Requirements
Education & ExperienceBachelor’s degree in Computer Science, Information Technology, or a related field.4–6 years of experience in a technical role. Must have prior hands-on experience in Software Development or Software Quality Assurance (QA/QC).Proven experience in a role requiring direct client interaction (B2B experience is a plus).Technical SkillsDevelopment Knowledge: Ability to read and understand code (Java, NodeJS, Flutter, React, etc.) to trace errors.QA Proficiency: Strong understanding of the software testing life cycle, bug tracking, and deployment processes.Debugging: Experience with API testing (Postman/Rest), log analysis, and database troubleshooting.Tooling: Familiarity with monitoring tools (New Relic, Grafana...) and ticketing systems (Jira, ServiceNow).Soft Skills & AttributesExecutive Presence: Excellent personal presentation and verbal communication skills, suitable for interacting with client stakeholders.Empathy & Patience: Ability to de-escalate tense situations and handle frustrated customers with professionalism.Problem Solver: A "fixer" mentality—you don't just pass tickets; you want to solve the puzzle.Industry KnowledgeFamiliarity with the FinTech industry is a strong plus.Knowledge of ITIL principles (Incident & Problem Management).
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.In 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.Key ResponsibilitiesClient Success & Relationship ManagementThe 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.Issue Ownership: Take full ownership of customer technical issues from initial report to final resolution, ensuring clients feel supported and valued throughout the process.Translation: Translate complex technical findings (from the Dev team) into clear, business-friendly language for the client.Technical Resolution (Dev & QA Focus)Code-Level Troubleshooting: Leverage your background in Software Development to investigate root causes by analyzing application logs, code logic, and API failures.Defect Reproduction (QA): Apply Quality Assurance methodologies to rigorously reproduce reported bugs, document scenarios, and verify fixes before they are released to the client.Data Investigation: Execute complex SQL/NoSQL queries to diagnose data discrepancies and support inquiries.Incident Management & MonitoringCrisis Management: Handle critical system incidents with composure, communicating updates to stakeholders clearly while the technical team resolves the issue.Proactive Monitoring: Utilize tools like New Relic or Grafana to monitor application health and identify potential friction points before they impact the customer's experience.Collaboration & FeedbackInternal Liaison: Collaborate closely with Product, QA, and Development teams to prioritize fixes based on customer impact.Voice of the Customer: Provide technical feedback to the engineering team to reduce recurring issues and improve the product's stability.