Technical Customer Success Engineer

Fresher Jobs Hub

Available Locations: Johannesburg, Gauteng

Job Description

Job Summary


Fresher Jobs Hub is looking for a Technical Customer Success Engineer (CSE) who can sit at the intersection of product, engineering, and customer-facing teams. You will be the technical owner of post‑sales success: onboarding new customers, solving complex product and integration issues, driving adoption, and turning customers into long‑term advocates. If you love debugging, mapping business goals to technical solutions, and explaining complex ideas in simple language, this role is for you.



Key Responsibilities



  • Own onboarding & adoption



    • Lead technical kick-offs, solution design sessions, and implementation plans.

    • Configure integrations (APIs, webhooks, SSO, data pipelines) and validate end‑to‑end success criteria.



  • Technical support & issue resolution



    • Triage, reproduce, and resolve Level 2/3 issues using logs, APIs, SQL queries, and monitoring tools.

    • Create scalable workarounds and contribute permanent fixes via product/engineering partners.



  • Customer advocacy



    • Translate recurring customer pain points into actionable product requirements.

    • Participate in roadmap prioritization with Product Management.



  • Proactive success management



    • Monitor account health, usage metrics, and risk signals; prepare QBRs/EBRs with value narratives.

    • Build playbooks to prevent churn and increase expansion/upsell opportunities.



  • Knowledge enablement



    • Write technical how‑tos, runbooks, and internal/external KB articles.

    • Host webinars, training sessions, and office hours for customers and internal teams.



  • Tooling & process excellence



    • Work inside CRM, CSM, and ticketing platforms (e.g., Salesforce/HubSpot, Gainsight/Planhat, Zendesk/Jira).

    • Contribute to SLAs/SLOs and continuously improve support and success processes.



  • On-call/incident participation



    • Participate in incident response bridges, communicate status to stakeholders, and contribute to post‑mortems.





Required Skills and Qualifications



  • Bachelor’s degree in Computer Science, Engineering, Information Technology, or equivalent practical experience.

  • 2+ years in a technical customer-facing role (Customer Success Engineering, Solutions Engineering, Technical Support, Dev Support, or similar).

  • Strong hands-on ability with:



    • APIs/REST, JSON, Postman/Insomnia

    • Basic scripting (Python, Bash, or JavaScript)

    • SQL for data validation and troubleshooting

    • Logs & monitoring (e.g., Kibana, Datadog, Grafana) is a plus



  • Solid understanding of web technologies (HTTP, SSL/TLS, DNS, OAuth/SAML/SSO).

  • Experience working with SaaS products and cloud platforms (AWS/GCP/Azure preferred).

  • Excellent communication, stakeholder management, and documentation skills.

  • Ability to context-switch quickly, manage multiple accounts/projects, and meet SLAs.



Experience



  • Proven track record of:



    • Implementing or supporting B2B SaaS products.

    • Running technical onboarding/implementation projects end-to-end.

    • Partnering with product and engineering teams to drive customer outcomes.



  • Bonus points for:



    • Experience with CSM platforms (Gainsight, Totango, Planhat).

    • Working in startups or fast-scaling environments.

    • Certifications (e.g., AWS Cloud Practitioner, SQL, ITIL, PMP/Agile) – nice to have, not mandatory.





Working Hours



  • Full-time, with flexibility.

  • Core collaboration window aligned with IST (Asia/Kolkata), with the ability to overlap 2–3 hours with US/EU time zones when needed for key customer meetings or incident bridges.

  • Rotational participation in on-call/after-hours support for priority incidents (with compensatory time-off or stipend, as applicable).



Knowledge, Skills, and Abilities



  • Customer-centric problem solver with strong ownership mindset.

  • Analytical thinker able to dissect complex systems and communicate root causes clearly.

  • Data-driven: comfortable defining and tracking health scores, adoption metrics, and ROI.

  • Process-oriented with a knack for building repeatable playbooks and automation.

  • Collaboration-first attitude; able to influence without authority across functions.

  • Clear and concise communicator—equally comfortable talking to engineers and executives.



Benefits



  • Competitive salary and performance-based incentives.

  • Remote-friendly / Hybrid work flexibility (depending on location and team needs).

  • Learning & development budget for certifications, conferences, and courses.

  • Health insurance and wellness benefits (as per company policy).

  • Generous paid time off, including sick leave and comp-offs for on-call duty.

  • Fast-track career growth with exposure to product, engineering, and GTM teams.



Why Join Fresher Jobs Hub?



  • Work at a high-impact, customer-obsessed company where your voice shapes product and process.

  • Own mission-critical customer outcomes from day one.

  • Collaborate with a smart, humble, and supportive cross-functional team.

  • Opportunity to design scalable CSE frameworks and grow into leadership or specialist tracks (Solutions Architecture, Product, or CS Ops).



How to Apply



  1. Send your resume (PDF preferred) to careers@fresherjobshub.com with the subject line: “Technical Customer Success Engineer – ”

  2. Include a brief cover letter or email explaining:



    • A complex technical issue you debugged end-to-end.

    • How you improved retention/adoption or influenced product direction.



  3. (Optional but encouraged) Share:



    • GitHub, portfolio, blog posts, or technical writing samples.

    • Any dashboards, playbooks, or tooling you built to improve CS outcomes.



  4. Shortlisted candidates will go through:



    • Intro/fit call

    • Technical deep-dive & troubleshooting exercise

    • Customer scenario / stakeholder management round

    • Final culture & values interview



Apply Now

Similar Jobs