Founding Customer Success Engineer

Minerva•New York, NY

8h•$149,000 - $189,000•Onsite

About The Position

Minerva is hiring its first customer success engineer to help customers get value from its AI marketing platform without needing to wait for an individual employee to answer questions. The role owns the customer support queue, diagnoses incoming issues, and turns useful answers into accurate, searchable resources so recurring questions do not need to be answered repeatedly. The engineer also shares recurring sources of customer friction with product and engineering so issues can be addressed in the platform itself. This is a founding individual-contributor role with no direct reports initially and no existing playbook. The position works most closely with product and engineering. It is distinct from account management, implementation, and marketing: account managers own relationships and renewals, solutions architects and forward deployed engineers build customer pipelines, and this role supports customers who already use Minerva. The position is based in person at Minerva's office at 300 Kent Avenue in Williamsburg, Brooklyn. The posted base salary range is $149,000–$189,000, depending on experience. The role includes equity and medical, dental, and vision coverage. Other full-time benefits include unlimited PTO, a monthly fitness stipend, and an annual company offsite.

Requirements

At least 3 years of experience in customer success engineering, technical support, solutions, or a technical account role; experience at a data, martech, adtech, or developer-tools company is ideal.
SQL skills and comfort working with APIs, including the ability to read a schema and investigate why a result was incorrect.
Ability to diagnose problems rather than simply escalate them, with an example of independently investigating a difficult issue.
Clear writing skills and experience creating documentation or a knowledge base that people used.
A preference for solving an issue once for all customers rather than repeatedly for individual customers.
Located in New York City or willing to relocate.
Authorization to work in the United States; visa sponsorship is considered case by case.

Nice To Haves

Publicly available technical documentation the candidate has written.
Experience running support on Pylon, Intercom, Zendesk, or a similar tool.
Knowledge of identity resolution, CDPs, match rates, or marketing data.
Experience creating short product explainer videos.

Responsibilities

Own the Pylon support queue and shared customer channels, including triage, response times, and the initial review of incoming issues.
Reproduce and diagnose customer issues, resolve them where possible, and provide engineering with a substantive diagnosis and reproduction when escalation is needed.
Build and maintain a knowledge base from scratch, turning recurring questions into articles, how-to guides, and short videos covering platform features and limits, API use, audience building, and campaign briefs.
Own and improve the self-serve customer journey from first login to first result.
Share recurring customer questions with product, ranked by frequency, to help resolve friction in the platform rather than only in documentation.
Create the customer success playbook, including escalation paths, response standards, and onboarding checklists.