Customer Success Engineer

About the role

The Customer Success Engineer owns the technical and commercial health of Burq's most important customers—particularly our enterprise accounts. You are the person a customer’s engineering and operations teams trust when something breaks, when they want to ship a new integration, and when they’re deciding whether to expand. You combine the relationship ownership of a great CSM with the technical fluency to debug an issue yourself, rather than routing every question to engineering.

Responsibilities

• Own a book of enterprise and strategic accounts—driving adoption, retention, and revenue expansion as their primary technical and commercial point of contact
• Debug customer issues independently—tracing API and webhook failures, reading logs, and resolving integration problems without escalating to engineering wherever possible
• Guide customers through API integrations and new feature rollouts, from initial setup through live order flow, partnering with their engineering teams hands-on
• Build and maintain your own dashboards and reports—writing SQL to monitor account health, surface usage trends, and quantify the value Burq delivers
• Lead quarterly business reviews and renewal conversations, translating platform performance and ROI into a clear case for retention and expansion
• Identify and drive upsell and cross-sell opportunities—new verticals, locations, carriers, and product capabilities—in partnership with Sales
• Introduce customers to new Burq features and capabilities, ensuring they adopt the parts of the platform that move their business
• Serve as the voice of the customer internally—surfacing recurring issues, feature gaps, and product feedback to Product and Engineering with the technical detail to make it actionable
• Reduce time-to-resolution and reliance on engineering by building runbooks, documentation, and reusable diagnostics for common customer issues

Requirements

• 3-6 years in a technical, customer-facing post-sales role—Customer Success Engineer, Technical Account Manager, Implementation Engineer, Support Engineer, or a CSM role with a strong technical component.
• Experience in logistics, supply chain, transportation, delivery, or an adjacent industry. This is not a role we’ll teach the domain to— you already understand how delivery and fulfillment work.
• Comfortable debugging integrations independently— you can read API documentation and logs, trace a webhook or REST API failure, and resolve it without leaning on engineering.
• Light scripting (Python, JavaScript, or similar) is a plus.
• Proficient in SQL— you can query data directly and build your own dashboards and reports rather than waiting on a data team.
• Strong commercial instinct— you can own retention and renewals, spot expansion opportunities, and navigate a multi-stakeholder enterprise account.
• Excellent at translating technical detail into business value— you speak both API and P&L, and can move fluidly between a customer’s engineers and their executives.
• Organized and self-directed— able to manage a book of demanding enterprise accounts with minimal oversight in a fast-moving startup

Nice to Have

• Experience with parcel, last-mile, or multi-carrier delivery environments.
• Familiarity with TMS, OMS, and WMS platforms and how they connect across an enterprise tech stack.
• Hands-on experience with BI / dashboarding tools (Looker, Metabase, Tableau, or similar).
• Familiarity with carrier APIs, label generation, tracking event streams, or EDI.
• Background in marketplace, on-demand, or gig-economy platforms

Benefits

• Full Remote
• Medical, Vision and Dental Insurance
• Reimbursement for educational courses

Company Culture

• We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.