Technical Customer Success Engineer

About the role

We’re looking for a Technical Customer Success Engineer who will build and manage relationships with engineering leaders and their teams post-sale. Our product is technical, so a deep understanding of computer science and agentic workflows is a core requirement of the role so you can communicate fluently with our customers.

You’ll lead enterprise-wide implementations of Macroscope by helping the customer come onboard and ensure their configurations will set them up for success with the product. You’ll teach them how to use Macroscope and help them find value immediately.

The insights you gather from our customers will shape the future of our product. You’ll receive feedback, build a feature, and have it land in production the same day. As part of our small team, you’ll work directly with the founders, engineers, and sales team to make strategic decisions that will define the trajectory of our product and company.

You’ll be the first line of defense when users run into issues. Your intimate understanding of Macroscope and Computer Science will help you quickly and accurately reply to a variety of customer questions. You’ll have the full support of our engineering team & can route issues to the team for investigation.

This is a hands-on role for someone who is driven by creating great customer experiences, has an eye for detail and making improvements, and feels excited by the ever-changing software development landscape.

Qualifications

Education & Technical Foundation

• Bachelor's degree in Computer Science, Software Engineering, or a related field
• Strong understanding of software development lifecycles, version control (especially Git), and modern development workflows

Core Technical Knowledge

• Deep familiarity with GitHub (pull requests, branching strategies, CI/CD pipelines, GitHub Apps) - Macroscope requires GitHub Cloud and operates by analyzing PRs, commits, and code changes through its GitHub integration
• Experience using agentic coding tools and their associated workflows
• Working knowledge of how codebases are structured and how code review processes work, including concepts like abstract syntax trees (ASTs) and static analysis
• Familiarity with project management and issue-tracking tools like Linear and Jira
• Deep understanding of how LLMs work at a conceptual level, including prompt engineering and AI-assisted code analysis

Customer-Facing & Domain Expertise

• Ability to speak credibly with both engineers and engineering leaders about topics like developer productivity, code quality, bug detection, and engineering allocation
• Experience onboarding technical products at companies ranging from small startups to large enterprises with hundreds of engineers
• Understanding of common engineering pain points
• Understanding of the competitive landscape of AI-powered code review tools (e.g., CodeRabbit, Cursor BugBot, Graphite Diamond, Greptile)

Professional Skills

• 3+ years in a customer success, solutions engineering, or technical account management role at a developer tools or SaaS company
• Track record of managing enterprise accounts and driving adoption and expansion
• Strong communication skills - ability to translate complex technical concepts for non-technical stakeholders (product leaders, CTOs, CEOs) while also going deep with senior engineers

Preferred / Bonus qualifications

• Prior professional software engineering experience (even a few years), so the candidate has first-hand empathy for the developer workflow
• Experience at an early-stage startup - Macroscope is a Series A company and the CSM will need to be adaptable and wear many hats
• Understanding of data security and compliance concerns relevant to giving a third-party tool access to source code - Macroscope emphasizes data security and maintains audited documentation through a Trust Center

Pay and benefits

The base pay for the Technical Customer Success position ranges from $120k/year to $250k/year. Pay is based on several factors and may vary depending on job-related knowledge, skills, and experience.

About You

• You are extremely high agency. We are a small startup and we intend to keep an extremely flat organizational structure for as long as possible. Instead of relying on people managers, product managers and heavy processes, we rely on exceptionally talented individuals with high agency to be self-motivated towards contributing to our mission.
• You want to work at an early stage startup. The default state of any startup is failure. The only way to overcome the daunting odds of making a startup venture successful is for a densely packed group of insanely hard working and talented people to work together to build something useful to and loved by customers. If you're not willing to work extremely hard on something high risk, this startup isn't for you.
• You act like an owner. You put immense care and craft into what you build because you take responsibility for all parts of the product. You don't walk past broken windows.
• You care about what we're building. Life's too short to work on something you're not passionate about. We are a small group of ambitious people who want to build something insanely great that we want to use, and that we think every company will want to use. If our mission and product don't resonate with you, we understand and would encourage you to find something that does.