Customer Success Engineer
You are the technical backbone of every customer relationship at WindowEdge AI. You take a dealer from signed contract to a live, fully operational platform and then you keep it running, improving, and deeply embedded in how they run their business.
About This Role
This is a post-sale technical role. You configure and tune AI agents, onboard dealers to the full platform, build integrations with their existing systems, debug production issues before customers notice them, and build the tooling and monitoring that let you do all of this across a growing portfolio without burning out. You are not a ticket-closer. You are the person who makes the product actually work in the real world.
If you have been a solutions engineer, technical account manager, or customer success engineer at a B2B SaaS company and you are looking to be the first person who builds the function instead of inheriting someone else's playbook, this is the role.
What WindowEdge AI Does
WindowEdge AI is the first revenue operating system built specifically for window and door dealers. Every other tool in this market was built for generic home improvement or general contractors and retrofitted. We are building from scratch, for this industry, with AI at the center.
The platform today includes AI voice and SMS agents that answer every inbound lead 24/7, qualify homeowners, and book appointments; a full CRM built for the window and door sales workflow; a homeowner-facing project portal for document exchange, payments, and project tracking; automated SMS rehash agents that follow up with unsold quotes while they are still warm; and a quoting and measurement toolchain purpose-built for window and door products.
Our customers run real businesses. When the platform underperforms, they lose booked appointments and installed revenue. Your job is to make sure that does not happen and to fix it fast when it does.
What the Role Looks Like Day to Day
Onboarding and Deployment
You are the technical lead from contract signature to go-live across the full platform. You configure AI voice and SMS agents, set up the CRM for the dealer's sales workflow, connect the homeowner portal to their job management process, configure payment collection via Stripe, and integrate with their existing phone system, CRM, and lead sources. You validate every piece before a real homeowner or dealer employee touches it. You define the integration plan and own the result.
Named Account Portfolio
You carry a portfolio of named accounts. You know each one: their call volume, booking rates, portal adoption, payment health, edge cases, and staff. You monitor platform health proactively and identify degradation before it becomes a customer complaint.
AI Agent Configuration and Tuning
Tuning an AI agent is not clicking checkboxes. You understand prompt engineering, conversation flow design, tool calling, multi-model orchestration, and edge case handling across voice and SMS channels. You work with STT models (Deepgram Flux and others) to improve transcription accuracy for industry-specific terminology. You iterate on configuration based on real call data and customer feedback, not assumptions.
Platform Integration Engineering
You design and execute integration plans between WindowEdge AI and the customer's existing technology stack. That includes CRM platforms, phone providers (Twilio, RingCentral, and similar), scheduling and dispatch tools, quoting systems, lead aggregators, and manufacturer and supplier APIs. You configure webhooks, validate full data flows end to end, and build lightweight automation scripts when the native integration does not cover the customer's workflow.
Mobile and Cross-Platform Support
Dealers and homeowners access the platform across web and iOS. You understand how native mobile apps interact with the platform API, how push notifications and deep links work, and how to diagnose issues that behave differently on mobile versus desktop. You work across the full stack when needed: iOS app behavior, API responses, and browser-side rendering.
Payments and Financial Workflow
You configure and support payment collection through the platform, including deposit requests, progress billing, and final payment links sent via the homeowner portal. You understand Stripe Connect, webhook-based payment status updates, and how payment failures surface in the dealer's workflow. When a homeowner has a payment issue, you trace it from the portal UI through the API to the payment processor and back.
Monitoring and Proactive Support
You build monitoring dashboards, set up alerting, and review call logs, SMS threads, and portal activity on a regular cadence. You surface problems before customers notice them.
Root Cause and Technical Escalation
When something breaks, you own it before escalating to engineering. You read API logs, trace a broken conversation flow or failed job through distributed system logs, reproduce the issue, and either fix it yourself or hand engineering a clear, reproducible bug report with exact timestamps, IDs, and log references.
Product Feedback
Your accounts are the best source of product intelligence in the company. You translate field observations into specific, actionable feedback for product and engineering. You are not just customer-facing. You drive the roadmap.
The AI Toolchain
You use AI toolchains to do the work of a larger team. This is not aspirational language. It is how we operate. The engineers who thrive here ask “how do I automate this so it never takes more than five minutes again?” before just doing the task.
AI coding assistants
Claude Code, OpenAI Codex, Gemini CLI for integration scripts, monitoring, and automation
Multi-model orchestration
Working across STT, LLM, and TTS models in a production pipeline; understanding latency tradeoffs, fallback strategies, and per-model cost profiles
Agent design and deployment
Building and running AI agents and multi-step workflows for integration, configuration validation, call analysis, and customer health reporting
Prompt engineering
Writing, iterating, and systematically evaluating system prompts for voice and SMS agents across diverse customer scenarios
Testing and validation
Writing test cases and eval frameworks for AI outputs before they touch production
Enterprise security
Credential management, least-privilege access, secure handling of customer data, payment information, and API keys
What We Are Looking For
Required
- 3+ years in a technical customer-facing role: solutions engineering, technical account management, CSE, or similar. We care about what you can do, not the exact title.
- Genuine coding ability in Python, TypeScript, or equivalent. You can read API docs, write a webhook handler, debug a broken integration, and build a monitoring script without hand-holding. You do not need to be a full-stack engineer.
- Hands-on experience with LLMs or AI agents in a production or professional context. Side projects count if you can show real output.
- Experience with API integrations, webhooks, and third-party system configuration.
- Clear communication with non-technical customers. You can explain a production issue to a window dealer owner without condescending to them.
- Comfort operating with limited structure. We do not have every playbook written. You will help write them.
- Strong security instincts: you know how to handle credentials, manage access, and protect customer data and payment information.
Strongly Preferred
- Experience with voice AI platforms and STT pipelines: VAPI, Twilio, ElevenLabs, Deepgram, or similar
- Experience with iOS apps as a power user or developer: understanding app behavior, push notifications, and mobile API interactions
- Experience with payment platforms: Stripe Connect, webhook-based payment flows, or embedded payment UX
- Experience with SMS or messaging automation workflows
- Background in home services, trades, or home improvement vertical SaaS (ServiceTitan, Housecall Pro, Jobber, Procore)
- Experience integrating with manufacturer, distributor, or supplier APIs (catalog feeds, pricing APIs, order management)
- Startup experience: you know how to work without a complete playbook
- Demonstrated use of Claude Code, Codex, or Gemini in a professional or personal context with a real, end-to-end deliverable
- Experience building internal tooling or automation that scaled your own impact
This Role Is Probably Not Right For You If...
- Your instinct in customer success is to optimize survey scores rather than business outcomes
- You are most comfortable when work arrives in fully-scoped tickets with clear requirements
- You have never written or debugged code in a customer-facing or production context
- You need an established team structure to do your best work
We wrote this list to save everyone time. If you are on the edge and think you have a case to make, make it.
On-Call Expectations
The platform runs 24/7 across voice, SMS, mobile, and web. On-call is part of this job, and we want you to know that going in. After-hours incidents happen but are not constant. We will share the rotation and frequency in the intro call. We are actively building better alerting and automated recovery to reduce pages over time. The expectation is a lightweight shared rotation, not an always-on solo burden.
Team and Reporting
This role reports directly to the Co-founder and CTO. No large CS org between you and the builders. Direct access to the people making product decisions, faster feedback loops, more influence over what gets prioritized.
Compensation and Benefits
Base Salary
Competitive, benchmarked to AI-native startups. We share the number early.
Equity
Early-stage options, 4-year vest, 1-year cliff. Grant shared in the first conversation.
Equipment
MacBook Pro and whatever you need to work well.
Remote
Fully remote. Pacific time zone preferred; open across US time zones.
Flexibility
We care about output, not hours. Core overlap is 10am-2pm Pacific.
Why Join Now
We have paying customers, real retention metrics, and a product that works across voice, SMS, CRM, payments, and a homeowner portal. Scaling onboarding and retention with the same quality requires someone who can build the systems to do it.
CSE #1 defines what great looks like in this function. The onboarding playbook, integration patterns, monitoring stack, escalation process: you build them. When we hire CSE #2 and #3, they train on what you built. That is leverage most CS roles never offer.
Interview Process
Simple, respectful, and fast
30-Minute Intro Call
Get to know each other and talk about the role.
Technical Screen
A realistic scenario from our actual customer base.
Working Session
60-minute working session with engineering.
Offer
We move fast when we find the right person.
Ready to Apply?
Email careers@windowedge.ai with a link to your LinkedIn profile and answers to these questions:
- 1Have you written and shipped code (Python, TypeScript, or similar) in a professional or customer-facing context? (Yes / No)
- 2Have you used an AI coding tool (Claude Code, Copilot, Codex, Cursor, etc.) to build something end-to-end? (Yes / No)
- 3Have you configured or deployed an AI agent (voice, SMS, or otherwise) in any context: work, side project, or personal? (Yes / No)
- 4How many years of experience do you have in a technical customer-facing role (solutions engineer, TAM, CSE, or similar)? (0 / 1-2 / 3-5 / 5+)
- 5Have you integrated third-party APIs or webhooks into a production system? (Yes / No)
- 6Are you available to work primarily in Pacific time zone hours? (Yes / No)
WindowEdge AI is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.