Senior Technical Customer Success Engineer
New
Germany, EU business hoursFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 5+ years
- Required Skills
- PythonJavascriptRESTful APIsCustomer SuccessSaaS
Requirements
- 5+ years of experience in Technical Customer Success, Solutions Engineering, Developer Support, or similar customer-facing technical roles within SaaS.
- Strong technical troubleshooting skills with practical coding ability in Python or JavaScript.
- Ability to analyze and debug customer implementations.
- Solid understanding of web technologies and networking concepts including HTTP, DNS, TLS, APIs, proxies, and developer tools.
- Experience building technical automations, scripts, integrations, or AI-driven workflows.
- Comfortable leading technical proof-of-concepts, customer onboarding sessions, enterprise discussions, and escalation management.
- Strong communication and stakeholder management abilities for both technical and non-technical audiences.
- Experience with data-driven customer success methodologies, account health monitoring, and reporting.
- Strong written and verbal English communication skills at a professional level (C1 or above).
- Experience with scraping technologies, anti-bot systems, headless browsers, or developer tooling (advantageous).
- Familiarity with tools such as Intercom, Zendesk, HubSpot, Notion, Amplitude, or Stripe (beneficial).
Responsibilities
- Act as the primary technical point of contact for enterprise customers across onboarding, integrations, escalations, and ongoing account support activities.
- Lead technical onboarding processes by assisting with integrations, writing implementation examples, debugging customer environments, and supporting proof-of-concept initiatives.
- Collaborate with sales teams during technical pre-sales discussions, helping address customer concerns and supporting enterprise deal closures.
- Monitor account health proactively, identify potential issues early, and implement solutions that improve customer retention and satisfaction.
- Investigate and troubleshoot API, integration, and infrastructure-related issues through hands-on technical analysis and testing.
- Build internal automations, workflows, and operational tools to streamline customer support, triage processes, reporting, and sales preparation activities.
- Develop and maintain technical documentation, customer guides, runbooks, and post-mortem analyses to improve operational efficiency and knowledge sharing.
- Provide structured customer feedback to product and engineering teams, highlighting bugs, friction points, feature requests, and improvement opportunities.
- Support cross-functional collaboration between Customer Success, Sales, Product, and Engineering teams to strengthen customer experience and operational scalability.
- Contribute to hiring, onboarding, mentoring, and process optimization initiatives.
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