Customer Success Technologist - Remote

Overview

The Customer Success Technologist (CST) is a hybrid technical enablement and support role that accelerates time-to-value and strengthens long-term adoption by serving as the go-to technical resource for agency admins, analysts, and training leads.

In Short

• Serve as the technical point of contact for frontline users.
• Triage inbound questions from customers and resolve or escalate.
• Deliver onboarding and refresher trainings tailored to users.
• Act as the first point of contact for CSMs seeking product knowledge.
• Collaborate with Product, Engineering, and Support to document customer pain points.
• Support testing and rollout of new features with key customer partners.
• Analyze training metrics and ticket trends.
• Lead feature rollout or feedback session with customers.
• Implement internal train-back programs and role-based learning.
• Own technical guidance for Safe City accounts and drive process improvements.

Requirements

• Experience in customer support and troubleshooting.
• Strong training and enablement skills.
• Ability to collaborate cross-functionally.
• Excellent communication skills.
• Technical expertise in product knowledge.
• Problem-solving mindset.
• Experience with data analysis.
• Ability to manage multiple priorities.
• Experience in a technology or public safety environment is a plus.
• Willingness to learn and adapt.

Benefits

• Flexible PTO plus 11 company holidays.
• Fully-paid health benefits including Medical, Dental, and Vision.
• 12 weeks of 100% paid parental leave.
• $50,000-lifetime maximum benefit for fertility and family benefits.
• Mental health benefits through Spring Health.
• Caregiver support through Cariloop.
• WFH Stipend of $150 per month.
• Productivity Stipend of $250 per year.
• One-time $750 Home Office Stipend.
• Equity and bonus opportunities.