Customer Success Engineer

Role overview

Help customers successfully adopt and operate a platform that combines AI sales agents, voice and messaging workflows, CRM data, payments, project management, and homeowner communication. This is a technical customer-facing role: you will troubleshoot real production systems, build integrations and internal tools, and turn recurring lessons into scalable onboarding and support processes.

Responsibilities

- Lead customer onboarding and implementation across voice, SMS, CRM, payments, web, and mobile-related workflows. - Configure and debug APIs, webhooks, third-party systems, messaging automations, and customer-specific integrations. - Explain technical issues clearly to non-technical operators and guide customers toward practical business outcomes. - Build monitoring scripts, internal tooling, documentation, integration patterns, and repeatable playbooks that increase the team’s leverage. - Investigate production incidents, protect customer data, and participate in a lightweight shared on-call rotation for the always-available platform. - Feed customer findings back into product decisions and help define what excellent onboarding, escalation, and retention should look like.

Requirements

- Genuine coding ability in Python, TypeScript, or an equivalent language, including writing webhook handlers, debugging integrations, and creating monitoring tools. - Experience working with APIs, webhooks, third-party configuration, and production or customer-facing technical systems. - Hands-on experience with LLMs or AI sales agents in a professional setting or a serious project with demonstrable output. - Strong communication skills, especially the ability to explain incidents and technical tradeoffs to non-technical customers. - Comfort operating with limited structure, creating missing processes, and working from outcomes rather than fully specified tickets. - Good security instincts around credentials, access control, customer information, and payment data.

Nice to have

- Experience with voice AI and speech-to-text platforms such as VAPI, Twilio, ElevenLabs, or Deepgram. - Familiarity with iOS behavior, push notifications, mobile API interactions, payment platforms, or embedded payment experiences. - Background in home services, trades, home improvement, vertical SaaS, SMS automation, or supplier and manufacturer integrations. - Experience using Claude Code, Codex, Gemini, or similar tools to deliver an end-to-end feature, and experience building automation that scales personal impact.

Benefits and work setup

- Fully remote, with preference for Pacific time while remaining open across U.S. time zones. - Flexible working hours focused on outcomes, with core overlap from 10 a.m. to 2 p.m. Pacific. - Competitive base salary, early-stage equity with a four-year vest and one-year cliff, and compensation shared early. - MacBook Pro and other equipment needed to work effectively. - Direct access to technical and product decision-makers, with meaningful ownership of the function’s onboarding, monitoring, and escalation systems.