Customer Success Engineer

As a Customer Success Engineer at Creem, you'll be the technical bridge between our platform and the developers who build on it. This role is perfect for someone with a developer background who thrives on problem solving and genuinely enjoys helping customers succeed.

You'll respond to support tickets from developers worldwide, ranging from integration questions and API troubleshooting to compliance inquiries and feature requests. You'll triage cases, direct customers to the right documentation, identify gaps in our knowledge base, and escalate issues when needed.

Beyond reactive support, you'll proactively build plugins, integrations, and tools that connect Creem with other platforms. You'll research what tools and services are popular in the market and ensure we can support them, creating seamless experiences for our merchants.

Community is at the heart of this role. You'll actively participate in and lead community initiatives, engaging with developers on Discord, forums, and social channels. You'll help build a thriving ecosystem around Creem by fostering connections, organizing events, and being a visible presence in the developer community.

This role carries significant impact. You'll be the voice of our customers internally and the face of Creem externally. Your insights will directly shape product decisions, and your technical contributions (plugins, integrations, internal tools, documentation improvements, automation scripts) will scale our support operations and expand our platform's reach.

What You'll Do

• Account Reviews: Review merchant submissions against our acceptable use policy, risk thresholds, and compliance requirements.

• Technical Support: Respond to support tickets from developers covering integration issues, API questions, tax compliance inquiries, and feature requests.

• Plugins & Integrations: Build and maintain plugins, integrations, and tools that connect Creem with popular platforms and services used in the market.

• Market Research: Stay on top of what tools, platforms, and technologies merchants are using and ensure Creem can support their workflows.

• Community Engagement: Lead and participate in community initiatives, engage with developers on Discord and social channels, and help build a thriving ecosystem.

• Triage & Escalation: Direct customers to relevant documentation, identify knowledge base gaps, and escalate complex issues appropriately.

• Channel Monitoring: Monitor support channels (GitHub Issues, Discord, email) for customer questions and feedback.

• Internal Tooling: Build scripts, CLIs, and internal tools to improve support efficiency and help customers self serve.

• Issue Reproduction: Reproduce reported bugs and file detailed internal tickets to ensure product quality.

• Feedback Loop: Gather customer insights and work with product and engineering to drive meaningful improvements.

What We Value

• Developer Empathy: Deep understanding of developers' pain points. You've been there and know what it's like to integrate with APIs at 2am.

• Hacker Mindset: Creative thinking to build small scripts, CLIs, and automation that continuously improves support quality.

• Community Builder: Natural ability to connect with people, foster discussions, and build relationships within developer communities.

• Ownership: You take responsibility for customer outcomes, not just ticket resolution.

• Technical Curiosity: Willingness to dig deep into technical issues and understand root causes.

Requirements

• Developer Experience: 2+ years as a developer or in a technical support role with genuine empathy for developers' challenges.

• SQL Proficiency: Comfortable writing complex queries to troubleshoot issues and investigate customer problems.

• Command Line Comfort: Proficient with Linux/Unix and command line tools for debugging and issue resolution.

• Communication Excellence: Strong written communication skills with the ability to explain technical concepts clearly to customers.

• GitHub Fluency: Experience with GitHub Issues and Discussions as part of your workflow.

Bonus Qualifications

• Risk/Compliance Experience: Previous experience in fraud prevention, risk assessment, or compliance operations.

• Fintech/Payments Background: Understanding of payment processing, tax compliance, or merchant of record models.

• Content Creation: Blogs, tutorials, or YouTube videos on technical topics with genuine interest in sharing knowledge.

• Open Source: Contributions to open source projects or side projects/apps to showcase.

• Community Experience: Previous experience managing or actively participating in developer communities.

Our Offer to You

• Competitive Compensation: A highly competitive salary package reflecting your expertise and impact.

• Relocation Support: Comprehensive relocation assistance, visa processing if needed, and first month's rent covered.

• Equity Ownership: Meaningful equity giving you real skin in the game as we build together.

• Learning & Development: Dedicated budget for courses, conferences, and resources.

• Flexible Time Off: We trust you to manage your energy and take time when needed.

• Team Adventures: Regular gatherings in exciting locations to strengthen bonds and share ideas.

• Direct Impact: Your customer insights will directly influence product decisions.