Customer Success Engineer

Job Description

Job Description : Customer Success Engineer

Location : Surat (Onsite)

Experience : 3–4 years

About Us

We are building next-generation video and live-streaming infrastructure, enabling developers and businesses to integrate high-quality audio / video experiences seamlessly into their applications. As part of our growth, we are looking for a Customer Success Executive to join our team in Surat.

Role Overview

As a Customer Success Engineer, you will play a critical role in ensuring our customers derive maximum value from our platform. You will work closely with clients to assist in onboarding, provide technical support, resolve challenges, and build strong, long-term relationships. This role requires a blend of customer empathy, technical understanding, and problem-solving skills.

Key Responsibilities

Support customers in onboarding, setup, and adoption of our platform.

Troubleshoot and debug customer issues (basic JavaScript knowledge preferred).

Work with APIs, SDKs, and Postman to assist clients effectively.

Collaborate with internal product and engineering teams to resolve complex issues.

Create training materials, FAQs, and technical documentation for customer enablement.

Track customer health, proactively address risks, and drive retention.

Gather customer feedback and share insights with internal teams for product improvement.

Promote product value by identifying upsell and cross-sell opportunities.

Requirements

3–4 years of experience in Customer Success, Technical Support, or Account Management.

Strong understanding of APIs, SDKs, and Postman.

Ability to debug basic code

Technical Background (CSIT)

Familiarity with analytics and dashboard tools such as Grafana or Amplitude.

Strong communication and interpersonal skills to build trusted relationships.

Problem-solving mindset with excellent organizational skills.

Customer-first attitude with the ability to manage multiple accounts simultaneously.