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.