Senior Customer Success Engineer (EST)

WunderGraph • Miami, FL

5d • Remote

About The Position

As our Senior Customer Success Engineer you will combine technical expertise with customer empathy to deliver world-class support across the entire customer journey. The role is not just about troubleshooting. From the implementation to ongoing support and ticket resolution, you will own the technical customer relationship. You will triage, debug and resolve issues and when needed you are also able to ship fixes or implement small features. All the while looking to delight our customers and create an incredible experience for them. Think of yourself as the customer-arm of the engineering team bringing technical expertise to the frontlines of client interactions.

Requirements

• Solid experience in a technical support, customer-facing engineering, or solutions engineering role.
• Solid engineering background with hands-on experience across modern backend/web stacks (APIs, auth, networking, observability).
• Strong debugging skills and confidence navigating complex systems.
• Excellent written communication, you can explain technical concepts clearly and calmly , without losing technical detail.
• Proven ability to handle support volume with strong prioritization and time management .
• Experience working with ticketing tools such as Zendesk/Pylon or Jira/Linear .
• Ability to work independently, take ownership, and drive issues to resolution.
• Strong documentation habits: you write things down , keep them updated, and make them easy for others to use.

Nice To Haves

• Experience supporting high-profile or high-scale customers in shared channels (Slack Connect setups).
• Ability to write small scripts or automation to speed up debugging or reduce repetitive work.
• Knowledge of APIs, GraphQL, TypeScript/Node.js, databases, or cloud environments.

Responsibilities

• Develop deep product expertise and confidently guide customers through complex issues and workflows.
• Own cases end-to-end — from first report to resolution — within SLA times , clear updates, and consistent follow-through .
• Shield engineering teams from daily flow of customer requests , while still ensuring customer needs are met with urgency and accuracy.
• Implement smaller bug fixes, patches, and customer-requested enhancements where possible.
• Translate customer conversations into structured, actionable engineering work (more major bug reports, feature requests, investigations).
• Work with the engineering team on the implementation of the feature requests from customers and bug fixes.
• Create tutorials, customer walkthroughs, and step-by-step enablement content when needed to prevent repeat issues.
• Keep support operations clean and predictable through disciplined use of Pylon, Linear, and internal triage workflows .

Benefits

• Work from wherever you thrive—we’re fully remote and globally distributed.
• Pick your preferred work hardware
• We focus on getting stuff done, and on having fun whilst doing so: work hard, play hard!
• You can make a real difference and find lots of opportunities to grow together with us
• Discretionary PTO: take the time you need to recharge
• Competitive compensation
• Depending on location, we offer healthcare benefits according to local standards
• Team retreats across the globe

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees