[Hiring] Customer Success Engineer II @Capacity

Role Description

We are seeking a highly experienced and motivated Customer Success Engineer to join our company. As the Customer Success Engineer II, you will support a growing base of enterprise customers across Brazil and LATAM. You will be the hands-on technical owner for building and tuning Agentic Intelligent Virtual Agents (IVAs) and for implementing and supporting Agent Guidance.

This is a remote, full-time role in Capacity Customer Success Engineering, based in Brazil and reporting to the Director of Customer Success Engineering. Candidates outside of Brazil may be considered; however, depending on location, position would be structured as a contracting role.

In your first 30 days you will learn the platform and shadow launches, Agent Guidance deployments, and customer calls; by 60 days you will co-lead customer meetings, own IVA builds, and join the on-call rotation; by 90 days you will own a portfolio of accounts, including production uptime and Sev 1 response.

Tools: Jira, Slack, Google Workspace, Smartsheet, Power BI and SQL, and the Capacity platform (training provided).

Responsibilities

• Design, build, and tune Agentic IVAs (voice and chat) on the Capacity platform.
• Implement, configure, and support Agent Guidance.
• Own hands-on technical integration for customer deployments.
• Own the uptime and production health of customer IVA and Agent Guidance deployments.
• Serve as the technical responder for Sev 1 issues as part of the on-call rotation.
• Serve as the primary Portuguese-speaking technical liaison between customer technical teams and Capacity’s teams.
• Localize and validate solutions in Brazilian Portuguese across dashboards, reports, and agent/admin interfaces.
• Lead discovery and requirements gathering and produce the technical and functional documentation.
• Write and execute test cases for integrations, workflows, and conversation flows prior to UAT.
• Support production dashboards and reporting in partnership with Capacity’s Conversation Intelligence and BI teams.
• Provide day-to-day technical support during POC, pilot, and UAT windows across active engagements.
• Maintain accurate documentation and epic hygiene within Jira throughout each engagement.
• Build repeatable delivery playbooks and documentation.

Qualifications

• Bachelor’s degree or equivalent experience, and 4+ years in a client-facing technical role.
• Fluent in Brazilian Portuguese and professional working English.
• 5+ years building API integrations using REST, SOAP, or GraphQL.
• Proficient in Python and JavaScript.
• Hands-on experience integrating contact-center and telephony platforms.
• Experience building or migrating agentic voice or conversational AI solutions.
• Experience supporting production systems, including incident response and Sev 1 escalations.
• Data literacy: Excel required, SQL and BI tools preferred.
• Excellent communication and consultative delivery skills.
• Demonstrated ability to lead technical delivery for a client.
• Preferably, based in Brazil and eligible to work in Brazil.

Requirements

• Experience with contact center, conversation analytics, and agentic AI.
• Working knowledge of how LLMs behave.
• Experience in utilities, energy, or another regulated enterprise contact-center environment.
• Familiarity with Salesforce or similar CRM integration patterns.
• Enterprise experience from onboarding through renewal and expansion.

Benefits

• Employer-paid health insurance (for you and your eligible dependents).
• Profit Interest Units/incentive compensation.
• Unlimited vacation policy.
• 401(k) with a company match.
• Short term disability insurance.
• Group life AD&D insurance.
• A supportive, diverse workplace.
• A fun and collaborative team culture.

Salary Range

The expected base salary for this role is between $65,000 and $75,000 USD; actual salary will be commensurate with a candidate's experience, skill and location.

Company Description

At Capacity, we value more than just hard skills. Our goal is to build a holistic and diverse team. We strive to elevate our community by furthering access to education and careers in the tech space through our affiliated nonprofit, Create A Loop.