Customer Success Engineer

Fern

7d•Onsite

About The Position

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. 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Translate feedback into product improvements: Identify feature gaps, confusing workflows, or out-of-date documentation that slow down our users.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.