Customer Success Engineer

We’re looking for a Customer Success Engineer to sit at the intersection of product, engineering, and our customers. This is a hands-on, customer-facing role for someone who enjoys solving real problems in production, building trust with technical stakeholders, and making complex systems feel reliable and easy to use. Role is in-person either in São Paulo, Brazil or Medellín, Colombia. You’ll work directly with IT teams at major hospitals and health insurance companies, supporting deployments, troubleshooting issues, delivering training, and acting as a long-term technical partner. The role involves regular travel within Brazil and/or Colombia . And fluency in Portuguese + English, Spanish + English or Spanish + Portuguese. What You’ll Do Customer Support & Troubleshooting : Act as a technical point of contact for customers. Investigate issues across integrations, APIs, RPA workflows and IT infrastructure, working closely with our engineering team to resolve them. Onboarding & Training : Lead technical onboarding, product walkthroughs, and training sessions for customer IT and operations teams, both remotely and on-site. Customer Relationships : Build strong, trusted relationships with technical stakeholders at hospitals and insurers. Translate customer needs into actionable feedback for product and engineering. Deployments & Integrations : Support customer environments during rollouts and upgrades, including integrations with hospital systems, internal IT infrastructure, and third-party tools. RPA Enablement : Support, troubleshoot, and adapt RPA-based integrations used to automate workflows where APIs are unavailable or limited. Incident Support : Help customers during incidents by triaging issues, communicating clearly, and coordinating resolution until systems are stable. Documentation & Enablement : Contribute to technical documentation, FAQs, runbooks, and training materials that improve customer self-sufficiency. Feedback Loop : Identify recurring issues and product gaps, and proactively work with internal teams to reduce friction and improve reliability. What We’re Looking For Strong technical troubleshooting skills , with the ability to reason through unfamiliar systems, organizations and environments. Customer-facing experience in a technical role (Customer Success Engineer, Solutions Engineer, Support Engineer, Implementation Engineer, etc.). Basic coding experience , preferably in Python and/or JavaScript , sufficient to debug issues, read code, write small scripts, or test integrations. Comfort working with APIs, logs, dashboards, and basic infrastructure concepts. Highly resourceful and proactive - you don’t wait for perfect instructions and can figure things out independently. Excellent communication skills , especially when explaining technical topics to non-engineers. Social and relationship-driven , comfortable spending time on-site with customers and representing the company. Eager to learn , especially in healthcare systems, integrations, and regulated environments. Willingness and ability to travel frequently within Brazil and/or Colombia. Nice to Have Experience working with healthcare systems, hospital IT, or health insurance platforms. Familiarity with cloud environments, Kubernetes, or observability tools (logs, metrics, tracing). Experience supporting enterprise or regulated customers. Spanish and/or Portuguese fluency, depending on location. This role is ideal for someone who wants deep exposure to real-world production systems, close contact with customers, and a meaningful impact on how our product succeeds in complex healthcare environments.