Founding Customer Success Engineer: Build Self-Serve & Scale

Minerva; New York (NY); Presencial; USD 149 000 - 189 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Equity

Medical, dental and vision

Unlimited PTO

Monthly fitness stipend

Annual company offsite

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

SQL

APIs

Diagnosis

Documentation

Relocation willingness

Ferramentas

Pylon

Intercom

Zendesk

Descrição da oferta de emprego

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.