Customer Success Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Engineer based in Canada.

As a Customer Success Engineer, you will play a key role in helping customers get maximum value from a technical SaaS platform. You will work directly with users across multiple channels, resolving questions, troubleshooting issues, and guiding them toward effective solutions. The role combines customer-facing communication with technical problem-solving and requires comfort working with APIs, data, and common business software. You will collaborate closely with teams across technical account management, solutions engineering, marketing, engineering, and operations. This is a high-impact opportunity to influence the customer experience while gaining broad exposure across a growing technology organization. You will join an ambitious, collaborative environment where curiosity, initiative, and a willingness to take ownership are highly valued.

Accountabilities

• Support customers directly through channels such as messaging platforms, Slack, phone, and email, providing timely and effective answers to technical and product-related questions.
• Help users maximize the value they receive from the platform by understanding their needs, investigating issues, and guiding them toward appropriate solutions.
• Read and interpret API documentation and troubleshoot integrations with common SaaS systems, including CRMs, email service providers, ERPs, and other business applications.
• Work with customer data and understand the fundamental concepts and technical building blocks behind modern data-driven SaaS environments.
• Collaborate closely with Technical Account Managers, Solutions Engineers, Marketing, Engineering, and Operations to resolve customer challenges and improve the overall user experience.
• Identify recurring customer issues, opportunities, and process improvements, and contribute to solutions that can benefit customers at scale.
• Take initiative across projects and organizational priorities, contributing beyond the immediate scope of the role when needed in a fast-growing environment.
• Participate in an on-call rotation when required, helping provide timely support and continuity for customer needs and critical issues.
• Share knowledge with colleagues and contribute to a culture of continuous learning, collaboration, and high-quality customer service.

Requirements

• At least 2 years of experience in a customer-facing role; prior experience does not necessarily need to be highly technical.
• A technical background gained through professional experience, education, or a combination of both.
• Working knowledge of SQL, or a strong willingness to learn both foundational concepts and more advanced topics.
• Ability to understand API documentation and familiarity with the way standard SaaS tools and business systems work.
• Strong discovery, problem-solving, and interpersonal skills, with the ability to understand customer needs and translate them into effective solutions.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to different audiences.
• Strong intellectual curiosity, ambition, humility, and a genuine willingness to learn from and teach others.
• Ability to work effectively in a rapidly changing environment, manage ambiguity, and adapt priorities as the organization evolves.
• Good understanding of the technology industry and its major players.
• Self-starter mentality, with the confidence to ask questions, challenge existing approaches, and take ownership of problems and opportunities.
• Strong team orientation and a genuine commitment to delivering exceptional customer experiences.

Benefits

• Annual salary range of $85,000-$110,000, location-independent according to the original role description.
• Meaningful equity compensation through ISO stock options.
• Early exercise opportunity for eligible equity grants.
• 10-year post-termination exercise window for stock options.
• Broad cross-functional exposure across customer success, technical account management, solutions engineering, engineering, marketing, and operations.
• Opportunity to make a direct impact on customer experience within a fast-growing technology environment.
• Culture focused on ambition, efficiency, continuous learning, humility, kindness, and collaboration.
• High degree of ownership and the opportunity to contribute across multiple areas as the organization grows.