Customer Success Engineer

Company: Descope
Location: Los Altos
Posted on: March 27, 2025

Job Description:

Our Customer Success team plays a critical role in ensuring the success and satisfaction of our customers as they integrate and implement Descope's authentication services. This highly technical team focuses on building strong customer relationships and helping them achieve their goals-from onboarding and implementation to scaling Descope solutions in production environments.Core Responsibilities

• The Customer Success team empowers customers to become experts in Descope's authentication features, offering hands-on support, best practices, and guidance throughout the customer journey. By profoundly understanding customer use cases, the team provides tailored advice, ensures successful integrations and champions customer needs across internal teams.
• The Customer Success team also works alongside our DevRel team to create and maintain valuable resources like KB articles, documentation, and example code to support our customers' technical needs. While their primary focus is direct customer interaction, they contribute to resources that enable efficient self-service and faster adoption of Descope's solutions.
• This team works closely with product managers, engineering, and other cross-functional teams, ensuring that customer feedback translates into continuous improvements in the product and overall customer experience. They also help identify feature requests, advocate for customers internally, and contribute to developing tools and materials that enhance the customer journey.
• Advocate for Customer Success: Partner with customers to understand their goals, challenges, and technical needs. Provide guidance and technical direction to help them integrate and implement Descope's services successfully.
• Own the Implementation Process: Lead customers and prospects (POCs) through the end-to-end implementation process, assisting with planning, designing, and deploying Descope into their applications. Troubleshoot and resolve integration challenges to ensure a seamless experience.
• Champion the Customer Voice: Gather and communicate customer feedback to internal teams, including product management and engineering, to prioritize features and product improvements that address customer needs.
• Provide Training and Enablement Support: Design and deliver training sessions to enable customers and their teams to become proficient in Descope's features. Serve as the go-to technical expert for troubleshooting, advanced use cases, and technical enablement throughout the customer journey.
• Collaborate Across Teams: Work closely with product management, engineering, and marketing to ensure a unified customer experience. Prepare resources and guidance for customers to support new feature launches and updates.
• Build Long-term Relationships: Act as a trusted advisor to customers post-sales, ensuring their continued success and satisfaction with Descope's authentication solutions.Requirements
  • Extraordinary interpersonal skills: Ability to communicate effectively, build rapport, and explain complex technical concepts to diverse audiences in written and verbal forms.
  • 3+ years of experience working with customers: Proven ability to support enterprise and startup customers through software implementation processes with a hands-on approach. Skilled in managing implementation programs at both the project and technical levels.
  • Frontend/Backend Web development experience: Proficiency in modern web development frameworks and languages, such as JavaScript (ReactJS, NodeJS, NextJS), Golang, or Python. Experience building and deploying scalable web applications.
  • Mobile development experience: Hands-on experience with mobile application development using Swift (iOS) and/or Kotlin (Android). Familiarity with mobile app architecture, debugging, and performance optimization.
  • Authentication/Authorization expertise: Strong understanding of AuthN and AuthZ concepts and authentication methods and protocols.
  • Technical enablement and documentation skills: Ability to create clear, concise, and engaging technical resources, such as guides, KB articles, and example code, to support customer success.
  • Demonstrated problem-solving skills: Ability to troubleshoot and resolve technical challenges during implementation, ensuring a seamless customer experience.
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Keywords: Descope, San Francisco , Customer Success Engineer, Engineering , Los Altos, California