Customer Success Engineer

Autumn Labs Inc.; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Autumn Labs Inc. in the United States is seeking a Customer Success Engineer to help manufacturing customers succeed with our analytics platform. You will work directly with factory teams during onboarding, configure data flows, and create dashboards.

This hybrid role blends technical support with onboarding, scaling support systems, and improving customer docs. You will serve as front line for support across Slack, email, and async channels, and liaise with engineering for feedback.

Qualifications

• 1-3 years in technical support, onboarding, or a customer-facing engineering role.
• Familiarity with debugging logs, system health, and basic infrastructure tools.
• Clear written communication and process-oriented thinking.
• Ability to build trust with factory teams and keep things running smoothly.
• Comfortable managing multiple conversations and support threads concurrently.
• Experience supporting a SaaS analytics or monitoring product.
• Exposure to real-time data, logs, or telemetry.
• Ability to write guides, FAQs, or playbooks for users and teammates.

Responsibilities

• Guide new customers through setup and deployment
• Verify data flow and dashboard accuracy for early accounts
• Troubleshoot integration issues related to networking, agents, and infrastructure
• Maintain support docs and improve onboarding content
• Provide Tier 1 and Tier 2 support across Slack, email, and async channels
• Act as a bridge between customers and engineering for feedback and bugs

Skills

Customer onboarding

Technical support

SaaS analytics

Communication

Problem solving

Dashboard configuration

Tools

Slack

Monitoring tools

Job description

We\'re hiring a Customer Success Engineer to help our manufacturing customers succeed with Autumn Labs. You\'ll work directly with factory teams during onboarding, help configure data flow and analytics dashboards, and serve as the front line for support.

This is a hybrid technical support and onboarding role — ideal for someone who enjoys solving real problems, supporting users, and influencing product direction from the field. You\'ll also play a key part in scaling our support systems and improving customer documentation.

• Guide new customers through setup and deployment
• Verify data flow and dashboard accuracy for early accounts
• Troubleshoot integration issues related to networking, agents, and infrastructure
• Maintain support docs and improve onboarding content
• Provide Tier 1 and Tier 2 support across Slack, email, and async channels
• Act as a bridge between customers and engineering for feedback and bugs
• 1-3 years in technical support, onboarding, or a customer-facing engineering role
• Familiarity with debugging logs, system health, and basic infrastructure tools
• Clear written communication and process-oriented thinking
• Ability to build trust with factory teams and keep things running smoothly
• Comfortable managing multiple conversations and support threads concurrently
• Experience supporting a SaaS analytics or monitoring product
• Exposure to real-time data, logs, or telemetry
• Ability to write guides, FAQs, or playbooks for users and teammates

Apply for this position

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