Customer Success Engineer, Part Time

Sciemo

. Serve as the primary customer point of contact and run regular office hours, including dedicated sessions per client .

Posted 9/30/2026contractRemote • New York • United StatesMid-LevelSenior💰 $40 - $50 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer-facing communication skills and technical fluency to effectively manage customer relationships, support requests, and product feedback. Capable of creating clear documentation and training materials to enhance customer understanding and retention.

Highest-signal resume keywords

Customer Relationship ManagementTechnical FluencyDocumentation CreationLive Training FacilitationB2B Software Support Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Writing SkillsBug ReproductionError Message InterpretationSingle Sign-On UnderstandingMulti-Factor Authentication KnowledgeTicketing System UseProblem IdentificationFeature Request Prioritization

Soft Skills

Excellent CommunicationSound JudgmentCustomer Advocacy

Tools & Technologies

Jira Service ManagementService-Desk ToolsAI Assistants

Industry Keywords

Customer SuccessCustomer TrainingEnablementITIL Service Model

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Based in the United States and able to work US business hours
Excellent written and spoken customer-facing communication
Comfort running live trainings and office hours
Strong writing skills for creating clear, reusable guides
Disciplined use of a ticketing system, including clear classification
Technical fluency to reproduce bugs, read error messages, understand single sign-on and multi-factor authentication, and investigate permissions problems
Sound judgment about when and how to escalate, with evidence-based handoffs to engineering
Ability to identify recurring problems or requests and turn them into concrete product proposals
Nice to have: experience in customer success, customer training, or enablement for a B2B software product
Nice to have: B2B software support desk experience and familiarity with a service-desk tool such as Jira Service Management
Nice to have: experience building user documentation or a knowledge base
Nice to have: exposure to an ITIL-style service model
Nice to have: comfort using AI assistants for triage, classification, and drafting
Software-engineering background is not required

Benefits

Comp & perks

Part-time contract role with opportunity for more hours
Company-sponsored travel to New York City for in-person collaboration sessions one week each month
Equal opportunity and diversity, inclusion, and equitable hiring practices
Accommodations available during the hiring process