About the role
Customer Success Engineer Resend is growing fast, and there are now over 3 million developers using it. Many of these customers are coming for a superior support experience. We're looking to extend our cracked Success team to support the next wave of developers. As our user base continues to grow, we have increased demand across all time zones and days of the week. This role is fully remote based in UTC-3 to UTC-8 time zones, with some expected travel for team offsites, conferences, meetups, and more. Read more about how we work, how we hire, and what we value here. In this role, you will… - Be the front-line of customer requests - Debug, report, and ship scoped fixes for bugs and regressions - Turn recurring tickets into permanent fixes by shipping docs, product PRs, or agent improvements so the same question doesn't come back - Train and improve our AI support agent by refining prompts, adding tools, and running evals so more tickets resolve before reaching a human - Create guides and examples that showcase what's possible with Resend - Proactively build relationships and identify potential papercuts for customers - Advocate for customer needs to the greater Resend team You will be a great fit if you... - Love helping solve problems for developers - Can handle and perform under customer pressure - Have 3-5 years of technical support or success experience - You've scaled support at a high-growth company, using automation and AI to grow resolution capacity faster than headcount - Have experience improving email deliverability What it means to join the team: - Honest and low-ego team - Autonomy to “just ship it” - Ownership of problems and solutions - 100% remote team with flexible working schedules - Modern tech stack (Next.js, Plain, Raycast, Retool, Notion, etc.) - Comp: $120,000 - $140,000 USD, commensurate with experience Learn more about how we work: - What is our vision for exceptional support - How we scale support - How we work About Resend We are building the modern email sending platform for developers. We care deeply about quality, craft, and the developer experience. Our fully remote team of 50 spans 15 countries and counting. We're backed by a16z, Y Combinator, and others. Meet the humans → Americas / Remote / Full-time
Key responsibilities
- check_circleCollaborate with the team on day-to-day project tasks
- check_circleLearn tools and processes used by the organization
- check_circleDocument work and participate in team meetings
- check_circleSupport quality checks and continuous improvement
Requirements
- check_circleBe the front-line of customer requests
- check_circleDebug, report, and ship scoped fixes for bugs and regressions
- check_circleTurn recurring tickets into permanent fixes by shipping docs, product PRs, or agent improvements so the same question doesn't come back
- check_circleTrain and improve our AI support agent by refining prompts, adding tools, and running evals so more tickets resolve before reaching a human
- check_circleCreate guides and examples that showcase what's possible with Resend
- check_circleProactively build relationships and identify potential papercuts for customers
- check_circleAdvocate for customer needs to the greater Resend team
- check_circleLove helping solve problems for developers
- check_circleCan handle and perform under customer pressure
- check_circleHave 3-5 years of technical support or success experience
- check_circleYou've scaled support at a high-growth company, using automation and AI to grow resolution capacity faster than headcount
- check_circleHave experience improving email deliverability
Skills & keywords
Benefits & perks
- check_circleMentorship
- check_circleCertificate of completion
- check_circleFlexible work arrangement where applicable