Customer Success Engineer

Fern•Brooklyn, NY

6d•Onsite

About The Position

About Fern: At Fern, we believe every software company should offer a world-class API. We're building the toolkit to make that possible. We enable customers like Square, ElevenLabs, Webflow, and Intercom to offer a best-in-class developer (DX) and agent experiences (AX). Our team is primarily ex-Palantir and ex-founders, working together from our office in Williamsburg, Brooklyn. We give builders the autonomy to take ownership, the speed to move quickly, and the support to do the best work of their careers. Why you should work here: Experience a hyper-growth startup: Join a top-decile growth company early. You'll get firsthand exposure to how a startup scales with visibility into product, engineering, design, and go-to-market. Thinking of founding a startup someday? This is the place to learn. High trust and autonomy: You’ll have ownership over meaningful projects from day one, with the freedom to shape technical decisions and influence product direction. We trust engineers to figure out the best path forward—without micromanagement. We move quick: Your code will ship quickly and be used by our customers within days (and sometimes hours). We prioritize shipping fast, and invest in the developer experience toolchain to make that possible. Few meetings and bureaucracy: No bloated sprint rituals or unnecessary status updates. Just clear priorities, thoughtful async communication, and space to build. What you’ll do: As a Customer Success Engineer , you’ll sit at the intersection of customer success and engineering. Your goal is to make every Fern customer successful with our platform. You'll be the technical architect of Customer Success, turning complex and nuanced challenges into repeatable solutions that benefit our customer base.

Requirements

3+ years of experience in a technical, customer-facing role (Customer Success Engineer, Solutions Engineer, Forward Deployed Engineer, or founder)
Strong communicator who enjoys solving technical problems with customers
Comfortable reading and understanding code; willing to work across multiple languages
Experience working with APIs and developer tooling

Nice To Haves

TypeScript familiarity is a plus

Responsibilities

Own customer relationships: You’ll be the primary technical point of contact for customers—CTOs, VPs of Engineering, and developers alike. When something breaks, needs clarification, or could be better, you’re the first call.
Unblock customers quickly: Help customers integrate Fern into their stack (e.g., CI/CD), debug issues, and adopt best practices. This may involve diving into our codebase to make improvements.
Translate feedback into product improvements: Identify feature gaps, confusing workflows, or out-of-date documentation that slow down our users. Work with product and engineering to turn that feedback into shipped improvements.
Influence the roadmap: Some customer requests are small fixes; others challenge core product assumptions. You’ll provide the context needed to build what customers actually want.