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Customer Success Engineer - Central (USA)



Customer Service, Sales & Business Development
United States · Remote
Posted on Wednesday, July 3, 2024

Who We Are

Moveworks is the universal AI copilot for search and automation across all your business applications. We give employees one place to go to find information and get support while reducing costs for your business. The Moveworks Copilot is powered by an industry-leading Reasoning Engine that uses a combination of public and proprietary language models to understand employee queries, then build and execute multi-step plans that achieve them. It does this by linking into systems (like ITSM, HRIS, ERP, identity management, and more) with native and custom-built integrations that turn natural language into powerful automations for employees.

The world’s most innovative brands like Databricks, Broadcom, Hearst, and Palo Alto Networks trust Moveworks to eliminate repetitive support issues, deliver instant knowledge, and empower employees to work faster across applications.

Founded in 2016, Moveworks has raised $315 million in funding, at a valuation of $2.1 billion, thanks to our award-winning product and team. In 2023, we were included in the Forbes Cloud 100 list as well as the Forbes AI 50 for the fifth consecutive year. We were also recognized by the 2023 Edison Awards for AI Optimized Productivity, and were included on Fast Company's Most Innovative Companies list for 2024!

Moveworks has over 500 employees in six offices around the world, and is backed by some of the world's most prominent investors, including Kleiner Perkins, Lightspeed, Bain Capital Ventures, Sapphire Ventures, Iconiq, and more.

Come join one of the most innovative teams on the planet!

Location: Candidate will need to be located in EST (USA) or CST (USA)

What You Will Do

As a Customer Success Engineer at Moveworks, you’ll work alongside a Customer Success Manager to understand customer requirements and drive all technical aspects of the post-sales engagement with customers. In essence, you are responsible for the technical delivery of the Moveworks platform. This involves activities such as: validating proper access to customer infrastructure for API integrations, configuring the behavior of the Moveworks platform using configuration files, and advising customers on how they can modify their systems to optimize performance of the Moveworks platform.

You will play an advisory role to early customers, build long-term strategic relationships with both customers and partners, and ensure optimal customer experience and outcomes. Each of our team members is extremely hands-on, pushes boundaries, and is driven to deliver their best work. Because of this, you'll be the technical customer advocate internally, and have the opportunity to work closely with Product Management, Engineering and R&D teams and help to influence the product features based on feedback from customers.

This role is distinct from traditional enterprise SaaS implementation roles in several key ways. First, you’ll be performing this work in the context of a very fast-growing startup, where the product and implementation approaches can change on a weekly basis. Next is ownership - you’ll be the sole end-to-end technical owner of large-scale implementations where customers sometimes have 100k+ employees who will use our platform. Finally, there is growth opportunity - This role is the first of its kind, and as Moveworks grows there will be opportunities to take on more responsibility or move into different roles for those who demonstrate passion and competence.

If you’re ready to do the best work of your career and help build an enduring company in the process, we would love to meet you!

  • You will work with customers to gain a deep understanding of their business processes, system environments and IT infrastructure
  • You will integrate and implement Moveworks solutions to customers platform and backend systems in a secure and performant manner
  • You will work closely with engineering and product teams to ensure scheduled targets are met during implementation, onboarding, and escalated technical support projects.
  • You will be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with our engineering team
  • You will be our customer advocate in influencing product roadmap and improvements

What You Bring To The Table

  • You have 2+ years relevant work experience in a customer-facing technical role such as customer success engineer, solution engineer, or implementation consultant
  • You are proficient in using REST API’s and reading documentation to query new endpoints
  • You have a good understanding of data modeling and data pipelines
  • Your passion for understanding customers’ use cases, identifying gaps and resolving issues in the product is undeniable
  • You are confident in your communication and interpersonal skills
  • You have a great track record of driving successful technical adoption with medium to large-sized projects
  • You have hands-on experience in administering and deploying enterprise solutions
  • You have ample working knowledge of IT infrastructure and large SaaS platforms
  • Familiarity with enterprise ITSM platforms (e.g. ServiceNow, Jira Service Desk) and IDAM solutions (e.g. Okta, Active Directory) is a plus
  • You are proficient in Python, Java, Javascript and scripting languages like Powershell or Bash
  • You have familiarity with Linux and Windows environments and using the command line
  • You possess a bachelor’s degree or higher in Computer Science or a related field

You are willing to travel 10 - 25% of the time

Base Compensation Range: $90,000 - $183,000

Compensation Structure: Base + Bonus + Equity

*Our compensation package includes a market competitive salary, equity for all full time roles, exceptional benefits, and, for applicable roles, commissions or bonus plans.
Ultimately, in determining pay, final offers may vary from the amount listed based on geography, the role’s scope and complexity, the candidate’s experience and expertise, and other factors.

Moveworks Is An Equal Opportunity Employer
*Moveworks is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other characteristics protected by law.