You keep business-critical processes running, and you make sure they keep running better.
Once a customer is running on blp, their processes are business critical. Invoices post or they do not. Orders flow or they sit. When something does not behave the way a customer expected, a document that did not post, an exception that should have resolved itself, a number that looks wrong, it comes to our Customer Success Engineering team. Critical incidents are always solved, for every customer. On our strategic accounts we go further: priority handling, tracked response times, and the extra mile on topics we would otherwise push back on.
As a Customer Success Engineer, you own incoming cases end to end. You investigate what the system did, what the data says and what the customer’s process actually requires, and you fix it: you have the access and the authority to change configuration when that is the answer, and you know who to bring in when it is not. You are the person the customer hears back from, in writing, on a call, and increasingly in the room when something urgent needs solving now. You start on cases where the pattern is known and take on harder ones as your expertise builds.
As a Senior Customer Success Engineer, you take the hard technical problems on live systems: the cases where the cause is not obvious, where it crosses systems, data and process logic at once, where the same symptom has three possible explanations and only one of them is right. Everything difficult that comes out of the run phase lands with you. Two things sit alongside the case work, and they are what make this a senior job rather than a harder version of a junior one.
Stabilizing accounts. When an account’s health goes bad, you go in and stabilize it. Not as a permanent assignment, but as a small, highly skilled squad that takes a customer whose numbers or whose confidence have slipped, works out what is actually wrong across the whole picture, fixes it, and hands back a customer who is running properly again.
Taking effort out permanently. Anything that keeps arriving in the queue is a signal, and the answer is usually not more people answering it. It might be better self-service for customers, a customer-facing assistant that resolves the routine questions before they reach us, better diagnostics, or a change in how something is configured at deployment so the problem never occurs. You find those, make the case, and drive them through. That is how a support organization scales without scaling headcount one for one.
At both levels you work across the boundary between what our platform does, what the customer’s ERP does, and what their data actually looks like. You read a failing case end to end, say what really happened, and say credibly whether the fix is configuration, data, process, or a genuine product issue. When it is a product issue, you bring the evidence to our engineering and product teams.
You do not deliver integrations and you do not run go-lives. Our Integrations Engineers and Technical Project Managers own that. You own what happens once it is live.
Your Career Path in Customer Success Engineering
Our Customer Success Engineering team has a clear path, and we hire at every step of it. We place you according to your experience and the depth of problems you have solved, and we are explicit about what the next step requires.
•
Customer Success Engineer: You own incoming cases end to end, fix configuration yourself, and are the person the customer hears back from. You take on harder cases as your expertise builds. Typically you bring up to 3 years of experience; many join from our internship.
•
Senior Customer Success Engineer: You take the hard technical problems on live systems, stabilize accounts in trouble, and take effort out permanently. You mentor the team. Typically you bring 3+ years in a technical customer-facing role.
•
Next steps: Technical leadership within Customer Success, or a move into Consulting, Project Management or Product.
Moves into Consulting or Project Management are open at every level, and many of our people make them.