[Hiring] Customer Success Engineer @Streamline Digital

Role Description

We're looking for a Customer Success Engineer to serve as a technical partner to our customers, helping them get maximum value from our product. You'll sit at the intersection of engineering, support, and customer success — troubleshooting complex technical issues, guiding implementations, and advocating for customer needs internally. This role also carries deep hands-on responsibility for our Apple device management stack, so strong MDM/Jamf expertise is core to the position, not a nice-to-have.

This is a contract, remote position open to candidates based in Central Asia, India, and Europe. Given the significant time difference from the US West Coast (typically 12–13 hours ahead of PT, depending on daylight saving), this role requires a late-night to early-morning working schedule locally in order to align with Pacific Time Zone (PT) business hours to provide support to our North America-based customers.

Key Responsibilities

• Device & Endpoint Management
  • Deploy and manage applications, configurations, and profiles via Apple Configurator and MDM clients
  • Administer Jamf (required) and support InTune environments where applicable
  • Manage device assignment, certificate renewals, APNS, and supervision identities through Apple Business Manager
  • Apply mobile security best practices, including IdP/MFA integration and device hardening
• Customer & Technical Support
  • Serve as the primary technical point of contact for a portfolio of customer accounts throughout their lifecycle
  • Troubleshoot and resolve complex technical issues — including application installation, network connectivity (VPN, DMZ, firewall-related), and device management issues — through debugging, log analysis, and API-level investigation
  • Design and implement technical solutions, integrations, and workarounds tailored to customer environments, including custom API interactions and scripting (Bash/Python) for workflow automation
  • Partner with Customer Success Managers to ensure smooth onboarding, adoption, and renewal of accounts
  • Lead technical onboarding calls, product demos, and training sessions for customers during PT business hours
  • Monitor and triage tickets via the help desk system, meeting SLA commitments for response and resolution
• Documentation & Continuous Improvement
  • Write and maintain technical documentation, runbooks, and knowledge base articles
  • Identify patterns in customer issues and feedback, and advocate for product/engineering improvements
  • Collaborate with Engineering and Product teams to escalate and track bugs or feature requests
  • Monitor customer health metrics and proactively flag technical risks that could affect retention
  • Contribute to internal tooling and automation that improves support efficiency

Qualifications

• 5+ years of hands-on experience with iOS and macOS in an MDM/EMM environment; mobile device support is essential
• Multiple years of Jamf experience required; Jamf 300 (or higher) certification required
• Apple Business Manager (formerly Apple DEP) experience
• Experience with InTune desired but not required
• 3+ years in a customer-facing technical role (customer success engineering, technical support, solutions engineering, or similar)
• 2+ years of Bash and/or Python experience for scripting and workflow automation
• 4+ years working with external APIs to interact with data; ability to build custom APIs (e.g., via Swagger) preferred
• Strong troubleshooting skills across web applications, APIs, and/or SaaS platforms
• Experience with debugging tools, log analysis, and reading stack traces

Requirements

• Based in Central Asia, India, and Europe, with willingness to work a schedule aligned to Pacific Time Zone hours (approx. 9:00 AM–6:00 PM PT), which falls late night to early morning local time
• Fluent English (written and verbal), with the ability to explain technical concepts to non-technical audiences
• Strong ownership mentality, organizational skills, and ability to manage multiple priorities independently
• Comfortable working in fast-paced production environments under strict SLAs, with a "measure twice, cut once" mentality
• Reliable high-speed internet connection and a quiet, dedicated home-office setup suitable for video calls

Nice to Have

• Prior experience working overnight or split-shift schedules for a US-based or Western company
• Experience with REST APIs, webhooks, or integration platforms
• Familiarity with cloud infrastructure (AWS, GCP, or Azure)
• Background in a technical support or DevOps-adjacent role
• Experience with support/CS tooling (Zendesk, Salesforce)
• SQL or data analysis experience for building customer health dashboards

What Success Looks Like

• High customer satisfaction (CSAT/NPS) scores on technical interactions
• Reduced time-to-resolution for escalated technical issues
• Strong renewal and expansion rates within your account portfolio
• Meaningful contributions to product improvements based on customer insight
• Consistent, reliable availability and responsiveness during PT working hours

Engagement Terms

Per contractual agreement.