Customer Success Engineer

Galileo•Burlingame, CA

47d

About The Position

We are seeking a technically adept Customer Success Engineer with hands-on experience building GenAI applications and working with LLMs. The ideal candidate will play a critical role in the post-sales customer journey by providing technical expertise, guiding implementations, and ensuring customers maximize value from our GenAI evaluation and observability platform. This role requires a strong balance of technical consulting and customer success expertise. Main Responsibilities As a Customer Success Engineer at Galileo, you will play a foundational role in designing, building, and scaling our Customer Success organization and playbook.

Requirements

Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent work experience.
3+ years of experience in customer success, solutions engineering, or technical consulting role, preferably within the AI/ML or software industry.
Hands-on experience building, deploying, or working with LLM-based applications and agentic workflows using frameworks like LangChain, LangGraph, OpenAI Agents SDK, CrewAI or similar.
Strong understanding of GenAI application architectures including RAG systems, multi-agent workflows, and the challenges of building reliable AI applications.
Proficiency in Python or TypeScript, with ability to support customers in implementation, troubleshooting, and integration scenarios.
Excellent verbal and written communication skills, with ability to translate complex technical concepts for both technical and non-technical stakeholders.
Passionate about delivering exceptional customer experiences and driving long-term customer success and adoption.
Strong curiosity and initiative to continuously learn new technologies, stay ahead of GenAI trends, and proactively develop skills and expertise.
Ability to work collaboratively with cross-functional teams, including engineering, product, and customer success.

Nice To Haves

Previously a ML Engineer / AI developer who loved working with customers prior to making the transition to a Customer Success role
Experience with AI frameworks and libraries like LangChain, Pandas, and OpenAI APIs
Strong track record of helping customers onboard onto complex technical platforms
Experience with GenAI evaluation, monitoring, or observability challenges and solutions

Responsibilities

Onboarding & Implementation: Guide customers through initial setup and platform adoption, ensuring smooth integration with their existing GenAI workflows and infrastructure.
Solution Customization: Work with customers to tailor solutions to their specific needs, leveraging our platform's capabilities for their unique GenAI evaluation and monitoring requirements.
Go-Live Support: Provide hands-on technical assistance as customers transition into production, ensuring seamless deployment of evaluation and observability workflows.
Customer Relationship Management: Serve as the primary post-sales technical point of contact, building strong relationships with customer engineering teams and technical champions.
Technical Troubleshooting: Diagnose and resolve complex technical issues related to GenAI applications, proactively identifying areas for improvement and optimization.
AI-Driven Process Innovation: Drive innovation in customer success processes by identifying and implementing AI-driven capabilities to improve efficiency and customer outcomes.
Cross-Functional Collaboration: Work closely with engineering, product, and support teams to address customer needs and enhance the platform based on real-world usage patterns.
Customer Advocacy: Act as the voice of the customer, gathering feedback and providing technically articulated insights to inform product enhancements.
Training & Enablement: Conduct technical training sessions and develop resources to empower customers to maximize the platform's value for their GenAI applications.