Customer Success Engineer

Responsibilities

• Own the post-sales technical relationship for our API, agent, and inference customers, from onboarding and first integration through production deployment and expansion.
• Serve as the dedicated technical resource and advocate for developers and enterprise teams: debug API calls, review integration code, and guide customers to the optimal use of our models and platform.
• Architect and troubleshoot production deployments against real constraints, latency, throughput, cost per deployment, and reliability.
• Become one of the foremost technical experts on Hedra's platform, internally and for customers.
• Translate recurring customer pain points into concrete product proposals, working directly with engineering and product to ship fixes and features.
• Partner with Account Executives to drive adoption, surface expansion opportunities, and turn early pilots into scaled production usage.
• Build and maintain the runbooks, reference integrations, and docs that let customer success scale as we grow.

Qualifications

• 4+ years in a customer-facing technical role, customer success or forward-deployed engineering, solutions engineering, technical support engineering, or software engineering with direct customer exposure.
• Hands-on technical ability. You can write Python that works, read and debug an API integration, and produce working sample code. You don't need to be a full-time engineer, but you're comfortable in a customer's codebase.
• Experience with APIs, SDKs, and developer-facing products, and comfort explaining integration paths and deployment tradeoffs to technical buyers.
• A track record of getting customers to production and keeping them successful, ideally with usage-based or consumption pricing.
• Excellent communication skills and the ability to earn trust with developers and the leaders who sponsor them.
• Demonstrated curiosity about generative AI, world models, and the inference and infrastructure that make them usable.
• BS or BA in computer science, a related technical field, or equivalent hands-on experience.

Nice-to-Haves

• Startup experience.
• Self-starter driven to build impactful products that change the status quo.
• Understand operational costs and overhead, short and long term, and how they show up in a customer's deployment economics.

Benefits

• Competitive compensation and equity
• Healthcare (Silver PPO Medical, Vision, Dental)
• 401K
• Lunch and snacks at the office