Customer Success Engineer

Summary

Join Rasa as a Senior Customer Success Engineer and become the Rasa expert for Enterprise customers, collaborating with them as a trusted partner to accelerate their adoption of Rasa's solutions. You will be responsible for providing technical guidance, strategic advice, and proactive support to ensure customer satisfaction and success. This role involves working closely with customers to optimize their AI assistants, resolve issues, and champion an environment for ongoing strategic customer success. You will also contribute to Rasa's product development by capturing and communicating customer insights. As a Senior Customer Success Engineer, you will have the opportunity to grow within Rasa and potentially take on Resident AI Engineer (RAI) missions, working directly with clients on their AI projects. This role is based in Germany or Serbia, with work authorization/visa sponsorship only available in Germany.

Requirements

• Deep technical expertise in Rasa and conversational AI development as well as on-premise infrastructure management
• A minimum of 5 years of professional work experience with Rasa or equivalent
• Experience serving as part of a key customer leadership team, working with technical and business decision-makers
• Experience with either Python or Full Stack apps that run in the cloud, ideally DevOps experience with Kubernetes
• Ability to act as an industry-encouraging leader in both customer meetings and public settings

Responsibilities

• As part of Rasa’s customer success engineering team, collaborate with multiple customers to ensure successful adoption and satisfaction with Rasa products
• Provide technical guidance and strategic advice to help customers optimize their AI assistants, with a focus on best practices and long-term success
• Support customers through proactive and reactive issue resolution, escalating to technical teams when necessary
• Provide proactive, consultative advice to help optimize the performance of our customers’ Rasa deployments
• Help champion an environment for ongoing strategic customer success
• Capture and communicate customer insights to Rasa’s product and engineering teams to help shape product development
• Participate in Rasa internal training and education sessions
• RAIs embed within customer teams or support multiple clients, actively engaging in coding, model deployment, and real-time issue resolution

Benefits

• Flexible hours and a dedicated remote budget
• A stipend for professional development fund & 6 paid education days to help you grow within your role
• 26 days of PTO
• A Macbook, and other tech to help you to do your job
• We have regular remote team events, as well as a company-wide offsite annually
• Health benefits Private Health optional (Serbia Only)