Customer Success Engineer

We're looking for a full-time Customer Success Engineer to join us in our mission of bringing the ION Factory OS to next-generation hardware builders around the globe. Our newest recruit will join the First Resonance team full-time in Los Angeles, CA (HQ in Downtown) and become a foundational member of the First Resonance engineering team.

Are you excited by the opportunity to assist manufacturers working on eVTOLS, rockets, robots, and autonomous vehicles? Our team is obsessed with ensuring ION supports our current and future customers in their mission of tackling society’s greatest challenges such as climate change, space exploration, and autonomous transportation.

You will join a diverse team with a wide range of backgrounds and experiences. We pride ourselves on being fast learners, quick-thinkers, and agile executors. While a spur-of-the-moment ping pong tournament is occasionally required, our number one priority is always assisting our ion customers with our manufacturing platform. If you want to play a key role in the future of hardware and Industry 4.0, come join us!

Responsibilities & Duties

• As a CSE, you will play a crucial role in building strong relationships with our customers and providing them with exceptional technical support and guidance

• Ensure the success of our clients by understanding their needs and proactively finding solutions to meet them

• Build integrations between ION and other tools /systems to extend the capabilities of our platform to meet our customers needs

• Develop data visualizations and custom dashboards for our customers

• Stay organized and manage a high volume of customer cases while adhering to set SLAs

• Collaborate with multiple teams such as: sales, product and support to create a seamless customer experience

• Monitor and analyze customer usage and success metrics, keeping track of health score and customer sentiment ensuring continued adoption and engagement

• Advocate for the customer internally, building a feedback loop for product needs and improvements

If you enjoy solving problems with resourceful thinking, collaborating across departments, and flexing your creative muscle, this role is for you!

Minimum Qualifications & Skills

• 2+ years of experience as a customer success engineer, support specialist/sales engineer or similar roles

• Strong technical background, a customer-centric mindset, and thrive in a fast-paced environment

• Be a team player and actively contribute to a positive and collaborative work environment

• Someone who is passionate about solving complex problems while delivering top-notch customer service

• Previous experience working within a B2B/SaaS environment

• Possesses enough understanding of programming concepts and application programming interfaces (APIs) to communicate with other engineers

• Has hands-on programming experience (e.g. Python, Javascript)

Preferred Qualifications & Skills

• Experience with Agile development methodologies and tools

• Has built production-grade software systems used by others

• Experience working with product design and UI/UX experts

• Experience building enterprise applications

• Experience with cloud providers such as Amazon Web Services (AWS)

• Experience working with documentation systems and monitoring systems (e.g., Datadog, NewRelic, Kibana, Grafana, Prometheus)

Benefits & Perks

• Health Insurance; medical, vision, dental, & life insurance

• PTO

• Paid Parental Leave

• Employee Compensation and Stock Option Plan

• Team outings, group lunches, an open office, happy hours

• Paid holidays, sick days

• Flexible work schedule (Hybrid Available)

• 401K

First Resonance is an equal opportunity employer dedicated to building an inclusive and diverse workforce.

First Resonance participates in E-Verify. As part of our onboarding process, a new hire's Form I-9 information will be shared with the federal government to confirm they are authorized to work in the U.S.

Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. Certain roles may be eligible for incentive compensation, equity and benefits.