{"id":369210,"url":"https://alion.io/job/sarmad-customer-success-engineer","title":"Customer Success Engineer","company":{"id":4451314,"name":"Sarmad","domain":"sarmad.sa","url":"https://alion.io/company/sarmad-3","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"C","score":69,"open_postings":10,"ghost_share":0.5,"stale_share":0,"repost_share":0.1,"time_to_fill_p50_days":null,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["6th of October City, Egypt"],"countries":["EG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"New Relic","optional":false},{"name":"SQL","optional":false},{"name":"ITIL","optional":true},{"name":"Java","optional":true},{"name":"JavaScript","optional":true},{"name":"Jira","optional":true},{"name":"Node JS","optional":true},{"name":"Postman","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-08-05T00:00:00Z","employer_posted_date":"2026-08-05","last_verified_at":"2026-10-25T00:25:21Z","board_verified":true,"closed_at":null,"days_open":81,"trust":{"level":"ok","repost_count":1,"flags":["company_stale"],"days_open":81},"description":"We are seeking a presentable, articulate, and technically skilled Customer Success Engineer to act as the primary technical bridge between our clients and our engineering teams.\nIn this role, you will do more than just fix bugs; you will own the technical relationship with the customer. You must possess the technical depth of a Developer/QA to troubleshoot code-level issues, combined with the polished communication skills required to manage client expectations and represent the company professionally.\nKey Responsibilities\nClient Success & Relationship Management\nThe Face of the Tech Team: Serve as the primary technical contact for clients, maintaining a highly professional and presentable demeanor in all meetings and communications.\nIssue Ownership: Take full ownership of customer technical issues from initial report to final resolution, ensuring clients feel supported and valued throughout the process.\n Translation: Translate complex technical findings (from the Dev team) into clear, business-friendly language for the client.\nTechnical Resolution (Dev & QA Focus)\nCode-Level Troubleshooting: Leverage your background in Software Development to investigate root causes by analyzing application logs, code logic, and API failures.\n Defect Reproduction (QA): Apply Quality Assurance methodologies to rigorously reproduce reported bugs, document scenarios, and verify fixes before they are released to the client.\nData Investigation: Execute complex SQL/NoSQL queries to diagnose data discrepancies and support inquiries.\nIncident Management & Monitoring\nCrisis Management: Handle critical system incidents with composure, communicating updates to stakeholders clearly while the technical team resolves the issue.\nProactive Monitoring: Utilize tools like New Relic or Grafana to monitor application health and identify potential friction points before they impact the customer's experience.\nCollaboration & Feedback\nInternal Liaison: Collaborate closely with Product, QA, and Development teams to prioritize fixes based on customer impact.\nVoice of the Customer: Provide technical feedback to the engineering team to reduce recurring issues and improve the product's stability.\nRequirements\nEducation & Experience\nBachelor’s degree in Computer Science, Information Technology, or a related field.\n4-6 years of experience in a technical role. Must have prior hands-on experience in Software Development or Software Quality Assurance (QA/QC).\nProven experience in a role requiring direct client interaction (B2B experience is a plus).\nTechnical Skills\n Development Knowledge: Ability to read and understand code (Java, NodeJS, Flutter, React, etc.) to trace errors.\nQA Proficiency: Strong understanding of the software testing life cycle, bug tracking, and deployment processes.\n Debugging: Experience with API testing (Postman/Rest), log analysis, and database troubleshooting.\n Tooling: Familiarity with monitoring tools (New Relic, Grafana...) and ticketing systems (Jira, ServiceNow).\nSoft Skills & Attributes\nExecutive Presence: Excellent personal presentation and verbal communication skills, suitable for interacting with client stakeholders.\nEmpathy & Patience: Ability to de-escalate tense situations and handle frustrated customers with professionalism.\nProblem Solver: A \"fixer\" mentality-you don't just pass tickets; you want to solve the puzzle.\nIndustry Knowledge\nFamiliarity with the FinTech industry is a strong plus.\nKnowledge of ITIL principles (Incident & Problem Management).\nBenefits\nHybrid work model\nHealthy working environment\nMedical Insurance\nSocial Insurance","description_format":"text","description_chars":3596,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance","Hybrid work"],"hiring_locations":[{"name":"Egypt","iso":"EG","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-05T20:23:13Z"},{"event":"reopen","at":"2026-10-20T07:36:59Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.241,"p_room":0.28,"age_days":81,"expected_fill_days":23,"reasons":["conf:5","stale_co","win:tail","crowd:"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/sarmad-customer-success-engineer","json_url":"https://alion.io/job/sarmad-customer-success-engineer.json","meta":{"generated_at":"2026-10-25T06:12:04Z","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":8475,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"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":4451314},"rest":"https://alion.io/mcp/rest/get_company?id=4451314"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsarmad-customer-success-engineer"},{"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%2Fsarmad-customer-success-engineer"},{"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%2Fsarmad-customer-success-engineer"},{"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/sarmad-customer-success-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsarmad-customer-success-engineer"}]}