Strategic Customer Success Engineer
Fingerprint empowers developers to stop online fraud at the source.
We work on turning radical new ideas in the fraud detection space into reality. Our products are developer-focused and our clients range from solo developers to publicly traded companies. We are a globally dispersed, 100% remote company with a strong open-source focus. Our flagship open-source project is FingerprintJS (20K stars on GitHub).
We have raised $77M and are backed by Craft Ventures (previously invested in Tesla, Facebook, Airbnb ), Nexus Venture Partners (previously invested in Postman, Apollo.io, MinIO, Druva) and Uncorrelated Ventures (previously invested in Redis, Rollbar & Gradle).
We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Fingerprint recruiting email communications will always come from the @fingerprint.com domain. Any outreach claiming to be from Fingerprint via other sources should be ignored.
We are seeking an experienced and dynamic Strategic Customer Success Engineer to join our team. In this role, you will be the technical point of contact for our enterprise customers, ensuring they receive maximum value from our products and services. You will collaborate closely with our Customer Success Managers, Sales, Product, and Engineer teams to deliver tailored solutions that meet the unique needs of our most strategic clients. Your ability to understand customer challenges, provide technical guidance, and drive successful product adoption will be critical to the long-term success of our customers and our company.
Key Responsibilities:
- Technical Expertise: Act as the primary technical resource for our largest customers, providing expert guidance on the deployment, integration, and optimization of our products.
- Customer Onboarding: Lead the technical onboarding process for new strategic customers, ensuring a smooth and efficient setup that meets their specific requirements and goals.
- Ongoing Support: Provide ongoing technical support and troubleshooting to enterprise clients, addressing their concerns promptly and effectively.
- Customer Advocacy: Serve as the voice of the customer within the company, advocating for their needs and working with internal teams to ensure customer satisfaction.
- Product Adoption: Partner with clients to align Fingerprint’s roadmap with their priorities while driving broader adoption of our capabilities. Capture feedback on performance and feature needs, collaborating with product and engineering teams to shape direction and deliver long-term impact for both sides.
- Relationship Management: Build and maintain strong relationships with key technical and business stakeholders within enterprise accounts, driving thought leadership and acting as a trusted advisor and strategic partner.
- Reporting: Monitor and analyze customer health metrics and usage data, leveraging visualization tools to distill insights. Create reports that highlight trends, risks, and opportunities, and translate findings into actionable recommendations that help clients and internal teams achieve their goals.
Qualifications:
- Experience: 5+ years of experience in a customer success, professional services, or solutions engineering role, preferably within a SaaS or enterprise software environment with a focus on large accounts.
- Location: Remote, Pacific Time Zone, Preference for candidates located in the San Francisco Bay area
- Technical skills:
- Strong hands-on JavaScript experience in a professional environment, especially in debugging or building integrations
- Experience working with RESTful APIs and other web services
- Strong SQL skills; PostgreSQL experience preferred. It's used regularly to debug issues and to surface insights into customer usage and integration behavior
- Familiarity with software development lifecycles and modern API architectures
- Experience with at least one of our supported SDK languages (Go, Node.js, Python, PHP, C#, Java) is preferred
- Bonus: experience deploying serverless functions or working with cloud platforms like Cloudflare Workers or AWS Lambda, especially in the context of API integrations
- Problem-Solving: Exceptional troubleshooting skills with the ability to diagnose and resolve complex technical issues independently.
- Communication: Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical stakeholders.
- Adaptability: Track record of thriving in highly ambiguous, fast-paced environments.
- Customer Focus: Demonstrated ability to understand customer needs and deliver solutions that drive success.
- Collaboration: Proven ability to work cross-functionally with sales, product, and engineering teams to achieve common goals.
- Education: Bachelor’s degree in Computer Science, Engineering, or a related field is preferred.
For US-based employees, the cash base compensation range for this role is $150,000 – $170,000. This role includes a bonus. We set standard ranges for all US roles based on function, level, and geographic location, benchmarked against similar stage growth companies. To comply with local legislation and provide greater transparency, we share salary ranges on all job postings. However, these ranges are specific to the hiring location and may differ within or outside the US.
We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Fingerprint recruiting email communications will always come from the @fingerprint.com domain. Any outreach claiming to be from Fingerprint via other sources should be ignored.
Offers vary depending on, but not limited to, relevant experience, education, certifications/licenses, skills, training, and market conditions.
Due to regulatory and security reasons, there’s a small number of countries where we cannot have Fingerprint teammates based. Additionally, because Fingerprint is an all-remote company and people can join our workforce from almost any country, we do not sponsor visas. Fingerprint teammates need to be authorized to work from their home location.
We are dedicated to creating an inclusive work environment for everyone. We embrace and celebrate the unique experiences, perspectives and cultural backgrounds that each employee brings to our workplace. Fingerprint strives to foster an environment where our employees feel respected, valued and empowered, and our team members are at the forefront in helping us promote and sustain an inclusive workplace. We highly encourage people from underrepresented groups in tech to apply.
If you are applying as a resident of California, please read our CCPA notice here
If you are applying as a resident of the EU, please read our GDPR notice here
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Fingerprint empowers developers to stop online fraud at the source.
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