Customer Success Engineer

About Burq

Burq is building a simpler way for businesses to offer delivery, turning a complex operational process into a ready-to-use solution. The company has been recognized by Fast Company as one of its Best Workplaces for Innovators and by Inc. Magazine as a 2025 Power Partner, reflecting its work in reshaping logistics and helping customers scale.

Supported by major Silicon Valley investors, Burq has assembled a global team and operates at scale while still giving each team member the chance to make a meaningful impact. This role is an opportunity to grow quickly while contributing to work that matters.

Role overview

The Customer Success Engineer is responsible for both the technical and commercial success of Burq’s most valuable customers, especially enterprise accounts. This person acts as the main contact for engineering and operations teams at the customer side, helping them solve issues, launch integrations, and evaluate expansion opportunities.

This is a highly technical customer-facing position. You will investigate issues such as webhook failures, dispatch problems, and carrier-selection questions on your own by reviewing logs, tracing API activity, and querying data directly. You will also create dashboards to track account health and identify trends, so customer conversations are informed by real data. From onboarding handoff through go-live and beyond, you will partner closely with Solutions Engineers and remain the long-term technical and commercial contact.

In practice, the role combines rapid troubleshooting with strategic account management. You may spend part of the day resolving an integration issue in a Slack channel and the rest of the day leading a quarterly business review with a VP of Operations and building the case for expansion into new markets.

Responsibilities

• Manage a portfolio of enterprise and strategic accounts, with responsibility for adoption, retention, and revenue growth as the main technical and commercial partner.
• Investigate and resolve customer issues independently by tracing API and webhook problems, reading logs, and fixing integration challenges whenever possible without escalating to engineering.
• Support customers with API integrations and product rollouts, from setup through live operations, while working directly with their engineering teams.
• Create and maintain dashboards and reports using SQL to track account health, usage patterns, and the business impact of Burq’s platform.
• Run quarterly business reviews and renewal discussions, connecting product performance and ROI to retention and expansion decisions.
• Spot and pursue expansion opportunities such as additional locations, new verticals, carriers, and product capabilities, in coordination with Sales.
• Introduce customers to new features and ensure strong adoption of tools and capabilities that help their business perform better.
• Represent customer needs internally by sharing recurring problems, feature requests, and product feedback with Product and Engineering in a technically actionable way.
• Create runbooks, documentation, and reusable troubleshooting tools to reduce resolution time and minimize dependence on engineering.

Requirements

• 3 to 6 years of experience in a technical post-sales or customer-facing role such as Customer Success Engineer, Technical Account Manager, Implementation Engineer, Support Engineer, or a technically heavy CSM role.
• Prior experience in logistics, supply chain, transportation, delivery, or a closely related field.
• Ability to troubleshoot integrations on your own, including reading API documentation and logs, tracing webhook or REST API failures, and resolving issues without constant engineering support. Light scripting in Python, JavaScript, or a similar language is an advantage.
• Strong SQL skills with the ability to query data directly and build your own dashboards and reports.
• Commercial awareness to handle renewals, retention, and expansion across complex enterprise accounts.
• Strong communication skills with the ability to explain technical issues in business terms and move comfortably between technical and executive audiences.
• Highly organized, self-driven, and able to manage multiple demanding enterprise customers with limited supervision in a fast-paced environment.

Nice to have

• Experience with parcel, last-mile, or multi-carrier delivery operations.
• Exposure to TMS, OMS, or WMS systems and how they integrate within an enterprise technology stack.
• Practical experience with BI or reporting tools such as Looker, Metabase, Tableau, or similar platforms.
• Familiarity with carrier APIs, label creation, tracking event streams, or EDI.
• Background in marketplace, on-demand, or gig-economy businesses.

Benefits

• Fully remote work arrangement.
• Medical, vision, and dental insurance.
• Reimbursement for educational courses.

Equal opportunity

Burq is committed to diversity and inclusion and is an equal opportunity employer. Hiring decisions are made without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.