s Conversation Intelligence and BI teams.\nProvide day-to-day technical support during POC, pilot, and UAT windows across active engagements, including assisting with UAT sessions, test-call triage, defect reproduction and logging, go-live validation, and coordination with Capacity’s Support and CSE teams on tickets.\nMaintain accurate documentation and epic hygiene within Jira throughout each engagement.\nBuild repeatable delivery playbooks and documentation so Brazil/LATAM technical delivery and support capability scales across accounts.\nRequirements:\nBachelor’s degree or equivalent experience, and 4+ years in a client-facing technical role\nFluent in Brazilian Portuguese and professional working English (daily collaboration with US- and EMEA-based delivery, product, and engineering teams)\n5+ years building API integrations using REST, SOAP, or GraphQL, with technical fluency in JSON, logs, authentication flows, and structured data and field mapping, and strong troubleshooting instincts\nProficient in Python and JavaScript, with a deep understanding of relational database design for integration use cases\nHands-on experience integrating contact-center and telephony platforms; Cisco CTI/Contact Center experience strongly preferred, and broader SIP/PSTN integration experience also considered\nExperience building or migrating agentic voice or conversational AI solutions, including call flow design, escalation logic, and platform-to-platform migrations, with hands-on prompt engineering, RAG configuration, guardrails, and validation of model behavior against structured test scripts\nExperience supporting production systems, including incident response and Sev 1 escalations, and willingness to participate in an on-call rotation and occasionally extend coverage during critical windows\nData literacy: Excel required, SQL and BI tools (such as Power BI) preferred, and the ability to turn data into clear recommendations\nExcellent communication and consultative delivery skills: explains technical concepts clearly to non-technical stakeholders and senior leadership, and leads process mapping, requirements documentation, presentations, executive updates, and escalations. This is a trusted-advisor role, not a pure execution role\nDemonstrated ability to lead technical delivery for a client, including planning, work distribution, and delivery accountability, while managing multiple accounts at once; Jira or similar agile tools\nPreferably, based in Brazil and eligible to work in Brazil\nNice to have:\nExperience with contact center, conversation analytics, and agentic AI\nWorking knowledge of how LLMs behave: prompts, knowledge grounding, and evaluating response quality\nExperience in utilities, energy, or another regulated enterprise contact-center environment\nFamiliarity with Salesforce or similar CRM integration patterns\nEnterprise experience from onboarding through renewal and expansion, including standing up a new regional delivery function or playbook from scratch.\nWatching an AI agent or guided workflow measurably improve week over week because of your insight\nBeing the trusted voice customers call first, and keeping their AI agents up and running when it matters most\nTurning complex data into a clear story and a confident recommendation\nSolving problems that cross technology, data, and people, and seeing them through to resolution\nVariety: different industries, channels, and use cases, and helping organizations scale AI in production\nYou are motivated by:\nHustle: You inspire others to work as hard as you. You will find a way, no matter how hard the task is.\nOwnership: You have an owner/builder mentality. You care about what you deliver and own your mistakes.\nProactivity: You don’t wait for someone to tell you what to do or what problems to solve. You are always looking for ways to learn and improve.\nExcellence: You set a high bar and surpass expectations. You hit your goals and ask for more.\nHumility: You are not above any task in the organization and are willing to drop what you’re doing to help a teammate. \nWhat you can expect from us\nThe team:\nCapacity team members enjoy the opportunity and benefits of working at an artificial intelligence startup, but with leaders who’ve worked at places like Apple, Ebay, Visa, Answers.com, Oracle, Boeing, and many more world-class companies. The culture at Capacity encourages innovation, independent problem solving, and collaboration as we continue to mature our product in the ever-changing world of AI.\nWe provide:\nEmployer-paid health insurance (for you and your eligible dependents)\nProfit Interest Units/incentive compensation\nUnlimited vacation policy\n401(k) with a company match\nShort term disability insurance\nGroup life AD&D insurance\nA supportive, diverse workplace where we prioritize respect for each other and our clients\nA fun and collaborative team culture\nSalary range:\nThe expected base salary for this role is between $65,000 and $75,000 USD; actual salary will be commensurate with a candidate's experience, skill and location.\nStill unsure?\nAt Capacity we value more than just hard skills. Our goal is to build a holistic and diverse team. If you aren’t sure if you qualify, just apply! We will carefully consider your application and are always grateful for any time and effort invested in Capacity.\nBut wait, there’s more!\nAt Capacity we believe in more than just building amazing products and helping our customers. Although we are a remote workforce, we remember the neighborhood where we started. We still strive to elevate our community by furthering access to education and careers in the tech space. Our affiliated nonprofit, Create A Loop, brings rigorous computer science courses to underserved communities with little to no access to formal computer science education. There are many opportunities for our Capacity team members to serve and educate our Create A Loop students throughout the year.","description_format":"text","description_chars":10516,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Portuguese","level":"All levels","optional":false}]},"benefits":["Health insurance"],"hiring_locations":[{"name":"Brazil","iso":"BR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Conversational AI","AI Search"],"lifecycle":[{"event":"open","at":"2026-10-09T20:48:25Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":5,"expected_fill_days":78,"reasons":["conf:1","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":{"stated_usd_annual":75000,"is_top_pay":false},"html_url":"https://alion.io/job/capacity-customer-success-engineer-ii","json_url":"https://alion.io/job/capacity-customer-success-engineer-ii.json","meta":{"generated_at":"2026-10-15T19:45:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29969,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":33993},"rest":"https://alion.io/mcp/rest/get_company?id=33993"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcapacity-customer-success-engineer-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcapacity-customer-success-engineer-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcapacity-customer-success-engineer-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/capacity-customer-success-engineer-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcapacity-customer-success-engineer-ii"}]}