Customer Success Engineer

• As a Customer Success Engineer at Hedra, you’ll own the technical relationship with our customers after they sign — getting developers and enterprise teams from first integration to production, and keeping them there
• You’re the hands-on technical partner closest to the customer’s stack: debugging API calls, architecting integrations, tuning for latency and cost, and translating what customers hit in the field into product direction with our engineering team
• You’ll work side by side with our Account Executives, owning technical success while they own the commercial relationship
• Own the post-sales technical relationship for our API, agent, and inference customers, from onboarding and first integration through production deployment and expansion
• Serve as the dedicated technical resource and advocate for developers and enterprise teams: debug API calls, review integration code, and guide customers to the optimal use of our models and platform
• Architect and troubleshoot production deployments against real constraints, latency, throughput, cost per deployment, and reliability
• Become one of the foremost technical experts on Hedra’s platform, internally and for customers
• Translate recurring customer pain points into concrete product proposals, working directly with engineering and product to ship fixes and features
• Partner with Account Executives to drive adoption, surface expansion opportunities, and turn early pilots into scaled production usage
• Build and maintain the runbooks, reference integrations, and docs that let customer success scale as we grow

Benefits

• Healthcare (Silver PPO Medical, Vision, Dental)
• Gym access (at our office)
• 401k (no match)
• Equity

• Excellent communication skills and the ability to earn trust with developers and the leaders who sponsor them
• A track record of getting customers to production and keeping them successful, ideally with usage-based or consumption pricing
• BS or BA in computer science, a related technical field, or equivalent hands-on experience
• Hands-on technical ability. You can write Python that works, read and debug an API integration, and produce working sample code. You don’t need to be a full-time engineer, but you’re comfortable in a customer’s codebase
• Experience with APIs, SDKs, and developer-facing products, and comfort explaining integration paths and deployment tradeoffs to technical buyers
• Demonstrated curiosity about generative AI, world models, and the inference and infrastructure that make them usable
• 4+ years in a customer-facing technical role, customer success or forward-deployed engineering, solutions engineering, technical support engineering, or software engineering with direct customer exposure
• Understand operational costs and overhead, short and long term, and how they show up in a customer’s deployment economics
• Self-motivated and independent: able to set ambitious (and yet accurate!) timelines and deliver on them
• Low ego, high patience, proactive communication. Strong opinions, loosely held
• And most importantly, treat Hedra as your own and help shape the vision with us
• We encourage you to apply even if you don’t fully meet all the listed requirements; we value potential and diverse perspectives, and your unique skills could be a great asset to our team