Sciemo

Technical Customer Success

• Serve as the primary customer point of contact and run regular office hours, including dedicated sessions per client
• Bring in engineering and the wider team for deeper answers while owning the customer relationship
• Develop methods, cadence, and communication style for useful customer sessions
• Run virtual trainings and onboarding sessions to help customers realize product value
• Build repeatable enablement formats, walkthroughs, and scalable materials
• Create and maintain user documentation, guides, how-tos, and knowledge base content for ONE
• Keep documentation current and create articles for recurring questions
• Own the customer support queue, including receiving, triaging, and handling access, account, sign-in, data correction, configuration, and how-to requests
• Keep customers informed against response and resolution targets and close the loop on follow-up work
• Reproduce and diagnose genuine product issues and raise well-evidenced bugs or incidents for engineering
• Evaluate customer suggestions, identify patterns, and turn feedback into prioritized feature requests
• Advocate for customer needs and help improvements reach production
• Handle first- and second-line support, escalating code-change or infrastructure work to engineering with diagnosis attached
• Use elevated product access while leaving internal corporate systems to engineering
• Improve customer retention, reduce support volume through training and documentation, and surface product improvements

Customer Success Engineer, Part Time