Customer Success Engineer

• Account Reviews: Review merchant submissions against our acceptable use policy, risk thresholds, and compliance requirements.
• Technical Support: Respond to support tickets from developers covering integration issues, API questions, tax compliance inquiries, and feature requests.
• Plugins & Integrations: Build and maintain plugins, integrations, and tools that connect Creem with popular platforms and services used in the market.
• Market Research: Stay on top of what tools, platforms, and technologies merchants are using and ensure Creem can support their workflows.
• Community Engagement: Lead and participate in community initiatives, engage with developers on Discord and social channels, and help build a thriving ecosystem.
• Triage & Escalation: Direct customers to relevant documentation, identify knowledge base gaps, and escalate complex issues appropriately.
• Channel Monitoring: Monitor support channels (GitHub Issues, Discord, email) for customer questions and feedback.
• Internal Tooling: Build scripts, CLIs, and internal tools to improve support efficiency and help customers self serve.
• Issue Reproduction: Reproduce reported bugs and file detailed internal tickets to ensure product quality.
• Feedback Loop: Gather customer insights and work with product and engineering to drive meaningful improvements.

• Developer Empathy: Deep understanding of developers' pain points. You've been there and know what it's like to integrate with APIs at 2am.
• Hacker Mindset: Creative thinking to build small scripts, CLIs, and automation that continuously improves support quality.
• Community Builder: Natural ability to connect with people, foster discussions, and build relationships within developer communities.
• Ownership: You take responsibility for customer outcomes, not just ticket resolution.
• Technical Curiosity: Willingness to dig deep into technical issues and understand root causes.

• Developer Experience: 2+ years as a developer or in a technical support role with genuine empathy for developers' challenges.
• SQL Proficiency: Comfortable writing complex queries to troubleshoot issues and investigate customer problems.
• Command Line Comfort: Proficient with Linux/Unix and command line tools for debugging and issue resolution.
• Communication Excellence: Strong written communication skills with the ability to explain technical concepts clearly to customers.
• GitHub Fluency: Experience with GitHub Issues and Discussions as part of your workflow.

Bonus Qualifications

• Risk/Compliance Experience: Previous experience in fraud prevention, risk assessment, or compliance operations.
• Fintech/Payments Background: Understanding of payment processing, tax compliance, or merchant of record models.
• Content Creation: Blogs, tutorials, or YouTube videos on technical topics with genuine interest in sharing knowledge.
• Open Source: Contributions to open source projects or side projects/apps to showcase.
• Community Experience: Previous experience managing or actively participating in developer communities.

• Competitive Compensation: A highly competitive salary package reflecting your expertise and impact.
• Relocation Support: Comprehensive relocation assistance, visa processing if needed, and first month's rent covered.
• Equity Ownership: Meaningful equity giving you real skin in the game as we build together.
• Learning & Development: Dedicated budget for courses, conferences, and resources.
• Flexible Time Off: We trust you to manage your energy and take time when needed.
• Team Adventures: Regular gatherings in exciting locations to strengthen bonds and share ideas.
• Direct Impact: Your customer insights will directly influence product decisions.