Customer Success & Support Engineer

about sciemo

Sciemo builds AI for consumer goods: technology that helps businesses make faster, smarter, and more human decisions across the entire IBP process. From optimizing promotions to balancing demand and supply, Sciemo's platform transforms messy, siloed data into measurable business impact. Its AI agents assist decision-makers in real-time, turning complexity into clarity. We are headquartered in New York City.

About the role

This is a part-time, contract role requiring 20hrs a week with opportunity for more.

You'll own the customer's experience of our product end to end — the one who trains them, writes the guides they learn from, runs their office hours, answers their questions, and carries their voice back into the company.

This is a Customer Success role with a real support desk at its core. Support is where you'll hear the customer most clearly — and you'll turn what you hear into better documentation, better training, and a better product. The most satisfying part of the job is watching whole categories of problems disappear: a guide that answers a question for good, a training session that turns a struggling team into power users, a feature you championed because you heard the same need ten times. You own the relationship, so this isn't a cost centre — it's how Sciemo keeps customers happy and keeps them.

You'll develop your own methods, techniques, and style for how we train and communicate with customers — especially as we run office hours per client and want one recognizable, trusted person doing it. There's real room to shape how customer success works here and to grow with it.

What you'll do

Be the customer's point of contact — and run their office hours

• Be the primary person our customers come to. Run regular office hours, including dedicated sessions per client, where customers bring questions, requests, and feedback.

• Pull in engineering (including our product lead) and the wider team when you need deeper answers — but you own the relationship and run the room.

• Develop the methods, cadence, and communication style that make those sessions genuinely useful — and make you the trusted face of Sciemo to each customer.

Train and enable customers

• Run virtual trainings and onboarding sessions — be the power-user ambassador who gets customers from "logged in" to "getting real value."

• Build repeatable enablement: session formats, walkthroughs, and materials that scale as we add customers.

Own the product's user documentation

• Create and maintain the user documentation for ONE — the guides, how-tos, and knowledge base customers (and their own power users) rely on.

• Keep it current as the product changes, and write a new article for anything asked more than twice, so the repeat question stops reaching a person.

Run the support desk

• Own the customer support queue: receive, triage, and work incoming requests — access and accounts, sign-in problems, data corrections, configuration questions, and how-to guidance.

• Keep customers informed against response and resolution targets, and close the loop when follow-up work lands. Clear, consistent classification is part of answering, not paperwork afterwards.

Turn problems into fixes

• Look past the ticket to the problem behind it. When something is genuinely broken, reproduce and diagnose it, then raise a well-evidenced bug or incident on the customer's behalf — a good handoff to engineering is the resolution.

Carry the customer's voice into the product

• Receive and evaluate customer suggestions. Clarify what's really being asked, spot the patterns across customers, and work with the product team as the voice of the customer — shaping raw suggestions into clear, prioritised feature requests.

• You don't just log requests; you advocate for what customers actually need, and you get to watch your ideas ship.

Where your remit ends

You'll handle first- and second-line work — standard fixes, lookups, hands-on help inside the product, training, and documentation — and escalate anything that needs a code change or infrastructure work to engineering, with your diagnosis attached. Escalating well is a core skill, not a failure. You'll hold elevated access inside the product, where most requests live, but not to internal corporate systems, which stay with the engineering team.

How the role is measured

Not by tickets closed, but by the difference you make: customers who are trained, confident, and staying; a support desk that gets smaller and more predictable as your documentation and training reduce the questions; and — the part we're most excited about — a product that gets better because of what you surface. The pain patterns you spot and the improvements you champion actually ship.

What we're looking for

Essential

• Excellent customer-facing communication, written and spoken — much of this role is explaining clearly to someone who is frustrated or learning, and leaving them better informed and more confident.

• Comfort running live sessions — trainings and office hours — and a genuine appetite to become the trusted face of Sciemo to our customers.

• Strong writing — you can turn a messy problem into a clear, reusable guide.

• Based in the United States, able to work US business hours.

• Disciplined with a ticketing system — the queue is the record, and clear classification is part of answering.

• Enough technical fluency to reproduce a bug, read an error message, understand single sign-on and multi-factor authentication, and investigate a permissions problem — without needing to be an engineer.

• Sound judgement about when and how to escalate, and the discipline to hand work over with the evidence already gathered.

• An eye for patterns and product sense — you notice when the same problem or request keeps coming back, and you like turning that into a concrete proposal for how things could be better.

Nice to have

While we encourage entry level applicants, extra points for:

• Experience in customer success, customer training, or enablement for a business-to-business (B2B) software product.

• Experience on a B2B software support desk, and familiarity with a service-desk tool such as Jira Service Management.

• A track record of building user documentation or a knowledge base.

• Exposure to an ITIL-style service model (requests, incidents, problems, changes).

• Comfort using AI assistants for triage, classification, and drafting.

Not required

• A software-engineering background — this is a customer success and support role, not a junior engineering role.

How to apply

Apply through our careers page. Tell us briefly about a customer or user you helped succeed — a training you ran, a guide you wrote, or a support relationship you owned — what you did and how you knew it worked. If you have one, share a time you spotted a pattern in customer problems and turned it into a real change: a document, a training, or a product suggestion.

equal opportunity employer

We are an equal opportunity employer and consider applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, veteran status, or any other characteristic protected by law. We actively encourage diversity, inclusion, and equitable hiring practices.

If you require accommodations during the hiring process, please reach out to our recruitment team at [email protected]