Senior Technical CS Lead - Remote LATAM

RYZ Labs; United States; Remote; USD 90,000 - 150,000; Part time

Job summary

Ryz Labs is seeking a Staff Customer Success Specialist to serve as the technical backbone of our customer success organization. You will work with enterprise B2B SaaS customers, solving complex problems, owning escalations, and building scalable AI-powered tooling.

This senior IC role emphasizes hands-on debugging, data-driven reporting, and mentoring teammates while collaborating with product, engineering, and CS leadership to improve customer outcomes.

Qualifications

• 8+ years in technical support, customer success engineering, or SaaS operations.
• Experience handling enterprise escalations and technical customer communication.
• Strong SQL skills with PostgreSQL or MSSQL.
• Hands-on scripting in Python or JavaScript.

Responsibilities

• Act as senior technical point of contact for enterprise customers.
• Own critical escalations end-to-end with internal teams.
• Investigate issues via code-level debugging, logs, and queries.
• Design and build AI-powered tools and automations for CS workflows.
• Turn ticket data into strategic reports for Product and executives.
• Improve CS workflows and conduct A/B testing for engagement.
• Own documentation and knowledge base practices for self-serve.

Skills

SQL

PostgreSQL

MSSQL

Python

JavaScript

REST APIs

AI tooling

Okta SSO

AWS/Azure

Tools

HubSpot

Jira

Job description

Ryz Labs is seeking a Staff Customer Success Specialist to serve as the technical backbone of our customer success organization. You will work with enterprise B2B SaaS customers, solving complex problems, owning escalations, and building scalable AI-powered tooling.

This senior IC role emphasizes hands-on debugging, data-driven reporting, and mentoring teammates while collaborating with product, engineering, and CS leadership to improve customer outcomes.