Customer Success Engineer
Posted Updated
Description
- The Customer Success Engineer owns the technical and commercial health of Burq’s most important customers — particularly our enterprise accounts
- You are the person a customer’s engineering and operations teams trust when something breaks, when they want to ship a new integration, and when they’re deciding whether to expand
- You combine the relationship ownership of a great CSM with the technical fluency to debug an issue yourself, rather than routing every question to engineering
- This is a deliberately technical role
- When a webhook stops firing, an order fails to dispatch, or a customer asks why a carrier was selected, you investigate it yourself — reading logs, tracing API calls, and querying data directly
- You build your own dashboards to monitor account health and surface insights, so you walk into every customer conversation already knowing where the friction is
- You partner with our Solutions Engineers at handoff and stay the customer’s longterm technical and commercial point of contact from go-live onward
- Because we move fast and our customers run real operations, you’ll wear both hats every day: in the morning, debugging an integration issue in a Slack channel; in the afternoon, walking a VP of Operations through a quarterly business review and the case for expanding to new locations
- Own a book of enterprise and strategic accounts — driving adoption, retention, and revenue expansion as their primary technical and commercial point of contact
- Debug customer issues independently — tracing API and webhook failures, reading logs, and resolving integration problems without escalating to engineering wherever possible
- Guide customers through API integrations and new feature rollouts, from initial setup through live order flow, partnering with their engineering teams hands-on
- Build and maintain your own dashboards and reports — writing SQL to monitor account health, surface usage trends, and quantify the value Burq delivers
- Lead quarterly business reviews and renewal conversations, translating platform performance and ROI into a clear case for retention and expansion
- Identify and drive upsell and cross-sell opportunities — new verticals, locations, carriers, and product capabilities — in partnership with Sales
- Introduce customers to new Burq features and capabilities, ensuring they adopt the parts of the platform that move their business
- Serve as the voice of the customer internally — surfacing recurring issues, feature gaps, and product feedback to Product and Engineering with the technical detail to make it actionable
- Reduce time-to-resolution and reliance on engineering by building runbooks, documentation, and reusable diagnostics for common customer issues
- Strong commercial instinct — you can own retention and renewals, spot expansion opportunities, and navigate a multi-stakeholder enterprise account
- Comfortable debugging integrations independently — you can read API documentation and logs, trace a webhook or REST API failure, and resolve it without leaning on engineering. Light scripting (Python, JavaScript, or similar) is a plus
- Organized and self-directed — able to manage a book of demanding enterprise accounts with minimal oversight in a fast-moving startup
- Proficient in SQL — you can query data directly and build your own dashboards and reports rather than waiting on a data team
- 3–6 years in a technical, customer-facing post-sales role — Customer Success Engineer, Technical Account Manager, Implementation Engineer, Support Engineer, or a CSM role with a strong technical component
- Experience in logistics, supply chain, transportation, delivery, or an adjacent industry. This is not a role we’ll teach the domain to — you already understand how delivery and fulfillment work
- Excellent at translating technical detail into business value — you speak both API and P&L, and can move fluidly between a customer’s engineers and their executives
- Familiarity with TMS, OMS, and WMS platforms and how they connect across an enterprise tech stack
- Hands-on experience with BI / dashboarding tools (Looker, Metabase, Tableau, or similar)
- Experience with parcel, last-mile, or multi-carrier delivery environments
- Background in marketplace, on-demand, or gig-economy platforms
- Familiarity with carrier APIs, label generation, tracking event streams, or EDI