Own a book of enterprise and strategic accounts — driving adoption, retention, and revenue expansion as their primary technical and commercial point of contact.
Debug customer issues independently — tracing API and webhook failures, reading logs, and resolving integration problems without escalating to engineering wherever possible.
Guide customers through API integrations and new feature rollouts, from initial setup through live order flow, partnering with their engineering teams hands-on.
Build and maintain your own dashboards and reports — writing SQL to monitor account health, surface usage trends, and quantify the value Burq delivers.
Lead quarterly business reviews and renewal conversations, translating platform performance and ROI into a clear case for retention and expansion.
Identify and drive upsell and cross-sell opportunities — new verticals, locations, carriers, and product capabilities — in partnership with Sales.
Introduce customers to new Burq features and capabilities, ensuring they adopt the parts of the platform that move their business.
Serve as the voice of the customer internally — surfacing recurring issues, feature gaps, and product feedback to Product and Engineering with the technical detail to make it actionable.
Reduce time-to-resolution and reliance on engineering by building runbooks, documentation, and reusable diagnostics for common customer issues.

3–6 years in a technical, customer-facing post-sales role — Customer Success Engineer, Technical Account Manager, Implementation Engineer, Support Engineer, or a CSM role with a strong technical component.
Experience in logistics, supply chain, transportation, delivery, or an adjacent industry. This is not a role we’ll teach the domain to — you already understand how delivery and fulfillment work.
Comfortable debugging integrations independently — you can read API documentation and logs, trace a webhook or REST API failure, and resolve it without leaning on engineering. Light scripting (Python, JavaScript, or similar) is a plus.
Proficient in SQL — you can query data directly and build your own dashboards and reports rather than waiting on a data team.
Strong commercial instinct — you can own retention and renewals, spot expansion opportunities, and navigate a multi-stakeholder enterprise account.
Excellent at translating technical detail into business value — you speak both API and P&L, and can move fluidly between a customer’s engineers and their executives.
Organized and self-directed — able to manage a book of demanding enterprise accounts with minimal oversight in a fast-moving startup.

Nice to Have

Experience with parcel, last-mile, or multi-carrier delivery environments.
Familiarity with TMS, OMS, and WMS platforms and how they connect across an enterprise tech stack.
Hands-on experience with BI / dashboarding tools (Looker, Metabase, Tableau, or similar).
Familiarity with carrier APIs, label generation, tracking event streams, or EDI.
Background in marketplace, on-demand, or gig-economy platforms.

Customer Success Engineer

Key skills