Customer Success Engineer

Hasbro; Boston (MA); On-site; USD 125,000 - 163,000; Full time

Benefits offered by this job

Health & Wellness

Time Off

Financial Well-being

Life & Family

Volunteer Initiatives

Learning & Development

Exclusive Perks

Job summary

Hasbro is seeking a Customer Success Engineer to bridge the platform and partners within the AI Studio, guiding character experiences from prototype to production. You will collaborate with engineering, product, and partner teams to ship faster and reduce hand-holding via reusable SDKs and clear examples.

You will own customer engagements, craft developer docs, and iterate on onboarding paths and integration patterns. A software engineering background with AI/LLM experience is preferred.

Qualifications

• 2+ years of software engineering experience shipping production systems
• Experience integrating LLM APIs in production contexts and handling latency, cost, and failure modes
• Direct experience working with customers or partners in a technical capacity
• Ability to craft developer docs or code samples that others can reuse

Responsibilities

• Work with customers and partners to prototype and implement character experiences from first integration through production launch
• Share responsibility for the SDK, code examples, and customer-facing docs with the engineering team
• Act as the eyes and ears on the customer experience to identify pain points and opportunities
• Collaborate with engineering and product management to turn field learnings into platform roadmaps
• Design onboarding paths and integration patterns to reduce future support needs

Skills

Software engineering

LLM integrations

Customer engagement

Documentation

Tools

LLM APIs (OpenAI, Gemini, Anthropic)

Job description

We take play seriously. We’re looking for curious adventurers ready to find their party, fueled by imagination and drive to build what’s never been built before. At Hasbro and Wizards of the Coast, you’ll collaborate with passionate teams to reimagine our iconic brands and create experiences that spark joy, connection, and community through the magic of play. This is your chance to shape legendary play that lasts a lifetime.

We're building something new inside our AI Studio, and we're looking for a Customer Success Engineer to help shape it with us. This role sits at the center of a new and constantly evolving business area. The problems are still taking shape, and the systems are actively being built. What excites us is the opportunity to push the boundaries of what stories and characters can be and to use technology to bring iconic IP to life in ways never before imagined.

We work where storytelling, imagination, and technology converge. Our focus is on defining and building the core systems that transform characters and worlds from something audiences watch into something they can interact with and engage over time.

This role is the bridge between our platform and the partners building on it. Working within the engineering team, this Customer Success Engineer will help customers take character experiences from first prototype through production, then turn what they learn in the field into a platform that needs less hand-holding each time. Success here means partners shipping faster, and the internal team never being surprised by what customers are experiencing.

What You'll Do

Knowing is half the battle. Implementing is the other. One week you're pairing with a partner team to get their first character experience working; the next you're turning that engagement's rough edges into a better SDK, a clearer code example, or documentation that answers the question before it gets asked. Either way, you stay through the build. The job starts, not ends, at the demo.

• Work with customers and partners to prototype and implement character experiences on our platform, from first integration through production launch.
• Share responsibility for the SDK, code examples, and customer-facing documentation with the rest of the engineering team, improving each with every engagement.
• Serve as the internal team's eyes and ears on the customer experience: where partners struggle, where they succeed, and what they build that surprises us.
• Work with engineering and product management to turn field learnings into concrete platform roadmap features.
• Build the integration patterns and onboarding paths that let the next partner need less direct help than the last.

What You'll Bring

• 2+ years of software engineering experience shipping production systems: code real users depend on, with the testing, review, and operational habits that implies.
• Direct experience integrating LLM APIs (OpenAI, Gemini, Anthropic, etc.) in a production context. You've dealt with their failure modes, latency, and cost, not just their happy path.
• A track record of working directly with customers or partners in a technical capacity: integrations, onboarding, solutions work, or consulting where you owned the outcome.
• Documentation and example craft: developer docs or code samples that other teams successfully built from without you in the room.
• Comfort working where the structure is still forming. Priorities shift, the playbook doesn't exist yet, and part of the job is writing it.

Extra Credit

• A degree or academic background in computer science, data science, or a related quantitative field.
• Familiarity with voice AI services, including text-to-speech (ElevenLabs) and/or speech-to-text (AssemblyAI).
• Developer relations, developer education, or technical writing experience.
• Background in entertainment, gaming, or IP-driven products.

The pay transparency range for this role is listed below. The hiring range will vary based on factors such as experience, skills, location and market conditions. Additionally, employees may be eligible for annual and long-term incentives as part of their overall compensation package.

Pay Range

$124,800 — $162,700 USD

Employees may be eligible for annual and long-term incentives as part of their overall compensation package, depending on role, location, and eligibility. Benefits and programs may include:

• Health & Wellness
• Time Off to Recharge
• Financial Well-being
• Life & Family Support
• Volunteer and Community Initiatives
• Learning & Development
• Exclusive Perks

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