Customer Success Engineer
Posted 1 month ago Expired
This job has expired
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Upload Your ResumeAbout This Role
As an early Customer Success Engineer, you will own the end-to-end customer journey for Serval's AI platform, designing and delivering tailored solutions while contributing to product development and shaping the Customer Success model.
Responsibilities
- Own customer onboarding end to end, designing and delivering implementations that align Serval to customer workflows and goals
- Conduct training sessions and create documentation that helps customers become self-sufficient with Serval’s technology
- Design and execute migration plans that minimize disruption and ensure seamless adoption of Serval’s platform
- Serve as the primary technical resource post-sale, troubleshooting issues and advocating for customer needs internally
- Partner with Engineering, Sales, and Marketing to turn customer insights into product improvements and scalable processes
- Modify production code to fix bugs and build features to extend the product’s capabilities to meet customer needs
- Identify and support expansion opportunities by demonstrating additional value and partnering with Sales on renewals and growth
Requirements
- 2+ years of experience in an engineering role (e.g., Product Engineer, Solutions Engineer, IT Automation Engineer, Support Engineer)
- Experience investigating production issues by analyzing code paths, database state, API requests and responses, leveraging infra and browser dev tools
- Understanding of APIs and RESTful concepts
- IAM knowledge
- SQL for data analysis
- Ability to read and troubleshoot production code in customer-facing environments
- Customer-focused mindset
- Strong communication skills capable of translating complex technical concepts to both technical and non-technical stakeholders
Qualifications
- 2+ years of experience in an engineering role, ideally with close customer interaction
Nice to Have
- Experience in an early-stage startup environment
- Experience writing production code
- Familiarity with IT, security, or service management domain
Skills
* Required skills
About Serval
Serval is building an AI platform for IT teams, using AI agents to resolve IT issues and automate tedious IT workflows.