Customer Success Engineer
New
B
Burq, Inc.Logistics and Delivery
United States. CanadaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3–6 years
- Required Skills
- SQLBusiness IntelligenceData AnalysisRESTful APIsTechnical supportCustomer Success
Requirements
- 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.
- Proficient in SQL for querying data and building dashboards.
- Comfortable debugging integrations, including reading API documentation, reviewing logs, and tracing REST API or webhook failures.
- Strong commercial instinct with experience owning retention, renewals, and expansion opportunities.
- Excellent ability to translate technical detail into business value for multi-stakeholder enterprise accounts.
- Organized, self-directed, and able to manage enterprise accounts with minimal oversight in a fast-moving environment.
- Experience with parcel, last-mile, or multi-carrier delivery environments (Nice to have).
- Familiarity with TMS, OMS, and WMS platforms (Nice to have).
- Hands-on experience with BI tools like Looker, Metabase, or Tableau (Nice to have).
- Familiarity with carrier APIs, label generation, tracking event streams, or EDI (Nice to have).
Responsibilities
- 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.
- Serve as the voice of the customer internally — surfacing recurring issues, feature gaps, and product feedback to Product and Engineering.
- Reduce time-to-resolution and reliance on engineering by building runbooks, documentation, and reusable diagnostics for common customer issues.
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