Customer Success Engineer - Level 1

Ouster; San Francisco (CA); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Base salary $80,000 – $110,000 per year

Equity eligibility

Comprehensive benefits package

15 vacation days / 10 paid holidays annually

401(k) match up to 4%

Employer-covered medical, vision, dental plans

Job summary

A technology company specializing in sensors seeks a Customer Success Engineer in San Francisco. In this role, you will onboard customers, troubleshoot LiDAR issues, and advocate for product improvements. Ideal candidates will have strong Linux and networking skills, along with a focus on customer satisfaction. The position offers a competitive salary and various benefits.

Qualifications

• Proficiency in command-line and system administration on Linux.
• Knowledge of TCP/IP, UDP, DNS, DHCP, VLANs, PTP.
• Experience with scripting for log parsing.

Responsibilities

• Lead post-sale technical onboarding and guide customers through sensor integration.
• Perform root-cause analysis for complex issues.
• Triage inbound support requests and resolve malfunctions.

Skills

Linux proficiency

Networking expertise

Python scripting

Familiarity with ROS/ROS2

Tools

Diagnostic tools (tcpdump, Wireshark, etc.)

Job description

Customer Success Engineer - Level 1

Ouster is building sensors for robotics, drones, and autonomous vehicles. We need a Customer Success Engineer to onboard customers, troubleshoot LiDAR issues, and advocate for product improvements.

Key Responsibilities

• Lead post‑sale technical onboarding and guide customers through sensor integration, network configuration, and SDK/API setup.
• Validate system architecture and sensor configuration to ensure optimal performance and alignment with project requirements.
• Perform root‑cause analysis for complex hardware, firmware, networking, and software issues by analyzing diagnostic logs and packet captures.
• Triage inbound support requests and resolve hardware malfunctions, firmware bugs, network errors, integration problems.
• Use CLI, diagnostic software, and networking tools to diagnose connectivity, data streaming (TCP/UDP), and system performance on Linux and Windows.
• Replicate customer environments in lab to isolate variables and validate solutions before deployment.
• Escalate unresolved issues by authoring detailed bug reports in Jira with logs and reproducible steps.
• Research and test novel solutions, consult documentation, schematics, and knowledge bases.
• Advise customers on best practices for sensor parameters and network settings to achieve desired point‑cloud density, data accuracy, and low latency.
• Author, review, and maintain technical documentation, application notes, and knowledge‑base articles for customer self‑service.
• Engage customers through on‑call rotation and live troubleshooting via video, phone, and live chat.

Desired Technical Skills

• Linux proficiency – command‑line, system administration, package management, scripting.
• Networking expertise – TCP/IP, UDP, DNS, DHCP, VLANs, PTP (IEEE 1588), and diagnostic tools (tcpdump, Wireshark, ping, netstat).
• Python scripting for log parsing and diagnostic automation.
• Familiarity with ROS/ROS2 (bonus).

Professional Qualities

• Problem‑solving, autonomy, and analytical mindset to troubleshoot complex challenges.
• Excellent technical communication – clear articulation of complex concepts.
• Customer focus, resilience, and de‑escalation of stressful situations.
• Ownership, proactive follow‑up on tickets, and drive to resolution.
• Strong organization, time‑management, and collaboration in fast‑paced teams.

Compensation & Benefits

• Base salary $80,000 – $110,000 per year (location and experience dependent).
• Equity eligibility and comprehensive benefits package.
• 15 vacation days / 10 paid holidays annually; paid parental leave.
• Pre‑tax commuter or health care/dependent care accounts; 401(k) match up to 4 %.
• Medical, vision, dental plans with employer covered at 100 % for employee, 75 % for dependents (Cigna or Kaiser).
• Life, short‑term disability, long‑term disability, and short‑term disability provided.

Equal Employment Opportunity

Ouster is an Equal Employment Opportunity employer that pursues and hires a diverse workforce. Ouster does not make employment decisions on the basis of race, color, religion, ethnic or national origin, nationality, sex, gender, gender‑identity, sexual orientation, disability, age, military status, or any other basis protected by local, state, or federal laws. Ouster also strives for a healthy and safe workplace and prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance, Ouster considers qualified applicants with arrest and conviction records for employment. If you have a disability or special need that requires accommodation, please let us know.