Customer Success Engineer

Unwrap•Santa Barbara, CA

3d•Onsite

About The Position

We are looking for a Customer Success Engineer to join our fast-growing team. We're looking for someone with a special combination of skills: Do you have a passion for building customer relationships and a strong technical background? Are you one of the most ambitious people you know? If so, we'd love for you to help us build a world-class support experience from the ground up. As a Customer Success Engineer at Unwrap, you’ll provide personalized support to a wide range of customers—from startups to Fortune 500 companies—ensuring every user gets the most out of our platform. Blending your customer-facing skillset and your technical background, you’ll troubleshoot and resolve technical issues, work closely with our product and engineering teams to scope more ambiguous solutions, and make sure valuable customer insights are shared to inform our product roadmap. In addition to direct support, you’ll create clear and helpful resources such as guides, FAQs, and best practices to empower users and enhance their experience. You’ll also collaborate closely with teams across Unwrap, relaying feedback, advocating for user needs, and contributing to ongoing improvements to our platform. Who We Are Unwrap.ai is on a mission to fill the world with products people love. We’re helping companies like Lyft, Stripe, Oura, Microsoft, Perplexity, and Github collect and process feedback more effectively. We ingest feedback from thousands of sources (support channels, surveys, social), and use state-of-the-art NLP technology to extract actionable insights for customers across software, hardware, and retail sectors. We’re currently a team of 30, based in Santa Barbara, and growing quickly. We are venture-backed, and just raised our $12M Series A from world-leading VCs. Our founders, two ex-Amazon Alexa Product Managers, were tired of manually sifting through customer reviews, support tickets, and bugs while working on Alexa. They understood the importance of listening to customers and prioritizing their requests effectively, but simply had too much feedback to parse through. So, Unwrap.ai was born to solve this problem. Specifically, at Unwrap we use Natural Language Processing to automatically cluster, tag, and analyze customer feedback to help product and engineering teams build what customers want. The ultimate goal is to better connect users and builders, so builders can fill the world with products people love. Our small team is extremely motivated, hard-working, and simply gets stuff done. If this sounds exciting, we can't wait to read your application.

Requirements

You have 2+ years of experience in technical support, customer support engineering, or a related role—ideally in SaaS or AI-driven products.
You’re comfortable reading technical documentation, working with APIs, and can get around a database. You have SQL experience and can read or write basic python scripts.
You’re a strong communicator who can break down complex ideas for both technical and non-technical audiences.
You love solving customer problems. You are curious, empathetic, and able to handle challenging situations with grace.
You thrive in a fast-paced startup environment and are excited to have a direct impact on both our product and our customers’ experience.
You are always thinking big picture and are proactive about using insights to drive improvements at scale.
Located in or willing to relocate to Santa Barbara and excited about working in-person.

Benefits

Ground floor impact at a Series-A startup with tremendous latitude over technical support strategy and customer success.
Significant, potentially life-changing equity.
Report directly to the Head of Customer Success.
Ability to rapidly advance your career alongside company growth.
Collaborate with experienced teammates, entrepreneurs, and advisors.

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