Customer Success Engineer

🕒 June 28

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 28%

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Burq

WebsiteLinkedInAll Job Openings

11 - 50 employees

🍽️ Food & Beverage

🏥 Healthcare

🏗️ Construction

💰 Pre Seed Round on 2021-06

Food & Beverage • Healthcare • Construction

Burq is a comprehensive delivery platform that enables businesses across various industries, including e-commerce, food, floral, health & wellness, and construction, to offer on-demand delivery services. By integrating with Burq, companies can connect seamlessly with multiple delivery providers, allowing them to scale quickly to new markets and improve customer satisfaction with same-day and efficient delivery options. Burq also provides advanced tracking technology and does not charge commissions, ensuring optimal delivery solutions for businesses. With a focus on easy integration and a broad network of delivery providers, Burq empowers businesses to offer reliable delivery services without the need to build their own infrastructure.

📋 Description

• Own a book of enterprise and strategic accounts — driving adoption, retention, and revenue expansion as their primary technical and commercial point of contact. • Debug customer issues independently — tracing API and webhook failures, reading logs, and resolving integration problems without escalating to engineering wherever possible. • Guide customers through API integrations and new feature rollouts, from initial setup through live order flow, partnering with their engineering teams hands-on. • Build and maintain your own dashboards and reports — writing SQL to monitor account health, surface usage trends, and quantify the value Burq delivers. • Lead quarterly business reviews and renewal conversations, translating platform performance and ROI into a clear case for retention and expansion. • Identify and drive upsell and cross-sell opportunities — new verticals, locations, carriers, and product capabilities — in partnership with Sales. • Introduce customers to new Burq features and capabilities, ensuring they adopt the parts of the platform that move their business. • Serve as the voice of the customer internally — surfacing recurring issues, feature gaps, and product feedback to Product and Engineering with the technical detail to make it actionable. • Reduce time-to-resolution and reliance on engineering by building runbooks, documentation, and reusable diagnostics for common customer issues.

🎯 Requirements

• 3–6 years in a technical, customer-facing post-sales role — Customer Success Engineer, Technical Account Manager, Implementation Engineer, Support Engineer, or a CSM role with a strong technical component. • Experience in logistics, supply chain, transportation, delivery, or an adjacent industry. This is not a role we’ll teach the domain to — you already understand how delivery and fulfillment work. • Comfortable debugging integrations independently — you can read API documentation and logs, trace a webhook or REST API failure, and resolve it without leaning on engineering. Light scripting (Python, JavaScript, or similar) is a plus. • Proficient in SQL — you can query data directly and build your own dashboards and reports rather than waiting on a data team. • Strong commercial instinct — you can own retention and renewals, spot expansion opportunities, and navigate a multi-stakeholder enterprise account. • Excellent at translating technical detail into business value — you speak both API and P&L, and can move fluidly between a customer’s engineers and their executives. • Organized and self-directed — able to manage a book of demanding enterprise accounts with minimal oversight in a fast-moving startup. • Nice to Have • Experience with parcel, last-mile, or multi-carrier delivery environments. • Familiarity with TMS, OMS, and WMS platforms and how they connect across an enterprise tech stack. • Hands-on experience with BI / dashboarding tools (Looker, Metabase, Tableau, or similar). • Familiarity with carrier APIs, label generation, tracking event streams, or EDI. • Background in marketplace, on-demand, or gig-economy platforms.

🏖️ Benefits

• Fully Remote • Medical, Vision and Dental Insurance • Reimbursement for educational courses

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