Customer Success Engineer

About the Role

This is a high-ownership, execution-focused role at the intersection of product, engineering, and customers.

You will not manage accounts. You will make the product work in real customer environments.

60% of your time will be spent directly with customers—debugging issues live, delivering features, running walkthroughs, and unblocking adoption. The rest will involve working with Product, Support, and Engineering to drive resolution and improve the platform.

You are expected to own execution within customer accounts, not just escalate problems.

What You'll Do

Drive feature delivery and execution for customers—ensure what is built is actually adopted

Drive customer onboarding calls.

Join customer calls regularly to debug, troubleshoot, and resolve issues in real time

Act as the technical intermediary between Customer Success, Support (L2), and Engineering

Identify, validate, and reproduce bugs before escalating to engineering

Work hands-on with:

APIs (Postman or similar tools)

Platform configurations and workflows

Logs, data, and system behavior

Follow a clear escalation discipline:

Attempt to identify and resolve issues independently

Test new features before customer demos and lead product walkthroughs

Provide structured, actionable feedback to Product from real customer usage

Contribute to product roadmap discussions based on field insights

What This Role Is Not

Not a passive support role

Not an account management role

Not a forward the issue to engineering role

You are expected to solve, not route problems

Requirements

2–5 years in:

Customer Success Engineering

Solutions/Implementation Engineering

Technical Account Management (hands-on roles)

Strong technical foundation:

Computer Science or equivalent background

Comfortable working across:

APIs (Postman, request/response debugging)

Web applications and system workflows

Databases (basic querying, data validation)

Exposure or willingness to work with:

Java / PHP environments (no deep coding required, but must understand flow)

Strong debugging ability:

Able to isolate issues across layers (UI, API, data)

Can reproduce problems reliably before escalation

Communication skills:

Confident handling live customer calls

Can explain technical issues clearly and concisely

Mindset:

Builder-first, not just communicator

Comfortable operating under pressure with incomplete information

Takes ownership of outcomes, not just tasks

Nice to Have

Experience with QA or test automation platforms

Familiarity with AI/LLMs or AI-driven products

Experience working with enterprise SaaS customers

Apply now to be part of TestGrid's success story

Please submit your resume to [Confidential Information] with the subject line: Customer Success Engineer (CSE) - TestGrid