Customer Success Engineer

About the role

Resend is experiencing rapid expansion, with millions of developers now using our platform. To maintain our commitment to exceptional support, we are seeking to expand our Customer Success team. This role is crucial for assisting the next wave of developers and ensuring their positive experience.

Key facts

What you'll do

• Serve as the primary point of contact for customer inquiries and issues.
• Investigate, document, and implement fixes for software defects and regressions.
• Prevent recurring support requests by developing documentation, product enhancements, or agent improvements.
• Enhance our AI support system by refining prompts, integrating new tools, and conducting evaluations.
• Develop tutorials and practical examples demonstrating Resend's capabilities.
• Cultivate customer relationships and identify areas for product or service improvement.
• Represent customer needs and feedback to the broader Resend organization.

Requirements

• A genuine enthusiasm for assisting developers with technical challenges.
• The ability to manage and perform effectively under customer-facing pressure.
• 3-5 years of experience in technical support or customer success roles.
• Proven experience scaling support operations in a fast-growing company, utilizing automation and AI to increase resolution capacity efficiently.
• Familiarity with improving email deliverability.

Skills & tools

• Next.js
• Plain
• Raycast
• Retool
• Notion

Practical notes

• Occasional travel is expected for team gatherings, industry events, and meetups.