Customer Success Engineer

ServiceCore•Denver, CO

34d•$75,000 - $90,000

About The Position

Docket is hiring a Customer Success Engineer (CSE) to serve as Tier 3 technical support and the primary escalation point between Customer Support and Product Engineering. This role focuses on investigating, reproducing, and clearly documenting complex technical issues before they reach Engineering. You will work primarily behind the scenes—analyzing data, testing APIs, reviewing logs, and validating system behavior—to turn unclear or incomplete bug reports into clean, actionable engineering tickets. This role is ideal for someone who enjoys deep technical problem-solving, debugging, and working through ambiguity in a fast-moving SaaS product.

Requirements

Strong technical foundation. You are comfortable working directly with production data and systems, including:
Writing SQL queries against Postgres to investigate and validate data
Testing APIs using Postman and/or cURL to isolate backend issues
Writing or adapting Node.js scripts for data parsing, validation, or troubleshooting
Using Git to check out branches, test fixes, and validate changes
Technically curious and hands-on. You enjoy digging into logs, queries, and system behavior to understand what’s actually happening—not just what was reported.
Practical and outcome-focused. You care about identifying the root cause and getting issues to a clear next step, not just documenting symptoms.
Clear and structured communicator. You can turn complex investigations into clean, actionable engineering tickets with clear reproduction steps and supporting evidence.
Comfortable working deep in the weeds. Investigating bugs, reviewing logs, testing hypotheses, and running scripts are a normal part of your day.
Organized and accountable. You manage a steady flow of escalations, follow through on investigations, and don’t need constant oversight to stay on track.
Adaptable and eager to learn. You pick up new systems and workflows quickly and are comfortable working through ambiguity.

Responsibilities

Own escalated technical issues once they exceed frontline or Tier 2 troubleshooting.
Reproduce and validate bugs across production, staging, or test environments.
Determine whether issues are product defects, data inconsistencies, configuration problems, or expected behavior.
Query databases and review logs to understand system state and failure modes.
Test backend APIs to isolate and confirm root causes.
Write or adapt lightweight scripts to support investigation, validation, or data analysis.
Create high-quality engineering tickets with clear problem statements, reproduction steps, expected vs actual behavior, and supporting evidence.
Partner with Product and Engineering to clarify scope, impact, and priority of escalated issues.
Identify patterns and recurring issues to help surface systemic problems.