Customer Success Engineer

About the role

The Customer Success Engineer will own the support inbox, handle technical customer support for Axle interfaces, build out and maintain the knowledge base, run GTM operational support, build lightweight tooling and automate recurring workflows, and act as the voice of the customer internally.

Responsibilities

• Own the support inbox. Define triage, build out macros and templates, and share a weekly summary of recurring themes.
• Handle technical customer support for Axle interfaces, including our API & MCP. Answer customer questions about authentication, request flows, error responses, and configuration. Work issues to resolution before escalating.
• Build out and maintain the knowledge base. Turn recurring questions into articles and troubleshooting guides. Update Axle's external documentation wherever you see customers repeatedly tripping on the same friction.
• Run GTM operational support. Assist the GTM team with core operations such as modifying client provisioning or adjusting invoicing, and close the loop with a clear confirmation and next steps.
• Build lightweight tooling and automate recurring workflows. Use internal tooling or guide Product team to ship automations and create documented runbooks.
• Act as the voice of the customer internally. Surface patterns to Product and Solutions teams so we keep improving what customers actually experience.

Requirements

• Tech fluency: Read API docs, reason about HTTP request/response flows, debug authentication and configuration issues, and explain a 4xx vs 5xx to a customer without escalating to engineering.
• Operational sharpness: Run a workflow cleanly under time pressure, follow checklists tightly, and not drop the ball on the third item in a long thread.
• Strong written communication: Defuse a frustrated customer, explain a fix clearly, and write internal docs that team members or agents can actually follow.
• Systems builder: Turn the second time you do something into a template, the third time into a runbook, and the fourth time into a tool.
• Self-starter: Joining at the early-stage means you'll need to define the workflow before you optimize it.
• Light tooling work: Comfortable with retool, internal admin dashboards, SQL, or basic scripting. No need to be a software engineer, but should be able to wire things together.

Qualifications

• Previous experience in support, solutions, customer success, or technical implementation at an API-first or developer-tools company is a strong plus.
• Familiarity with the insurance, fintech, lending, or mobility space is a plus, but not required.

Benefits

• Join a tight-knit team where everyone drives real impact with top-tier customer and revenue metrics.
• Work on challenging, unsolved problems at the intersection of complex data structuring, agentic workflows, and financial risk analysis.
• We care deeply about our team and provide great compensation and equity, full benefits, unlimited time-off, and plan an annual team offsite!

Pay

$70K - $120K

Schedule

Full-time