Job Description

About The Role

We are seeking a dynamic and technically skilled Customer Success Engineer specializing in AI Agents to join our team in South Africa. This role is perfect for individuals who possess a blend of technical aptitude and a passion for customer engagement. You will be responsible for configuring AI agents, managing prompts and workflows, and ensuring that our clients have a seamless experience with our products.

The Customer Success Engineer will work directly with customers to diagnose configuration issues, reproduce problems, and test fixes end to end. Your ability to communicate effectively and follow through on customer needs will be essential to the success of this position. You will maintain customer ownership, focusing on account health, retention, and expansion.

In this role, you are expected to have a proactive approach, ensuring that customers can independently go live by Day 7. The position requires availability during US business hours, providing an exciting opportunity to work with a diverse range of clients across different time zones.

Responsibilities

Configure AI agents, prompts, and workflows to meet customer specifications
Reproduce customer-reported problems and diagnose configuration issues
Test fixes end to end to ensure a seamless customer experience
Communicate effectively with customers regarding their needs and updates
Follow through on customer inquiries and support requests
Maintain account health through regular check-ins and performance reviews
Focus on customer retention and expansion strategies
Ensure same-day movement on urgent customer requests and issues
Facilitate independent customer go-live by Day 7
Collaborate with integration engineers for any custom API needs
Document all customer interactions and technical configurations for future reference

Requirements

Proven experience in customer success or a similar role
Technical aptitude with a strong understanding of AI agents and workflows
Excellent communication skills and ability to work directly with customers
Strong problem-solving skills with the ability to diagnose and troubleshoot issues
Ability to work independently and manage multiple customer accounts
Experience in a technical support or engineering role is a plus, but coding is not required
Willingness to work during US business hours
Strong organizational skills and attention to detail

Nice to Have

Familiarity with AI technologies and platforms
Experience in customer relationship management (CRM) software
Background in a technical field such as engineering or IT
Knowledge of integration processes and custom API functionalities
Previous experience in a fast-paced startup environment

Benefits

Opportunity to work in a cutting-edge field with AI technologies
Professional development and growth opportunities within the company
Collaborative and supportive team environment
Engagement with diverse customer accounts
Chance to influence customer success strategies and practices
Remote work flexibility, allowing you to work from anywhere in South Africa

We welcome applicants from diverse backgrounds and experiences. Join us in making a difference for our customers while advancing your career in the exciting world of AI technology.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.