Customer Success Engineer, Part Time
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Job Description
Customer success and support engineer helping customers use Sciemo’s AI platform for consumer-goods planning. Running trainings, office hours, documentation, and support while turning feedback into product improvements.
Responsibilities:
- Serve as the primary customer point of contact and run regular office hours, including dedicated sessions per client
- Bring in engineering and the wider team for deeper answers while owning the customer relationship
- Develop methods, cadence, and communication style for useful customer sessions
- Run virtual trainings and onboarding sessions to help customers realize product value
- Build repeatable enablement formats, walkthroughs, and scalable materials
- Create and maintain user documentation, guides, how-tos, and knowledge base content for ONE
- Keep documentation current and create articles for recurring questions
- Own the customer support queue, including receiving, triaging, and handling access, account, sign-in, data correction, configuration, and how-to requests
- Keep customers informed against response and resolution targets and close the loop on follow-up work
- Reproduce and diagnose genuine product issues and raise well-evidenced bugs or incidents for engineering
- Evaluate customer suggestions, identify patterns, and turn feedback into prioritized feature requests
- Advocate for customer needs and help improvements reach production
- Handle first- and second-line support, escalating code-change or infrastructure work to engineering with diagnosis attached
- Use elevated product access while leaving internal corporate systems to engineering
- Improve customer retention, reduce support volume through training and documentation, and surface product improvements
Requirements:
- Based in the United States and able to work US business hours
- Excellent written and spoken customer-facing communication
- Comfort running live trainings and office hours
- Strong writing skills for creating clear, reusable guides
- Disciplined use of a ticketing system, including clear classification
- Technical fluency to reproduce bugs, read error messages, understand single sign-on and multi-factor authentication, and investigate permissions problems
- Sound judgment about when and how to escalate, with evidence-based handoffs to engineering
- Ability to identify recurring problems or requests and turn them into concrete product proposals
- Nice to have: experience in customer success, customer training, or enablement for a B2B software product
- Nice to have: B2B software support desk experience and familiarity with a service-desk tool such as Jira Service Management
- Nice to have: experience building user documentation or a knowledge base
- Nice to have: exposure to an ITIL-style service model
- Nice to have: comfort using AI assistants for triage, classification, and drafting
- Software-engineering background is not required
Benefits:
- Part-time contract role with opportunity for more hours
- Company-sponsored travel to New York City for in-person collaboration sessions one week each month
- Equal opportunity and diversity, inclusion, and equitable hiring practices
- Accommodations available during the hiring process
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