Remote job
Customer Success Engineer II
Job details
About this role
Role overview
As a Customer Success Engineer II, you will build and support conversational AI and guided workflows for enterprise customers across Brazil and Latin America. You will handle technical integrations and production health, partnering with customers and internal delivery, engineering, support, and product teams. The role is remote and based in Brazil; candidates elsewhere may be engaged as contractors depending on location.
Responsibilities
- Build and refine voice and chat virtual agents, including prompts, retrieval, tool use, safety controls, and structured behavior testing. - Configure guided workflows with branching, compliance prompts, and connections to customer systems for data retrieval and capture. - Integrate contact center and telephony systems, CRMs, APIs, and knowledge sources; troubleshoot data mapping and connectivity. - Monitor deployed services, maintain runbooks and alerts, and respond to critical incidents through an on-call rotation. - Coordinate incident investigation and customer updates, then document root causes and follow-up actions. - Support customer testing, launches, reporting, and technical delivery documentation.
Requirements
- At least four years in a client-facing technical role and a bachelor’s degree or equivalent experience. - Fluent Brazilian Portuguese and professional English for daily collaboration with international teams. - Strong experience building API integrations and troubleshooting JSON, authentication, logs, and structured data. - Proficiency in Python and JavaScript, with relational database knowledge. - Experience with contact center or telephony integrations; Cisco CTI is preferred, while SIP/PSTN experience is relevant. - Hands-on experience with conversational AI, prompt engineering, retrieval, production support, and incident response; willingness to join on-call coverage.
Benefits and work setup
The role is remote. Listed benefits include employer-paid health coverage for employees and eligible dependents, incentive compensation, a 401(k) match, disability and life coverage, and unlimited vacation. The stated US base salary range is $65,000–$75,000; pay depends on experience, skills, and location.