Senior Customer Success Engineer

Duende Software; United States; Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

Remote work worldwide

Job summary

Duende Software is seeking a dedicated support engineer to help developers and organizations integrate and operate identity software. You will investigate issues, guide customers through solutions, and contribute improvements to documentation and samples based on real-world experience.

The role emphasizes strong ownership, patient explanations, and a curious mindset to uncover underlying causes that impact multiple customers.

Qualifications

• The available source does not provide a complete list of role-specific experience or technical requirements.
• The role calls for an experienced engineer who can diagnose issues carefully and explain solutions in a patient, educational way.
• Strong ownership and follow-through, including clear handoffs and well-organized case notes.
• Curiosity to investigate underlying causes and spot issues that may affect other customers.
• Ability to turn support insights into useful documentation or product feedback.

Responsibilities

• Investigate customer issues and provide practical guidance on product integrations and identity implementations.
• Handle support requests through public developer channels and higher-priority customer support.
• Follow issues through from initial report to resolution, keeping findings and next steps organized for teammates.
• Review tutorials and quickstarts, and suggest or make improvements based on customer experience.
• Identify recurring questions or documentation gaps and contribute updates, samples, or product suggestions.
• Share patterns and potential product concerns with engineering and other teams.

Job description

Role overview

Help developers and organizations successfully integrate and operate identity software. You’ll investigate technical questions, troubleshoot customer issues, and guide users toward clear, durable solutions. The position also uses patterns discovered through support to improve documentation, samples, and product feedback, so each resolution can help future customers too.

Responsibilities

• Investigate customer issues and provide practical guidance on product integrations and identity implementations.
• Handle support requests through public developer channels and higher-priority customer support.
• Follow issues through from initial report to resolution, keeping findings and next steps organized for teammates.
• Review tutorials and quickstarts, and suggest or make improvements based on customer experience.
• Identify recurring questions or documentation gaps and contribute updates, samples, or product suggestions.
• Share patterns and potential product concerns with engineering and other teams.

Requirements

• The available source does not provide a complete list of role-specific experience or technical requirements.
• The role calls for an experienced engineer who can diagnose issues carefully and explain solutions in a patient, educational way.
• Strong ownership and follow-through, including clear handoffs and well-organized case notes.
• Curiosity to investigate underlying causes and spot issues that may affect other customers.
• Ability to turn support insights into useful documentation or product feedback.

Benefits and work setup

• Remote worldwide; Europe or the eastern United States is preferred.