Founding Customer Success Engineer

Minerva; New York (NY); On-site; USD 149,000 - 189,000; Full time

Benefits offered by this job

Equity

Medical, dental and vision

Unlimited PTO

Monthly fitness stipend

Annual company offsite

Job summary

Minerva is seeking its first customer success engineer in New York City to own the support queue and ensure customers get value quickly. You will diagnose issues, build a growing knowledge base, and create self-serve flows that reduce the need for live help.

You will partner with product and engineering to convert recurring questions into clear documentation and actionable product signals, shaping scalable support as the platform evolves. Office in Williamsburg, NYC with strong growth prospects.

Qualifications

• 3+ years in customer success engineering, technical support, solutions or a technical account role.
• SQL and comfort with APIs; read a schema and diagnose why a result is wrong.
• Able to write clear documentation that others actually use.
• NYC-based or willing to relocate to New York City.

Responsibilities

• Run the support queue for Pylon and our customer channels, with triage and response standards.
• Diagnose issues by reproducing data, reading the results, and delivering a real diagnosis.
• Build the knowledge base from zero with articles, how-tos, or short videos.
• Own the path from first login to first result, shortening the self-serve journey.
• Turn friction into product signals by prioritizing fixes based on repeat questions.

Skills

SQL

APIs

Diagnosis

Documentation

Relocation willingness

Tools

Pylon

Intercom

Zendesk

Job description

ABOUT MINERVA

Minerva builds AI for marketing leaders. We work together with marketers to automate and accelerate their workflows with AI agents. Our agents augment the end-to-end workflow of the marketer by automating analysis, campaign planning, activation, measurement and reporting.

Customers like the NBA, Ramp, Wander, Hard Rock Stadium Group and Luxury Presence use Minerva to develop a better understanding of their customers and introduce AI specifically built to understand the customer into their commercial organizations. Our campaigns outperform other tools because we built the entire stack: from identity to enrichment to data integration as well as agents to action and report on the analysis.

We've raised $20M from The General Partnership, 8VC, Lingotto, NBA Investments, Topology Ventures, Future Positive, Background Capital and many others. Our team brings together operators and investors from Citadel, Dentsu, Bridgewater, Meta Superintelligence, Growthloop, Amazon and Lazard, alongside engineers and researchers from Berkeley, MIT, Stanford and Cambridge.

HOW WE WORK WITH CUSTOMERS

• Every enterprise account has a team. The account manager owns the relationship and the renewal. A forward deployed marketer owns the outcome of the pilot. Solutions architects and forward deployed engineers get the customer's data in.

• Customers also use Minerva directly, in the platform and through our API. Those customers, and every question that repeats across accounts, belong to customer success.

THE ROLE

Today, when a customer gets stuck, the answer comes from whoever built the feature or whoever is on the account. It's good help, but it's one at a time, it isn't written down, and the same question comes back next week.

You're Minerva's first customer success engineer. Your job is to make sure every customer can get value out of Minerva without waiting on a person, and that no question gets answered twice. You run the support queue, diagnose what comes in, and turn every answer worth keeping into something customers can find on their own. Then you take the patterns to product, so the friction gets fixed at the source.

It's a founding seat. Nobody reports to you on day one, and there's no playbook yet. You'll work most closely with our product and engineering team.

WHAT YOU'LL DO

• Run the support queue. You own Pylon and our shared customer channels: triage, response times and the first read on everything that comes in.

• Diagnose, don't forward. Reproduce the issue, read the data, and either solve it or hand engineering a real diagnosis with a reproduction attached.

• Build the knowledge base from zero. Every repeat question becomes an article, a how-to or a short video: how the features and limits work, how to use the API, how to build an audience or write a campaign brief. You keep it accurate as the platform changes.

• Make self-serve work. Own the path a new customer takes from first login to first result, and keep shortening it.

• Turn friction into product signal. Bring product the questions customers keep asking, ranked by how often they come up, so the fix lands in the platform and not just the docs.

• Write the playbook. Escalation paths, response standards and onboarding checklists: the function a future team will run.

WHAT YOU HAVE

• 3+ years in customer success engineering, technical support, solutions or a technical account role, ideally at a data, martech, adtech or developer-tools company.

• SQL, and comfort with APIs. You can read a schema and work out why a result came back wrong. This is the floor.

• You diagnose instead of escalating. You have a real story about a hard problem you chased down yourself.

• You write clearly. You've built documentation or a knowledge base that people actually used.

• You'd rather fix something once for every customer than a hundred times for one.

• You're in New York City or willing to relocate.

NICE TO HAVES

• Technical documentation you wrote that's publicly live. Link it.

• You've run support on Pylon, Intercom, Zendesk or something like them.

• Identity resolution, CDPs, match rates or marketing data.

• You've made short product explainer videos.

WHAT THIS ISN'T

• Account management. Our account managers own named accounts, renewals and expansion. You make sure they rarely have to answer a how-to question.

• Implementation. Our solutions architects and forward deployed engineers build customer pipelines, and you know when to hand a problem to them.

• Marketing. Our marketing team writes for people deciding whether to buy. You write for the customers who already did.

WHAT SUCCESS LOOKS LIKE

• First 90 days: Pylon is a real queue with response-time standards, the knowledge base covers the questions that come up most, and engineering gets diagnoses from you, not forwards.

• First 6 months: repeat questions are falling, more issues get solved without engineering, and new self-serve customers reach a first result faster. A few roadmap items exist because you brought product a pattern with numbers attached.

• The numbers you own: the share of questions resolved without engineering, the repeat-question rate, and time to first result for self-serve customers.

COMPENSATION

$149,000–$189,000 base salary, depending on experience. Meaningful equity. Medical, dental and vision.

WHERE WE WORK

We work in person from our office at 300 Kent Avenue in Williamsburg, Brooklyn.

BENEFITS

Every full-time role includes equity; medical, dental and vision coverage; unlimited PTO; a monthly fitness stipend; and an annual company offsite. We'd rather pay people well than buy perks nobody uses.

PAY TRANSPARENCY

The salary range in this posting is our good‑faith range for the role in New York City at the time of posting. Where an offer lands depends on the level and experience we see in the interview process.

WORK AUTHORIZATION

You'll need to be authorized to work in the United States. We consider visa sponsorship case by case, so tell us on the application if you'll need it.

EQUAL OPPORTUNITY

Minerva is an equal opportunity employer. We make hiring decisions without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, citizenship status, age, disability, marital status, veteran status or any other characteristic protected by federal, New York State or New York City law.

RECRUITMENT FRAUD

Our hiring runs through Ashby and @minerva.io email addresses. We will never ask you for money, bank details or other financial information during the process. If a message claiming to be from Minerva looks wrong, forward it to [e-mail].