🤝 Customer Success Engineer

Location: Remote (U.S.)

Compensation: $50K-$75K/year + equity

About the Role

We're hiring a Customer Success Engineer to help our manufacturing customers succeed with Autumn Labs. You'll work directly with factory teams during onboarding, help configure data flow and analytics dashboards, and serve as the front line for support.

This is a hybrid technical support and onboarding role — ideal for someone who enjoys solving real problems, supporting users, and influencing product direction from the field. You'll also play a key part in scaling our support systems and improving customer documentation.

What You'll Do

• Guide new customers through setup and deployment
• Verify data flow and dashboard accuracy for early accounts
• Troubleshoot integration issues related to networking, agents, and infrastructure
• Maintain support docs and improve onboarding content
• Provide Tier 1 and Tier 2 support across Slack, email, and async channels
• Act as a bridge between customers and engineering for feedback and bugs

What We're Looking For

• 1-3 years in technical support, onboarding, or a customer-facing engineering role
• Familiarity with debugging logs, system health, and basic infrastructure tools
• Clear written communication and process-oriented thinking
• Ability to build trust with factory teams and keep things running smoothly
• Comfortable managing multiple conversations and support threads concurrently

Bonus Points

• Experience supporting a SaaS analytics or monitoring product
• Exposure to real-time data, logs, or telemetry
• Ability to write guides, FAQs, or playbooks for users and teammates