Founding Customer Success Engineer

The role

You will run the support queue and build a knowledge base from zero. You will diagnose technical issues and provide product signals to the engineering team to reduce customer friction.

What you will do

• Run the support queue and own Pylon and shared customer channels.
• Diagnose issues by reproducing them and reading data.
• Build the knowledge base from zero with articles, how-tos, or videos.
• Own the path a new customer takes from first login to first result.
• Bring product questions to the product team ranked by frequency.
• Write the playbook for escalation paths, response standards, and onboarding checklists.

Required qualifications

• 3+ years in customer success engineering, technical support, solutions or a technical account role.
• SQL.
• Comfort with APIs.
• Ability to read a schema.
• Ability to diagnose instead of escalating.
• Clear writing skills.
• In New York City or willing to relocate.

Nice to have

• Technical documentation you wrote that's publicly live.
• Experience running support on Pylon, Intercom, Zendesk or similar.
• Identity resolution, CDPs, match rates or marketing data.
• Experience making short product explainer videos.

Benefits

• Medical
• Dental
• Vision
• Meaningful equity

Before you apply

• Skip the cover letter.
• Tell us about a customer problem you diagnosed where the obvious answer was wrong.
• If you've published documentation, link it.

About the company

Minerva builds AI for marketing leaders to automate and accelerate workflows with AI agents. The team includes operators and investors from Citadel, Dentsu, Bridgewater, Meta Superintelligence, Growthloop, Amazon and Lazard.