Customer Success Engineer

Customer Success Engineer Get AI-powered advice on this job and more exclusive features. This range is provided by Jotform. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $70,000.00/yr - $100,000.00/yr Direct message the job poster from Jotform International Recruiter at Jotform - join our growing team About Jotform Jotform is a San Francisco-based SaaS company with more than 30 million users worldwide. We are thriving and growing, and we’ve never needed outside funding. That’s because we like keeping things agile, independent, and fun. Jotform believes everyone should be able to create their own online forms. Our 10,000+ ready-made form templates, 100+ integrations, and more than 380 widgets have made us one of the most popular online form builders for organizations of all sizes — from small businesses to enterprises. Role Summary As a Customer Success Engineer (CSE), you will act as the technical backbone of our Customer Success team, supporting Enterprise customers with API integrations, advanced form customizations, and complex platform use cases. This role bridges customer-facing support and backend technical understanding, ensuring high-quality outcomes and exceptional customer satisfaction. This is a full-time, on-site position based out of our Vancouver, Canada office. Responsibilities Own and resolve customer issues related to APIs, webhooks, integrations, and custom widgets through the support ticketing system. Monitor and manage tickets in the API queue, ensuring timely, technically sound responses and escalating to development teams when necessary. Host and lead technical customer calls, providing expert guidance and troubleshooting in collaboration with Customer Success Managers (CSMs). Assist and collaborate with Business Development Managers (BDMs) on product demos and technical use case reviews for prospective clients. Maintain a consistent cadence of communication with CSMs and CSE peers through weekly syncs and project updates. Contribute to the development and improvement of API and integration documentation, ensuring clarity and ease-of-use for Enterprise customers. Collaborate cross-functionally on platform enhancements, including the design and rollout of new features and third-party widgets. Actively monitor and respond to internal sales engineering channels, providing real-time technical input to support revenue and retention efforts. Maintain a secure test environment to validate and reproduce customer-reported issues. Deliver consistently strong CSAT scores on par with broader Customer Success metrics. Technical Requirements 3+ years of experience in an Enterprise-level technical support, sales engineering, or customer success engineering role in a SaaS environment. Strong understanding of REST APIs and webhooks. Proven ability to interface directly with customers in a support or consultative capacity, with a focus on clarity, patience, and professionalism. Familiarity with Kibana logs and GitHub repos. Experience with technical ticketing and documentation platforms. Ability to manage multiple priorities across technical and customer-facing workstreams with minimal supervision. Excellent verbal and written communication skills, especially when translating technical topics for non-technical stakeholders. Experience working cross-functionally with product, engineering, and sales teams in a fast-paced environment. About You Customer facing skills combined with excellent verbal and written communication skills Ability to work with little to no supervision Open to criticism and a team player Adaptable, flexible and commercially aware Excellent organizational skills with the ability to prioritize and manage Strong diagnostic skills and holistic view for solution Base pay range: $70K-$100K CAD. This position may be eligible for a performance-based bonus. Exact compensation may vary based on skills and experience 100% company paid extended health insurance GRSP with 4% company match Casual office environment High-growth environment with collaborative and unique team culture Our Process We’ll review your application along with all the others we receive and pick the top profiles for a screening call. In many cases due to time constraints and our candidate volume, only the short-listed candidates are contacted but we do consider each application carefully. If you have been selected as a short-listed candidate, we will contact you for a short screening call to get to know you better. If you don’t get a call, please don’t be disappointed We receive many applications for each role and have to prioritize who we speak to. We thank all applicants in advance for their interest and taking the time to apply for this position at Jotform Jotform is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. Jotform values your privacy. You can find more information regarding our applicant privacy notice here: https://www.jotform.com/job-applicant-privacy/ Seniority level Mid-Senior level Employment type Full-time Job function Customer Service and Information Technology Industries Software Development Referrals increase your chances of interviewing at Jotform by 2x Sign in to set job alerts for “Customer Success Engineer” roles. Customer Success and Sales Operations Manager Burnaby, British Columbia, Canada 2 weeks ago Senior Enterprise Customer Success Manager Senior Customer Success Manager, Commerce (West Coast) Technical Solutions Engineer - Campus Switching, Wireless and Security Solutions Burnaby, British Columbia, Canada 8 months ago OTA Operations Engineer - Release Management L2 support Engineer with Java Experience We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr