[Hiring] Senior Customer Success Engineer @Bask Health

Role Description

We're looking for a Senior Customer Success Engineer to help Bask Health's customers successfully implement, integrate, troubleshoot, and adopt our software platform. This role combines technical problem-solving with customer-facing communication and long-term customer success.

• Work directly with merchants, entrepreneurs, and healthcare businesses using Bask Health.
• Develop a strong technical understanding of how systems work together and how customers use them.
• Serve as a technical point of contact for customers needing help with complex implementations and troubleshooting.
• Collaborate with customer success managers to understand customer goals and identify technical challenges.
• Provide technical guidance during onboarding, implementation, and introduction of new capabilities.
• Investigate customer-reported issues and identify likely causes using technical tools and documentation.
• Work with engineering teams to resolve issues requiring code changes or deeper product expertise.
• Communicate technical findings and next steps in an understandable way for customers.
• Help customers troubleshoot API integrations, webhooks, and other supported connections.
• Assist with platform configuration challenges involving storefronts and workflows.
• Document findings for clear records of technical issues and resolutions.
• Proactively identify recurring technical challenges affecting multiple customers.
• Recommend improvements to onboarding processes and technical customer education.
• Participate in technical customer meetings when specialized knowledge is needed.
• Maintain awareness of security, privacy, and appropriate handling of sensitive information.
• Contribute to internal technical documentation and troubleshooting guides.
• Mentor less-experienced customer success engineers.

Qualifications

• 5+ years of relevant experience in customer success engineering, technical account management, or a closely related role.
• Demonstrated experience supporting customers using B2B SaaS or complex software platforms.
• Strong technical troubleshooting and problem-solving skills.
• Experience investigating software configuration, integration, or application issues.
• Working knowledge of REST APIs, HTTP requests, and common integration concepts.
• Ability to explain complex technical concepts to nontechnical stakeholders.
• Strong written and verbal communication skills.
• Experience using technical ticketing or customer support systems.
• Comfortable working independently in a remote environment.

Requirements

• Experience collaborating with software engineers on customer-reported issues.
• Ability to reproduce bugs and provide clear technical reproduction steps.
• Experience distinguishing product defects from configuration or integration issues.
• Strong understanding of software onboarding and implementation processes.
• Ability to manage complex technical escalations independently.
• Strong attention to detail and commitment to technical accuracy.
• Availability to collaborate during required U.S. Eastern Time working hours.

Benefits

• Opportunity to work with an entrepreneurial, product-focused team.
• Engagement in a role that combines technical and customer-facing responsibilities.
• Potential for mentorship and professional development.