Customer Success Engineer (Shifted Week: Tuesday

About the role

Resend is experiencing rapid expansion, with over 3 million developers now utilizing our platform. We are seeking to expand our Customer Success team to provide exceptional support to this growing developer community. This position requires a Tuesday through Saturday work schedule, with an initial Monday through Friday onboarding period.

Key facts

What you'll do

• Serve as the primary point of contact for customer inquiries.
• Identify, document, and contribute to resolving technical issues and regressions.
• Implement lasting solutions by developing documentation, product improvements, or agent enhancements to prevent recurring problems.
• Enhance our AI support system through prompt refinement, tool integration, and evaluation.
• Develop educational materials and practical examples demonstrating Resend's capabilities.
• Cultivate customer relationships and identify areas for product improvement from a user perspective.
• Represent customer needs and feedback to the broader Resend organization.

Requirements

• A strong aptitude for assisting developers with technical challenges.
• The ability to manage and perform effectively under customer-facing pressure.
• Possess 3-5 years of experience in technical support or customer success roles.
• Demonstrated experience in scaling support operations within a fast-growing company, utilizing automation and AI to increase resolution capacity.
• Prior experience with email deliverability is essential.

Nice to have

• Experience improving email deliverability.

Skills & tools

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

Practical notes

• Some travel may be required for team gatherings, industry events, and meetups.
• Application deadline: Not specified.