Customer Success Engineer

Smartlead; Pune City, Thane, Mumbai Suburban, Nagpur, Nashik; Remote; INR 25,00,000 - 42,00,000; Full time

Job summary

A leading SaaS provider seeks a Customer Success Engineer to engage with high-priority customers, troubleshoot complex technical issues, and collaborate closely with the engineering team. This role demands strong technical debugging skills and a solid understanding of email infrastructure, all within a remote-first culture that values performance and employee well-being.

Benefits

Remote-first culture

Growth opportunities

Zero fluff approach

Qualifications

• 5+ years experience in a technical customer success or support role.
• Experience with SaaS, PaaS, or developer tools.
• Ability to communicate effectively with US-based customers.

Responsibilities

• Act as the technical face of Smartlead for high-priority accounts.
• Troubleshoot complex issues and provide solutions.
• Collaborate with engineering to resolve system bugs.

Skills

Technical debugging skills

Understanding of email infrastructure

Postman, cURL usage

Hands-on with REST APIs

Clear communication skills

Basic scripting ability

Tools

Zapier

Retool

n8n

Job description

Job Title: Customer Success Engineer

Location: Remote

Company: Smartlead.ai

Experience: 5-9 years

Reports to: Head of Engineering and Customer Success

Budget: 25-42 LPA

About Smartlead.ai

Smartlead is a cutting-edge platform designed to transform cold email outreach into a reliable revenue engine. We help businesses elevate their outreach, effectively engage prospects, and drive significant revenue growth. As a bootstrapped and profitable startup, Smartlead has ranked in the top 4% of the worlds fastest-growing SaaS companies, according to ChartMogul.

About the role

Smartlead s growth depends not just on product and brand, but on how reliable, intelligent, and empowering our support experience is. We re hiring a Customer Success Engineer who thrives at the intersection of customer care and technical problem-solving.

You ll work directly with our top customers to troubleshoot complex issues, guide them through advanced use cases, and partner with engineering to resolve bugs and friction points. This is not a support agent role it s a technical ownership role where you ll be the go-to expert for Smartlead s advanced features and backend systems.

This role is ideal for someone who loves solving puzzles, thinking in systems, and turning friction into product-led growth.

What You ll Do

• As a Customer Success Engineer , you will act as the technical front line for our highest-priority customers. This role blends deep technical troubleshooting, customer advocacy, and product collaboration to deliver unmatched support experiences.
• Act as the technical face of Smartlead for our top customers and high-priority accounts.
• Own the end-to-end resolution of complex issues from first response to root cause identification and post-resolution follow-ups.
• Troubleshoot issues related to:
• Email deliverability (SPF, DKIM, DMARC, SMTP errors)
• DNS configurations
• API integrations (Zapier, Make, n8n, Retool)
• Smartlead s own inbox, warmup pools, and campaign logic
• Collaborate with Engineering to escalate and resolve deep system bugs always with clean reproduction steps, logs, and user context .
• Create internal tools, Postman collections, or scripts to debug and automate recurring issues.
• Help customers implement automations , optimize settings, and unlock advanced platform features (e.g., inbox rotation, AI-generated replies).
• Monitor Slack and support systems to triage and prioritize escalations based on impact and urgency.
• Act as the customer s voice internally sharing pain points, usability gaps, and feature requests with Product and Growth teams.
• Contribute to internal documentation, public help articles, and reusable solutions .
• Build a support experience that makes customers stay not because they have to, but because they want to.

What Success Looks Like

• You become the trusted technical partner for high-impact accounts. Customers know they can rely on you to guide them through complex issues, advanced features, and edge-case setups.
• You resolve technical tickets end-to-end, quickly and independently. Average Time to Resolution stays below 12 hours for non-blockers, and critical issues are resolved in under 1 hour.
• You maintain rapid first responses during working hours. First Response Time stays under 15 minutes, especially for high-revenue or escalated tickets.
• You handle the majority of issues without escalating to engineering. Less than 20% of your tickets require developer involvement, thanks to your strong debugging and product expertise.
• You provide clear, complete escalations when needed. Bugs escalated to engineering include full reproduction steps, user impact, and relevant logs reducing back-and-forth.
• You maintain a CSAT score above 90%. Customers consistently rate your support as timely, helpful, and outcome-driven, especially on complex use cases.
• You influence customer retention through high-quality support. Your interventions directly contribute to saved accounts, improved onboarding, or renewed deals.
• You actively support 10 20 key accounts per quarter. These include large-volume customers, custom SMTP users, or those with advanced workflows.
• You document and share what you build or learn. You contribute 2 4 public help docs, internal solutions, Postman collections, or tooling pieces every month.
• You identify and eliminate root causes of recurring problems. 80%+ of P1/P2 issues you touch are diagnosed with a clearly documented root cause and shared for long-term fixes.

You ll Excel If You Have

• You have strong technical debugging skills from working in a SaaS, PaaS, or developer tool environment.
• You understand email infrastructure deeply including SMTP, MX records, SPF, DKIM, and DMARC.
• You re comfortable using Postman, cURL, and workflow tools like Zapier, Make, n8n, or Retool.
• You re hands-on with REST APIs, know your way around JSON payloads, and can help customers debug integrations.
• You ve worked with cold email platforms, CRM tools, or outbound sales tech and understand their nuances.
• You communicate clearly, empathetically, and effectively via chat, Loom videos, or live calls with US-based customers.
• You write crisp, grammatically clean English and can explain complex things in a simple, outcome-focused way.
• You ve worked at a fast-paced B2B startup and are comfortable with ambiguity, velocity, and ownership.
• You have basic scripting ability (Node.js, Python, or Bash) to create internal tools or automate recurring issues.
• You re familiar with tools like Google Postmaster, MXToolbox, or inbox placement testers and have an interest in email deliverability or warm-up platforms.

Why Join Smartlead.ai

• Remote-first culture: Work from anywhere, as long as you get things done
• Zero fluff: High ownership, fast decisions, minimal bureaucracy
• People-first mindset: We care about performance

  and

  well-being
• Growth opportunities: As we scale, so do you