Customer Success Engineer

Axle Labs•New York, NY

1d•$90,000 - $120,000•Hybrid

About The Position

Axle is seeking a Customer Success Engineer to establish and enhance our customer success operations. This role involves being the primary contact for customer inquiries, supporting Go-To-Market (GTM) functions, and developing systematic solutions for recurring issues. Responsibilities include addressing technical API implementation questions, debugging issues, managing customer concerns, and building scalable documentation and tooling. The ideal candidate will be technically adept, operationally efficient, and possess strong organizational skills to build systems that support growth.

Requirements

Technically fluent: Ability to read API docs, reason about HTTP request/response flows, debug authentication and configuration issues, and explain technical concepts to customers.
Operationally sharp: Capable of running workflows under pressure, adhering to checklists, and managing multiple customer issues.
Strong written communicator: Ability to de-escalate frustrated customers, clearly explain fixes, and write understandable internal documentation.
Systems builder: Instinct to template, create runbooks, and develop tools for recurring tasks.
Self-starter: Ability to define workflows in an early-stage environment.
Comfortable with light tooling work (e.g., Retool, internal admin dashboards, SQL, basic scripting).
Previous experience in support, solutions, customer success, or technical implementation at an API-first or developer-tools company is a strong plus.

Nice To Haves

Familiarity with the insurance, fintech, lending, or mobility space.

Responsibilities

Own the support inbox, defining triage processes, building macros and templates, and summarizing recurring themes weekly.
Handle technical customer support for Axle interfaces (API & MCP), addressing questions on authentication, request flows, error responses, and configuration, and working issues to resolution.
Build and maintain the knowledge base by creating articles and troubleshooting guides from recurring questions and updating external documentation.
Provide GTM operational support, assisting with client provisioning, invoicing adjustments, and confirming next steps.
Develop lightweight tooling and automate recurring workflows, potentially guiding the Product team on automations and creating documented runbooks.
Act as the voice of the customer internally, surfacing patterns to Product and Solutions teams to drive improvements.