Customer Success Engineer

Position Title: Customer Success Engineer

Position Type: Full-time

Location: Dayton, OH (Primary); Huntsville, AL; St. Louis, MO; Remote (in order of preference)

Clearance: Active TS/SCI



Description:

Waypoint’s client is seeking a Customer Success Engineer to serve as a technical partner to customers, ensuring successful product implementation, adoption, and ongoing performance within mission-critical environments. This role blends technical expertise with customer engagement, acting as a bridge between end users and internal engineering teams.



The selected candidate will support onboarding, troubleshoot complex technical issues, provide user training, and drive customer success by ensuring solutions deliver maximum operational value. This position is ideal for professionals who excel at translating technical concepts into actionable outcomes for stakeholders.



Responsibilities:

• Diagnose complex technical issues and serve as an escalation point for support teams.


• Support customer onboarding, implementation, and adoption of technical solutions.


• Conduct product demonstrations and training sessions for users and stakeholders.


• Analyze logs and system data to troubleshoot issues such as API failures and performance concerns.


• Educate customers on best practices, new features, and system optimization strategies.


• Act as the voice of the customer, providing feedback to product and engineering teams to improve solutions.


• Build and maintain strong customer relationships to ensure long-term satisfaction and success.


• Monitor customer usage metrics and provide recommendations to improve performance and outcomes.


• Document product issues, bugs, and enhancement requests for engineering teams.

Required:

• Active TS/SCI clearance


• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field


• 3–5+ years of experience in technical support, sales engineering, customer success, or account management


• Experience troubleshooting technical systems, APIs, or software platforms


• Strong ability to communicate complex technical concepts to non-technical stakeholders


• Experience building customer relationships and managing stakeholder expectations


• Proactive, consultative approach to problem-solving and customer engagement

Desired:

• Experience in project development or leadership roles


• Familiarity with CRM and ticketing systems (e.g., EspoCRM or similar)


• Industry certifications such as AWS, CCIE, or ITIL


• Experience supporting cloud-based or enterprise software platforms


• Experience working in Agile or DevOps environments


• Strong analytical skills with experience reviewing system logs and performance data