Customer Success Engineer

Axle•New York City, NY

5d•Hybrid

About The Position

The multi-trillion dollar insurance industry still relies on phone calls, paper forms, and outdated systems that are slow, error-prone, and easy to fake. That's where Axle comes in. We bridge the gap between insurance and other industries through a universal API for insurance data, enabling our clients to make business decisions in seconds instead of hours while allowing consumers to unlock their most underutilized financial asset - insurance. About the Role We're looking for a Customer Success Engineer to help stand up and mature our customer success function. You'll be the primary point of contact for inbound customer questions, the operational backbone for GTM, and the driver of turning issues into repeatable systems. Our customer questions range from technical API implementation details ("why is this request returning a 401?") to strategic conversations ("how should we be using Axle to power this workflow?"). This role requires someone who is technically fluent enough to debug API issues on their own, operationally sharp enough to manage multi-threaded customer issues, and structured enough to build the tooling and docs that let this function scale beyond one person.

Requirements

Technically fluent – You can read API docs, reason about HTTP request/response flows, debug authentication and configuration issues, and explain a 4xx vs 5xx to a customer without escalating to engineering.
Operationally sharp – You can run a workflow cleanly under time pressure, follow checklists tightly, and not drop the ball on the third item in a long thread.
Strong written communicator – You can defuse a frustrated customer, explain a fix clearly, and write internal docs that team members or agents can actually follow.
Systems builder – You instinctively turn the second time you do something into a template, the third time into a runbook, and the fourth time into a tool.
Self-starter – Joining at the early-stage means you'll need to define the workflow before you optimize it.
Comfortable with light tooling work – Retool, internal admin dashboards, SQL, or basic scripting. You don't need to be a software engineer, but you should be able to wire things together.

Nice To Haves

Previous experience in support, solutions, customer success, or technical implementation at an API-first or developer-tools company is a strong plus.
Familiarity with the insurance, fintech, lending, or mobility space is a plus, but not required.

Responsibilities

Own the support inbox. Define triage, build out macros and templates, and share a weekly summary of recurring themes.
Handle technical customer support for Axle interfaces, including our API & MCP.
Answer customer questions about authentication, request flows, error responses, and configuration.
Work issues to resolution before escalating.
Build out and maintain the knowledge base. Turn recurring questions into articles and troubleshooting guides.
Update Axle's external documentation wherever you see customers repeatedly tripping on the same friction.
Run GTM operational support. Assist the GTM team with core operations such as modifying client provisioning or adjusting invoicing, and close the loop with a clear confirmation and next steps.
Build lightweight tooling and automate recurring workflows. Use internal tooling or guide Product team to ship automations and create documented runbooks.
Act as the voice of the customer internally. Surface patterns to Product and Solutions teams so we keep improving what customers actually experience.