Subject Matter Expert (US)

Antavo • New York, NY

2d • Remote

About The Position

We are looking for a Technical Customer Success Engineer to serve as a trusted technical partner to our customers both before and after their loyalty program goes live. This role is focused on long-term customer success, combining deep product and technical expertise with strong relationship management and communication skills.
You will work closely with customers to ensure their solution remains stable, scalable, and aligned with their evolving business needs, while proactively guiding them on best practices and optimal platform usage.

Requirements

• Proven experience in a customer-facing technical role in a SaaS environment
• Excellent communication and relationship-management skills, with the ability to earn and maintain customer trust
• Strong problem-solving skills and a structured, analytical mindset
• Ability to translate technical concepts into clear, actionable guidance for customers
• Experience working with live production systems and customer environments
• Strong task prioritisation and ownership skills across multiple customers
• Familiarity with issue and project-tracking tools such as Jira
• Understanding of software development processes and release cycles
• A calm, pragmatic approach in escalated or high-impact situations

Nice To Haves

• Good overview and understanding of web technologies (RESTful web services, JavaScript frameworks, APIs, SDKs) and databases (both SQL and NoSQL)
• Experience with loyalty business use cases
• Experience with loyalty or CRM technical solutions & loyalty / CRM implementation projects
• Experience with customer lifecycle
• Work experience at a SaaS company and/or in a customer service role
• Familiarity with e-commerce (Magento, Shopify) and marketing CRM/automation platforms (Salesforce, Oracle, Emarsys)

Responsibilities

• Serve as the primary technical point of contact for customers in the post-go-live phase
• Build and maintain strong, long-term relationships with customer stakeholders, both technical and non-technical
• Develop a deep understanding of each customer’s setup, integrations, data flows, and business use cases
• Proactively identify technical risks, limitations, or optimisation opportunities and communicate them clearly
• Support customers with complex technical questions, advanced configurations, and platform behaviour
• Explain technical topics, trade-offs, and recommendations in a structured, customer-friendly way
• Guide customers towards effective self-service usage of the platform and Backoffice
• Act as a bridge between customers and internal teams such as Customer Operations, Customer Success, Engineering, and Product, ensuring context is preserved
• Contribute customer feedback and insights into product and engineering discussions
• Support customers through platform changes, upgrades, and new feature adoption
• Continuously deepen product, domain, and customer knowledge

Benefits

• The opportunity to quickly advance in your career
• AntavoCare health insurance benefit
• International vibe: our working language is English, and we have 100 colleagues from 8 different nationalities
• A dynamic, no corporate-BS environment to learn, grow, and really make an impact
• You will have a strong team around you to support you in reaching your goals

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed