MSP Success Engineer

Hatz AI; New York (NY); Hybrid; USD 85,000 - 135,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Equity

Hybrid schedule

Unlimited paid vacation

Job summary

Hatz AI, based in New York City, seeks a Technical Customer Success Engineer to own the operational work previously handled by Account Executives, including escalations, billing issues, and tech onboarding.

You will design scalable processes and use AI automation to boost efficiency while managing partner relationships with MSPs and ensuring a seamless experience on our AI platform.

Qualifications

• 2–4 years of experience in Customer Success, Sales Engineering, Solutions Consulting, or Technical Support in a B2B SaaS environment.
• Strong technical aptitude with the ability to learn a SaaS platform in depth and confidently answer partner questions.
• High ownership and ability to work independently in a standalone role.
• Familiarity with AI and automation tools (e.g., Claude, ChatGPT, Retool, Zapier) or strong aptitude for learning them.

Responsibilities

• Escalations & Billing: own support escalations and billing issues from the sales team and coordinate resolution end‑to‑end.
• Technical MSP Onboarding: provide hands‑on technical onboarding guidance for ICP A/B MSPs on the platform.
• Process & Automation: document recurring issues into repeatable processes and apply AI tools to automate manual steps.

Skills

Technical aptitude

Ownership mindset

Independent worker

AI tools familiarity

Tools

Salesforce

Retool

Job description

Technical Customer Success Engineer

We're looking for an experienced, detail-driven Technical Customer Success Engineer to take ownership of the operational work currently handled by our Account Executives — support escalations, billing issues, and technical onboarding — freeing our sales team to focus on driving revenue. In this role, you'll own issues from first contact through resolution, build scalable and repeatable processes, and leverage AI-driven automation to continuously improve efficiency.

Based in our office in New York City's vibrant Flatiron District, we're building cutting-edge AI technology at the forefront of the industry. At Hatz AI, you'll work hands-on with state-of-the-art AI tools and help MSPs and SMBs adopt AI with confidence. We're in the middle of a real AI transformation — employees across America are already using AI tools to get ahead, but businesses need a trusted, secure way to embrace that shift. That's where we come in, and where you'll make your mark.

As a Technical Customer Success Engineer reporting to the Director of Channel Sales, you'll play a critical role in driving company growth — managing partner relationships and ensuring our MSPs have a seamless experience and maximum success on our AI platform.

Key Responsibilities

• Escalations & Billing: Serve as the primary owner of support escalations and billing issues handed off from the sales team. Diagnose root causes and manage resolution end‑to‑end, coordinating with Support, Engineering, or Finance as needed.

• Technical MSP Onboarding: Provide hands‑on technical support when a partner needs help onboarding an ICP A or B MSP, guiding the MSP through the platform and answering product questions directly.

• Process & Automation: Document recurring issues into repeatable processes and apply AI tools to automate manual steps, continuously improving the efficiency of the function.

What Success Looks Like

• A measurable reduction in time spent by sales reps on escalations and billing issues

• Documented, increasingly automated processes for common escalation and billing scenarios

• A smoother, faster onboarding experience for ICP A/B partners

• Recurring issues resolved at the root cause rather than repeatedly handled case by case

What makes you a great fit

• 2–4 years of experience in Customer Success, Sales Engineering, Solutions Consulting, or Technical Support, ideally within a B2B or B2B2B SaaS environment

• Strong technical aptitude, with the ability to learn a SaaS platform in depth and confidently answer partner questions

• A high degree of ownership and comfort operating independently in a standalone, individual-contributor role

• Familiarity with AI and automation tools (e.g., Claude, ChatGPT, Retool, Zapier) or a strong aptitude for learning them

Preferred Qualifications

• Experience with the MSP or broader channel/partner sales ecosystem

• Hands‑on experience with Salesforce, Retool, or similar internal tooling platforms

• Experience developing SOPs or process documentation from the ground up

Benefits

• Competitive salary and equity

• Comprehensive health, dental, and vision insurance; life and disability insurance, and 401(k) with match; equity.

• Hybrid schedule.

• Unlimited paid vacation.

• Opportunities for professional development and career growth.

• A collaborative and inclusive work environment.

The salary range for this role is 85k-135k, which includes a base plus monthly variable.

Equal Opportunity Statement

Hatz AI is proud to be an equal opportunity employer. We are committed to building a diverse, inclusive team and welcome applicants of all backgrounds, identities, and experiences. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. We believe that diverse perspectives make for better products and a stronger company — and we're actively working to build a team that reflects that belief.

Ready to shape the future of AI for businesses that depend on it?

We'd love to hear from you.