Customer Success Engineer

HookedCRM; Columbia (MD); On-site; USD 90,000 - 120,000; Full time

Job summary

HookedCRM is a unified workspace that combines calling, scheduling, lead management, and reporting, designed to scale from small teams to large organizations. We’re hiring a Customer Success Engineer to join our support team and serve as a frontline technical resource for customers using our CRM, telephony, automation, and AI-powered features.

This role focuses on exceptional customer service and maintaining high support standards.

Qualifications

• Experience in SaaS customer support or technical support role.
• Strong commitment to customer service and professionalism.
• Ability to explain technical information clearly to technical and non-technical customers.

Responsibilities

• Provide responsive, professional, and technically accurate support across email, chat, ticketing, and other channels.
• Own customer issues from initial contact through resolution.
• Maintain clear, timely communication with customers during investigations.
• Coordinate with engineering and product teams on bugs, known issues, and platform changes.
• Provide actionable feedback to the product team.

Skills

Customer support

Technical support

Troubleshooting

Ownership

Communication

Tools

Zendesk

Freshdesk

HubSpot

Slack

Notion

GitHub

Twilio

Job description

HookedCRM is a unified workspace that combines calling, scheduling, lead management, and reporting, so teams can work efficiently without switching between multiple tools. The platform is designed to scale from small teams to large organizations, supporting workflows from the first call through final reporting. HookedCRM also offers Tacklebox AI, an AI suite that listens to calls in real time, transcribes conversations, provides live suggestions, and automatically updates the CRM. This combination of powerful telephony, workflow automation, and AI-driven insights helps customer-facing teams stay focused on closing deals and improving performance.

Hooked CRM is hiring a Customer Success Engineer to join our customer support team and serve as a frontline technical resource for customers using our CRM, telephony, automation, and AI-powered features.

This role is centered around two priorities above everything else: exceptional customer service and consistently high support standards .

The Support Engineer will be responsible for helping customers resolve issues quickly, communicating clearly throughout the process, and ensuring every interaction reflects the level of professionalism, responsiveness, and ownership we expect from the Hooked CRM brand.

This is not simply a technical troubleshooting role. We are looking for someone who understands that the quality of the customer experience matters just as much as solving the issue itself.

You will work closely with customers, our internal support team, engineering, product, and customer success to resolve problems, identify recurring issues, improve support processes, and help maintain a high standard of service as Hooked CRM continues to scale.

What you'll do:

• Provide responsive, professional, and technically accurate support across email, chat, ticketing, and other customer support channels.
• Treat customer experience as the top priority in every interaction.
• Take ownership of customer issues from initial contact through resolution rather than simply passing problems between teams.
• Maintain clear and timely communication with customers while issues are being investigated.
• Set appropriate expectations around troubleshooting, escalation, and resolution.
• Ensure customers feel informed and supported even when an issue requires additional engineering investigation.
• Follow established service-level expectations for response times, follow-up, escalation, and resolution.
• Maintain a professional, calm, and solutions-focused approach when working with frustrated or high-priority customers.
• Help ensure that every customer receives a consistent level of support regardless of account size or issue complexity.
• Work closely with the engineering team when investigating bugs, infrastructure problems, and complex technical issues.
• Provide structured and actionable customer feedback to the product team.
• Partner with Customer Success during onboarding, configuration, migrations, and complex customer implementations.
• Coordinate with product and engineering teams around product releases, known issues, and upcoming platform changes.
• Help ensure support teams are prepared to assist customers when new functionality is released.
• Serve as a reliable communication bridge between customers and internal technical teams.

What We’re Looking For

• Experience in SaaS customer support, technical support, help desk support, support engineering, or a similar customer-facing technical role.
• Strong commitment to customer service and maintaining high professional standards.
• Ability to communicate technical information clearly to both technical and non-technical customers.
• Strong troubleshooting and problem-solving skills.
• Ability to remain organized while managing multiple customer issues simultaneously.
• Strong sense of ownership and accountability.
• Ability to investigate an issue independently before escalating it.
• Comfortable working with technical concepts including APIs, webhooks, HTTP errors, logs, and software integrations.
• Experience supporting CRM, communications, call-center, or SaaS software is strongly preferred.
• Familiarity with telephony concepts such as Twilio, SIP, PSTN, or VoIP is strongly preferred.
• Ability to work effectively in a fast-moving SaaS environment.

Technical Experience

Experience with any of the following is beneficial:

• Twilio, SIP trunking, PSTN / VoIP
• Call-center or contact-center software
• Application and server logs, APIs and webhooks, HTTP status codes
• AWS
• CRM systems
• Zendesk, Freshdesk, HubSpot, or similar ticketing platforms
• Slack, Notion, GitHub

You do not need to be a software engineer, but you should be comfortable investigating technical issues and communicating effectively with engineering teams.

Nice to Have

• Experience supporting call-center or communications platforms such as Five9, RingCentral, Twilio, or similar products.
• Experience supporting CRM or sales software.
• Familiarity with insurance, financial services, or other regulated industries.
• Understanding of telecommunications compliance concepts such as TCPA and STIR/SHAKEN.
• Experience with support automation or AI-assisted support tools.
• Experience creating technical documentation and troubleshooting guides.
• Experience supporting enterprise or high-volume customers.