{"id":818561,"url":"https://alion.io/job/vatnsystems-customer-success-engineer","title":"Customer Success Engineer","company":{"id":720699,"name":"Vatn","domain":"vatn.com","url":"https://alion.io/company/vatn-2","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bristol, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":54000,"max_usd":119000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":513},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Python","optional":true},{"name":"ROS","optional":true}],"status":"live","first_seen_at":"2026-04-06T12:10:06Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-13T13:15:16Z","board_verified":true,"closed_at":null,"days_open":190,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":189},"description":"About Vatn Systems\nVatn Systems is building the next generation of autonomous underwater vehicles - smarter, more capable, and designed for the realities of ocean operations. Our AUVs are deployed by researchers, defense contractors, and offshore energy operators around the world. We're a fast-moving team that cares deeply about the reliability of our technology and the success of the people who depend on it.\nAbout the Role\nAs a Customer Success Engineer, you'll be the technical lifeline for our customers - from onboarding and training through complex field troubleshooting and long-term mission success. You'll work directly with operators, engineers, and program managers at customer organizations, and serve as the voice of the customer internally to our engineering and product teams. This is a hands-on, high-ownership role that requires both deep technical knowledge and a genuine commitment to customer outcomes.\nWhat You'll Do\nOwn the end-to-end technical support experience for a portfolio of customers, including researchers, government agencies, and commercial operators\nTravel to customer sites, vessel deployments, and field operations to provide on-site support, commissioning assistance, and training (expect ~25-35% travel)\nDiagnose and resolve hardware and software issues across the AUV stack - navigation, propulsion, sensor integration, communications, and mission planning systems\nDevelop and maintain customer-facing documentation, troubleshooting guides, and training materials\nReproduce and triage reported bugs, working closely with the engineering team to drive issues to resolution\nLead customer onboarding programs and ensure new operators are confident and capable with Vatn's systems\nMonitor fleet health and proactively flag potential issues before they impact missions\nCapture field feedback and translate it into clear product improvement requests for engineering and product\nWhat We're Looking For\n3-5 years of experience in a technical support, field engineering, or customer success engineering role - ideally in marine technology, robotics, or a similarly hardware-intensive domain\nStrong working knowledge of embedded systems, sensor integration, and real-time software - comfortable reading logs, using CLI tools, and understanding system architecture without needing hand-holding\nExperience supporting hardware in demanding field environments (offshore, shipboard, or similar)\nExcellent communication skills - you can explain complex technical issues clearly to both engineers and non-technical operators\nCustomer-first mindset: you measure success by whether the customer's mission succeeded, not just whether the ticket was closed\nAbility to work autonomously and manage competing priorities across multiple accounts\nNice to Have\nExperience with AUVs, ROVs, or other marine platforms\nFamiliarity with acoustic communications, USBL/DVL navigation, or oceanographic sensors\nBackground in Python or scripting for log analysis and diagnostics\nExperience with ROS or similar robotics middleware\nWhy Vatn\nYou'll be working on technology that operates in one of the most challenging environments on the planet. Our customers are doing important work - scientific discovery, infrastructure inspection, national security - and your job is to make sure they can rely on our systems to do it. You'll have real ownership, real visibility with leadership, and the satisfaction of solving problems that actually matter in the field.\nVatn Systems is an equal opportunity employer. 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