Founding Customer Success Engineer at Minerva · LumiJobs

Responsibilities

Today, when a customer gets stuck, the answer comes from whoever built the feature or whoever is on the account. It's good help, but it's one at a time, it isn't written down, and the same question comes back next week.
You're Minerva's first customer success engineer. Your job is to make sure every customer can get value out of Minerva without waiting on a person, and that no question gets answered twice. You run the support queue, diagnose what comes in, and turn every answer worth keeping into something customers can find on their own. Then you take the patterns to product, so the friction gets fixed at the source.
It's a founding seat. Nobody reports to you on day one, and there's no playbook yet. You'll work most closely with our product and engineering team.
Run the support queue. You own Pylon and our shared customer channels: triage, response times and the first read on everything that comes in.
Diagnose, don't forward. Reproduce the issue, read the data, and either solve it or hand engineering a real diagnosis with a reproduction attached.
Build the knowledge base from zero. Every repeat question becomes an article, a how-to or a short video: how the features and limits work, how to use the API, how to build an audience or write a campaign brief. You keep it accurate as the platform changes.
Make self-serve work. Own the path a new customer takes from first login to first result, and keep shortening it.
Turn friction into product signal. Bring product the questions customers keep asking, ranked by how often they come up, so the fix lands in the platform and not just the docs.
Write the playbook. Escalation paths, response standards and onboarding checklists: the function a future team will run.
3+ years in customer success engineering, technical support, solutions or a technical account role, ideally at a data, martech, adtech or developer-tools company.
SQL, and comfort with APIs. You can read a schema and work out why a result came back wrong. This is the floor.
You diagnose instead of escalating. You have a real story about a hard problem you chased down yourself.

Founding Customer Success Engineer

Responsibilities

Qualification

Preferred

Benefits

Company

Minerva

More roles at Minerva