Technical Product Specialist - SaaS & API Expert

Hyphen Solutions, LLC; United States; Vor Ort; USD 90.000 - 130.000; Vollzeit

Zusammenfassung

Hyphen Solutions, LLC is seeking a technically skilled Customer Success Engineer to bridge the gap between customers and internal teams. You will diagnose software issues, coordinate fixes with engineering, and develop clear documentation while gathering feedback to shape the product roadmap.

The role emphasizes deep troubleshooting, SQL data analysis, and a customer-first approach across SaaS offerings and integrations with REST/SOAP APIs.

Qualifikationen

• Bachelor's degree in Computer Science, Engineering, Information Systems or equivalent experience.
• 3+ years in SaaS or enterprise software in a technical customer-facing role.

Aufgaben

• Act as the primary technical liaison between customers and internal teams to diagnose, triage, and resolve software issues.
• Troubleshoot incidents, reproduce issues, and coordinate fixes with engineering; manage escalations and track resolution progress.
• Create, maintain, and deliver clear technical documentation, runbooks, and knowledge-based articles.
• Gather and synthesize customer feedback and usage data to inform product roadmap and prioritize feature requests.
• Perform root-cause analysis and recommend long-term solutions to reduce repeat incidents and improve reliability.
• Participate in release planning and validation, including regression checks and acceptance testing in staging environments, when necessary.
• Monitor product health metrics, alerting trends, and help define SLAs and operational best practices.
• Advocate for customers internally while balancing product strategy, scalability, and security requirements.
• Work with Hyphen departments to ensure timely activation of customers.

Kenntnisse

Self-starter

Independent worker

Strong communication

Troubleshooting skills

Prioritization under pressure

Ausbildung

Bachelor's degree in Computer Science, Engineering, Information Systems

Tools

Jira

Zendesk

SQL

NoSQL

Jobbeschreibung

Hyphen Solutions, LLC is seeking a technically skilled Customer Success Engineer to bridge the gap between customers and internal teams. You will diagnose software issues, coordinate fixes with engineering, and develop clear documentation while gathering feedback to shape the product roadmap.

The role emphasizes deep troubleshooting, SQL data analysis, and a customer-first approach across SaaS offerings and integrations with REST/SOAP APIs.