Customer Success Engineer

Summary

Join Fingerprint as a Customer Success Engineer and become the primary technical point of contact for our enterprise clients. Lead technical onboarding, provide ongoing support and troubleshooting, and act as a customer advocate within the company. Drive product adoption, conduct training sessions, gather customer feedback, and build strong relationships with key stakeholders. Monitor customer health metrics and provide regular reports. Collaborate with sales, product, and engineering teams to ensure customer satisfaction and success. This role requires strong technical skills, excellent communication, and a customer-focused approach. We offer a globally dispersed, 100% remote work environment.

Requirements

• 3+ years of experience in a customer-facing role, preferably as a Customer Success Engineer or Technical Support Engineer, with a focus on API products
• Must be based in the US or Canada
• Strong technical acumen with experience in JavaScript, with a demonstrated ability to create and maintain automation scripts, RESTful architecture, SQL and web services
• Exceptional troubleshooting skills with the ability to diagnose and resolve complex technical issues
• Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical stakeholders
• Demonstrated ability to understand customer needs and deliver solutions that drive success
• Proven ability to work cross-functionally with sales, product, and engineering teams to achieve common goals

Responsibilities

• Act as the primary technical resource for our customers, providing expert guidance on the deployment, integration, and optimization of our products
• Lead the technical onboarding process for new strategic customers, ensuring a smooth and efficient setup that meets their specific requirements and goals
• Provide ongoing technical support and troubleshooting to enterprise clients, addressing their concerns promptly and effectively
• Serve as the voice of the customer within the company, advocating for their needs and working with internal teams to ensure customer satisfaction
• Work closely with customers to drive product adoption, ensuring they fully leverage our solutions to meet their business goals
• Conduct training sessions and workshops to educate customers on best practices and new features, empowering them to use our products effectively
• Gather customer feedback on product performance and feature requests, collaborating with the product team to influence the product roadmap
• Build and maintain strong relationships with key stakeholders within enterprise accounts, acting as a trusted advisor and partner
• Monitor customer health metrics, usage data, and satisfaction levels, providing regular reports to internal teams and clients

Preferred Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related field is preferred
• Relevant certifications are a plus
• Knowledge of cloud computing, APIs, and enterprise-level integrations is highly desirable