Customer Success Engineer

About Burq Burq started with an ambitious mission: to turn the complex process of offering delivery into a simple, turnkey solution. It?s a big mission, and now we want you to join us in making it even bigger. We?re proud to be recognized as one of Fast Company?s Best Workplaces for Innovators and a 2025 Inc. Magazine Power Partner, awards that highlight how we?re redefining the future of logistics while empowering our partners to grow. Backed by leading Silicon Valley investors like Village Global, the fund whose investors include Bill Gates, Jeff Bezos, Mark Zuckerberg, Reid Hoffman, and Sara Blakely, we?ve built a world-class team across the globe. We operate at scale but remain small enough for every person to have a massive impact. There?s a lot of important work ahead, and joining Burq means the opportunity to grow faster than ever while doing the most meaningful work of your career.

The Role The Customer Success Engineer owns the technical and commercial health of Burq?s most important customers ? particularly our enterprise accounts. You are the person a customer?s engineering and operations teams trust when something breaks, when they want to ship a new integration, and when they?re deciding whether to expand. You combine the relationship ownership of a great CSM with the technical fluency to debug an issue yourself, rather than routing every question to engineering. This is a deliberately technical role. When a webhook stops firing, an order fails to dispatch, or a customer asks why a carrier was selected, you investigate it yourself ? reading logs, tracing API calls, and querying data directly. You build your own dashboards to monitor account health and surface insights, so you walk into every customer conversation already knowing where the friction is. You partner with our Solutions Engineers at handoff and stay the customer?s longterm technical and commercial point of contact from go-live onward. Because we move fast and our customers run real operations, you?ll wear both hats every day: in the morning, debugging an integration issue in a Slack channel; in the afternoon, walking a VP of Operations through a quarterly business review and the case for expanding to new locations.

What You?ll Do

• 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.

• 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.

Benefits Investing in you

• Fully Remote
• Medical, Vision and Dental Insurance?
• Reimbursement for educational courses

At Burq, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.