MSP Success Engineer

Hatz AI•New York City, NY

3d•Hybrid

About The Position

We're looking for an experienced, detail-driven MSP Success Engineer to take ownership of the operational work currently handled by our Account Executives — support escalations, billing issues, and technical onboarding — freeing our sales team to focus on driving revenue. In this role, you'll own issues from first contact through resolution, build scalable and repeatable processes, and leverage AI-driven automation to continuously improve efficiency. Based in our office in New York City's vibrant Flatiron District, we're building cutting-edge AI technology at the forefront of the industry. At Hatz AI, you'll work hands-on with state-of-the-art AI tools and help MSPs and SMBs adopt AI with confidence. We're in the middle of a real AI transformation — employees across America are already using AI tools to get ahead, but businesses need a trusted, secure way to embrace that shift. That's where we come in, and where you'll make your mark. As an MSP Success Engineer reporting to the Director of Channel Sales, you'll play a critical role in driving company growth — managing partner relationships and ensuring our MSPs have a seamless experience and maximum success on our AI platform.

Requirements

2–4 years of experience in Customer Success, Sales Engineering, Solutions Consulting, or Technical Support, ideally within a B2B or B2B2B SaaS environment
Strong technical aptitude, with the ability to learn a SaaS platform in depth and confidently answer partner questions
A high degree of ownership and comfort operating independently in a standalone, individual-contributor role
Familiarity with AI and automation tools (e.g., Claude, ChatGPT, Retool, Zapier) or a strong aptitude for learning them

Nice To Haves

Experience with the MSP or broader channel/partner sales ecosystem
Hands-on experience with Salesforce, Retool, or similar internal tooling platforms
Experience developing SOPs or process documentation from the ground up

Responsibilities

Serve as the primary owner of support escalations and billing issues handed off from the sales team. Diagnose root causes and manage resolution end-to-end, coordinating with Support, Engineering, or Finance as needed.
Provide hands-on technical support when a partner needs help onboarding an ICP A or B MSP, guiding the MSP through the platform and answering product questions directly.
Document recurring issues into repeatable processes and apply AI tools to automate manual steps, continuously improving the efficiency of the function.