Radiance is looking for a customer success engineer to act as a technical partner for customers, ensuring successful product implementation, adoption, and troubleshooting to maximize value. Someone who can blend customer service with technical expertise to manage onboarding, resolve technical issues, provide training, and act as a bridge between users and internal engineering teams.
Primary Duties
- Diagnose complex technical issues and act as an escalation point for support teams.
- Educate customers on best practices, new features, and optimization strategies.
- Act as the voice of the customer, relaying feedback to product and engineering teams to improve the user experience.
- Build strong, trust-based relationships with clients to drive long-term loyalty and satisfaction
- Typical daily activities would include:
- Conducting product demos for users or stakeholders.
- Analyzing logs to troubleshoot API failures.
- Meeting with customers to review usage data and success metrics.
- Documenting product bugs and feature requests for developers
Required Qualifications
- 3-5+ years of experience in technical support, sales engineering, or account management role
- Bachelor’s degree in computer science, information technology, engineering, or related technical field
- Ability to explain complex technical concepts to non-technical stakeholders, strong active listening, and relationship-building skills.
- Proactive, consultative approach to identifying risks, resolving technical issues, and preventing churn.
- US Citizenship
- Must have or be able to obtain a Top Secret Clearence
Desired Qualifications
- Previous project development and leadership positions
- Familiarity with CRM systems (EspoCRM) and ticketing systems is highly valued
- Relevant industry certifications (e.g., AWS, CCIE, ITIL)
