Customer Success Engineer

2 weeks ago

Sydney, New South Wales, Australia Smartlead Full time
Overview

As a Customer Success Engineer, you will act as the technical front line for our highest-priority customers. This role blends deep technical troubleshooting, customer advocacy, and product collaboration to deliver unmatched support experiences.

Responsibilities
  • Act as thetechnical face of Smartlead for our top customers and high-priority accounts.
  • Own the end-to-end resolution of complex issues from first response to root cause identification and post-resolution follow-ups.
  • Troubleshoot issues related to:
  • Email deliverability (SPF, DKIM, DMARC, SMTP errors)
  • DNS configurations
  • API integrations (Zapier, Make, n8n, Retool)
  • Smartlead's own inbox, warmup pools, and campaign logic
    • Collaborate with Engineering to escalate and resolve deep system bugs, always with clean reproduction steps, logs, and user context.
    • Create internal tools, Postman collections, or scripts to debug and automate recurring issues.
    • Help customers implement automations, optimize settings, and unlock advanced platform features (e. g., inbox rotation, AI-generated replies).
    • Monitor Slack and support systems to triage and prioritize escalations based on impact and urgency.
    • Act as the customer's voiceinternally sharing pain points, usability gaps, and feature requests with Product and Growth teams.
    • Contribute to internal documentation, public help articles, and reusable solutions.
    • Build a support experience that makes customers stay, not because they have to, but because they want to.
    Requirements
    • You have strong technical debugging skills from working in a SaaS, PaaS, or developer tool environment.
    • You understand email infrastructure deeply, including SMTP, MX records, SPF, DKIM, and DMARC.
    • You're comfortable using Postman, cURL, and workflow tools like Zapier, Make, n8n, or Retool.
    • You're hands-on with REST APIs, know your way around JSON payloads, and can help customers debug integrations.
    • You've worked with cold email platforms, CRM tools, or outbound sales tech and understand their nuances.
    • You communicate clearly, empathetically, and effectively via chat, Loom videos, or live calls with US-based customers.
    • You write crisp, grammatically clean English and can explain complex things in a simple, outcome-focused way.
    • You've worked at a fast-paced B2B startup and are comfortable with ambiguity, velocity, and ownership.
    • You have basic scripting ability (Node.js, Python, or Bash) to create internal tools or automate recurring issues.
    • You're familiar with tools like Google Postmaster, MXToolbox, or inbox placement testers and have an interest in email deliverability or warm-up platforms.

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