[Hiring] Customer Success & Support Engineer @Sciemo

Role Description

This is a part-time, contract role requiring 20hrs a week with opportunity for more. You'll own the customer's experience of our product end to end — the one who trains them, writes the guides they learn from, runs their office hours, answers their questions, and carries their voice back into the company.

This is a Customer Success role with a real support desk at its core. Support is where you'll hear the customer most clearly — and you'll turn what you hear into better documentation, better training, and a better product. The most satisfying part of the job is watching whole categories of problems disappear:

• A guide that answers a question for good
• A training session that turns a struggling team into power users
• A feature you championed because you heard the same need ten times

You own the relationship, so this isn't a cost centre — it's how Sciemo keeps customers happy and keeps them. You'll develop your own methods, techniques, and style for how we train and communicate with customers — especially as we run office hours per client and want one recognizable, trusted person doing it. There's real room to shape how customer success works here and to grow with it.

Qualifications

• Excellent customer-facing communication, written and spoken
• Comfort running live sessions — trainings and office hours
• Strong writing skills
• Based in the United States, able to work US business hours
• Disciplined with a ticketing system
• Enough technical fluency to reproduce a bug, read an error message, and understand single sign-on and multi-factor authentication
• Sound judgement about when and how to escalate
• An eye for patterns and product sense

Requirements

• Be the customer's point of contact — and run their office hours
• Run regular office hours, including dedicated sessions per client
• Pull in engineering and the wider team when you need deeper answers
• Develop the methods, cadence, and communication style for useful sessions
• Run virtual trainings and onboarding sessions
• Build repeatable enablement: session formats, walkthroughs, and materials
• Create and maintain user documentation for ONE
• Own the customer support queue: receive, triage, and work incoming requests
• Look past the ticket to the problem behind it
• Receive and evaluate customer suggestions
• Handle first- and second-line work — standard fixes, lookups, hands-on help

Benefits

• Opportunity for growth and to shape customer success
• Work with a supportive team

How to apply

Apply through our careers page. Tell us briefly about a customer or user you helped succeed — a training you ran, a guide you wrote, or a support relationship you owned — what you did and how you knew it worked. If you have one, share a time you spotted a pattern in customer problems and turned it into a real change: a document, a training, or a product suggestion.

Equal Opportunity Employer

We are an equal opportunity employer and consider applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, veteran status, or any other characteristic protected by law. We actively encourage diversity, inclusion, and equitable hiring practices.

If you require accommodations during the hiring process, please reach out to our recruitment team at [email protected]