Customer Success Engineer

About Burq

Burq was founded to simplify how businesses offer delivery, turning a complicated process into a straightforward, ready-to-use solution. The company has earned recognition from Fast Company as one of the Best Workplaces for Innovators and from Inc. Magazine as a 2025 Power Partner, reflecting its work reshaping logistics while helping partners scale.

Supported by top Silicon Valley investors including Village Global, whose backers include Bill Gates, Jeff Bezos, Mark Zuckerberg, Reid Hoffman, and Sara Blakely, Burq has grown a strong global team. The company operates at scale while still giving each team member the chance to make a significant impact and accelerate their career growth.

Role Overview

The Customer Success Engineer is responsible for both the technical and business health of Burq’s most important customers, especially enterprise accounts. This person becomes the trusted partner for customer engineering and operations teams when issues arise, when new integrations are launched, and when expansion decisions are being made. The role blends customer success ownership with strong technical depth, allowing the person to investigate and solve issues directly rather than sending every problem to engineering.

This is a highly technical post-sales role. If a webhook stops working, an order cannot be dispatched, or a customer needs clarity on carrier selection, you are expected to troubleshoot the issue yourself by reviewing logs, following API activity, and querying data directly. You will also create and manage your own dashboards to monitor account health and highlight trends, so that customer conversations are informed by real data. From handoff with Solutions Engineers through go-live and beyond, you remain the main technical and commercial contact.

The role requires a mix of rapid troubleshooting and strategic account management. On one hand, you may be solving an integration problem in a Slack thread; on the other, you may be guiding a VP of Operations through a quarterly review and making the case for growth into new locations.

Key Responsibilities

• Manage a portfolio of enterprise and strategic accounts, with responsibility for adoption, retention, and revenue growth as the primary technical and commercial contact.
• Investigate and resolve customer issues independently by tracing API and webhook failures, reviewing logs, and fixing integration problems without unnecessary escalation.
• Support customers through API integrations and feature launches, from setup through live order processing, while working closely with their engineering teams.
• Create and maintain dashboards and reports, using SQL to track account health, identify usage patterns, and measure the value Burq delivers.
• Run quarterly business reviews and renewal discussions, turning platform results and ROI into a strong retention and expansion story.
• Spot and advance upsell and cross-sell opportunities such as additional locations, new carriers, vertical expansion, and added product capabilities, in collaboration with Sales.
• Ensure customers are aware of and adopting new Burq features that improve their business outcomes.
• Act as the customer’s internal advocate by sharing recurring issues, product gaps, and feedback with Product and Engineering in a technically useful way.
• Build runbooks, documentation, and reusable troubleshooting tools to reduce resolution times and limit reliance on engineering.

Requirements

• 3 to 6 years of experience in a technical, customer-facing post-sales position such as Customer Success Engineer, Technical Account Manager, Implementation Engineer, Support Engineer, or a technically oriented CSM role.
• Hands-on background in logistics, supply chain, transportation, delivery, or a closely related field, with existing knowledge of how delivery and fulfillment operations work.
• Ability to troubleshoot integrations on your own, including reading API documentation and logs, tracing webhook or REST API issues, and resolving problems without depending heavily on engineering; basic scripting knowledge in Python, JavaScript, or a similar language is beneficial.
• Strong SQL skills, with the ability to query data directly and build dashboards and reports without relying on a data team.
• Commercial awareness, including managing renewals and retention, identifying expansion opportunities, and handling complex enterprise accounts with multiple stakeholders.
• Strong communication skills that allow you to explain technical concepts in business terms and move comfortably between engineers and executive stakeholders.
• Highly organized and self-driven, with the ability to manage a demanding book of enterprise accounts in a fast-paced startup environment.

Nice to Have

• Experience working with parcel, last-mile, or multi-carrier delivery operations.
• Exposure to TMS, OMS, and WMS systems and how they interact within a broader enterprise technology stack.
• Practical use of BI or dashboarding platforms such as Looker, Metabase, Tableau, or similar tools.
• Familiarity with carrier APIs, label creation, tracking event streams, or EDI.
• Experience in marketplace, on-demand, or gig-economy products.

Benefits

Burq offers a fully remote setup, along with medical, vision, and dental insurance. The company also provides reimbursement for educational courses to support continued learning and development.

Equal Opportunity Statement

Burq is committed to equal employment opportunity and welcomes applicants regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.