As a Senior Customer Success Engineer, you will design and implement automation strategies to enhance customer outcomes, unify technical documentation, and optimize AI support agents while serving as the first line of technical escalation during onboarding.
Position Overview
At MontyCloud, we believe cloud operations should be intelligently automated and remarkably simple. We’re an ambitious, execution-focused team redefining how organizations operate in the cloud. We work with a strong sense of ownership, a bias for action, and a commitment to delivering real value for our customers. As we continue to scale, we're looking for someone who thrives in a collaborative environment and is excited to help shape what comes next.
As a Customer Success Engineer (CSE) at MontyCloud, you will bridge the gap between deep cloud infrastructure expertise and customer outcomes. Reporting to the Head of Customer Success, you are the technical backbone of our post-sales operational delivery. In this role, you will help design, implement, and protect a highly scalable "technical defense layer" that allows MontyCloud to scale its customer footprint while accelerating time to value (TTV).
You will move beyond executing ad-hoc, manual support tasks. Instead, you will work closely with Product, Support, and Solutions Engineering (SE) teams to centralize fragmented product data into a single source of truth. You will leverage this unified knowledge to scale our tier-1 technical support architectures and build technical success plans to achieve operational leverage.
Key Responsibilities
- Architect Technical Self-Service: Partner with the Product, Support, and SE directors to unify fractured product documentation, knowledge base articles, and technical notes into a centralized repository.
- Build and Optimize AI Agent Architectures: Serve as the technical lead for deploying and continuously tuning AI support agents. Train and optimize these agents against our corporate dataset to resolve Tier 1 inquiries, manage tenant configuration queries, and trigger seamless human escalations when necessary.
- Protect Engineering & SE Mindshare: Build a strong first line of defense using technical automation to deflect low-level technical inquiries, freeing up pre-sales Solutions Engineers to focus strictly on strategic architecture and complex expansions.
- Unify Platform Data: Work aggressively to operationalize standardized technical data metrics, such as tenant activation velocity and technical friction tracking, to ensure our core datasets are clean and reliable.
- Technical Onboarding & Escalation: Act as the first line of defense for technical escalation within the post-sales team, resolving complex architecture roadblocks for enterprise customers during their critical first 90 days.
Requirements
- 5+ years in a highly technical, customer-facing role (Customer Success Engineer, Solutions Architect, Technical Account Manager, or Tier 3 Support Engineer).
- Strong foundational cloud engineering background (AWS certifications like Solutions Architect Professional or DevOps Engineer are highly preferred).
- Hands-on experience or a strong functional understanding of deploying modern LLM-powered AI agents, search/retrieval systems (RAG), or complex workflow automation.
- Proven capability to build technical documentation, standard operating procedures, and structured knowledge bases from scratch.
- Experience with SaaS infrastructure, multi-tenant cloud architectures, and cloud cost/governance strategies.
Why You’ll Love Working Here
- Join a high-caliber team that values ownership, collaboration, and delivering exceptional customer outcomes
- Play a key role in shaping our demand engine and influencing our growth trajectory
- Work on a differentiated product in a rapidly evolving cloud operations market
- Be part of an environment that encourages bold ideas, thoughtful experimentation, and a bias for action
- Competitive compensation, equity, and benefits
Ready to Build What’s Next?
If you’re excited to create impactful programs, move fast, and help shape the future of cloud operations, we’d love to hear from you.
Apply today and help us define the next chapter of cloud operations.
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