Customer Success Engineer: AI-Driven SaaS Support

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, 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.