Customer Success Engineer

Pinecone • New York, NY

10d

About The Position

As a Customer Success Engineer (CSE), you'll be the trusted advisor and advocate for our customers, guiding them through the adoption and implementation of our offerings. You’ll work closely with technical stakeholders, ensuring they derive maximum value from our product by deeply understanding their use cases, architectures, and integrations. You’ll partner with Sales, Product, and Engineering to scope solutions, troubleshoot issues, and influence product direction. You’ll also build tooling and processes to shape how we scale our ability to accomplish these goals. Technical fluency, hands-on troubleshooting skills, strong communication, and an AI-first mindset are essential for this role.

Requirements

• BS in Computer Science or a related technical field or equivalent experience.
• Strong technical acumen with the ability to understand and explain APIs, cloud infrastructure, data pipelines, and enterprise software integrations.
• Ability to communicate complex technical concepts to both technical and non-technical audiences.
• Familiarity with the concepts of embeddings, similarity search, recommendation systems, and RAG.
• Thrives in a startup environment: resourceful, adaptable, and proactive in creating solutions.
• Proficiency in one or more popular programming languages (Python, JavaScript).

Nice To Haves

• Proficiency with SQL
• Experience with Retool, Datadog, or similar monitoring tools.
• Experience working with cloud platforms (AWS, GCP, Azure).

Responsibilities

• Serve as a technical point of contact to guide customers on the path to production while ensuring best practices.
• Deeply understand user requirements to influence our roadmap and devise short-term solutions to unblock customers.
• Collaborate with Sales to conduct regular check-ins, architecture reviews, and success planning.
• Build resources to monitor customer health, proactively unlocking opportunities to address issues and uncover growth opportunities.
• Troubleshoot issues and provide high-level technical support to top customers.
• Build processes and capture knowledge to scale and automate support and success initiatives.
• Provide feedback and contribute (as a developer) to all elements of customer experience.

Benefits

• Comprehensive health coverage including medical, dental, vision, and mental health resources
• 401(k) Plan
• Equity award
• Flexible time off
• Paid parental leave
• Annual Company Retreat
• WFH Equipment Stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees