ABOUT THE ROLE

As a Customer Success Engineer at Creem, you'll be the technical bridge between our platform and the developers who build on it. This role blends developer empathy with engineering capability — you're not just answering tickets, you're building plugins, integrations, internal tools, and automation that make our merchants succeed.

You'll respond to support tickets from developers worldwide — integration questions, API troubleshooting, compliance inquiries, and feature requests. You'll triage cases, direct customers to documentation, identify knowledge base gaps, and escalate when needed. Beyond reactive support, you'll proactively build plugins, integrations, and tools that connect Creem with other platforms.

Community is at the heart of this role. You'll actively participate in and lead community initiatives — engaging with developers on Discord, forums, and social channels. You'll help build a thriving ecosystem around Creem.

This role carries significant impact. Your insights will directly shape product decisions, and your technical contributions (plugins, integrations, internal tools, documentation, automation scripts) will scale our support operations and expand our platform's reach.

WHAT YOU'LL DO

• Onboarding UX & Tooling: Improve the merchant onboarding experience and build the internal tools that make our reviewers faster and more accurate.

• Technical Support: Respond to developer support tickets covering integration issues, API questions, tax compliance inquiries, and feature requests.

• Plugins & Integrations: Build and maintain plugins, integrations, and tools that connect Creem with popular platforms and services.

• Market Research: Stay on top of what tools, platforms, and technologies merchants are using and ensure Creem can support their workflows.

• Community Engagement: Lead and participate in community initiatives, engage with developers on Discord and social channels.

• Internal Tooling: Build scripts, CLIs, and internal tools to improve support efficiency and help customers self-serve.

• Issue Reproduction: Reproduce reported bugs and file detailed internal tickets to ensure product quality.

• Feedback Loop: Gather customer insights and work with product and engineering to drive meaningful improvements.

WHAT WE VALUE

• Developer Empathy: Deep understanding of developers' pain points. You've been there and know what it's like to integrate with APIs at 2am.

• Hacker Mindset: Creative thinking to build small scripts, CLIs, and automation that continuously improves support quality.

• Community Builder: Natural ability to connect with people, foster discussions, and build relationships within developer communities.

• Ownership: You take responsibility for customer outcomes, not just ticket resolution.

• Technical Curiosity: Willingness to dig deep into technical issues and understand root causes.

REQUIREMENTS

• Developer Experience: 2+ years as a developer or in a technical support role with genuine empathy for developers' challenges.

• SQL Proficiency: Comfortable writing complex queries to troubleshoot issues and investigate customer problems.

• Command Line Comfort: Proficient with Linux/Unix and command line tools for debugging and issue resolution.

• Communication Excellence: Strong written communication skills with the ability to explain technical concepts clearly.

• GitHub Fluency: Experience with GitHub Issues and Discussions as part of your workflow.

BONUS QUALIFICATIONS

• Risk/Compliance Experience: Previous experience in fraud prevention, risk assessment, or compliance operations.

• Fintech/Payments Background: Understanding of payment processing, tax compliance, or merchant of record models.

• Content Creation: Blogs, tutorials, or YouTube videos on technical topics.

• Open Source: Contributions to open source projects or side projects/apps to showcase.

• Community Experience: Previous experience managing or participating in developer communities.

OUR OFFER TO YOU

• Competitive Compensation: A highly competitive salary package reflecting your expertise and impact.

• Relocation Support: Comprehensive relocation assistance, visa processing if needed, and first month's rent covered.

• Equity Ownership: Meaningful equity giving you real skin in the game.

• Learning & Development: Dedicated budget for courses, conferences, and resources.

• Flexible Time Off: We trust you to manage your energy and take time when needed.

• Team Adventures: Regular gatherings in exciting locations to strengthen bonds and share ideas.

• Direct Impact: Your customer insights will directly influence product decisions.
  

PROCESS

At Creem, our hiring process is designed to be thorough yet efficient, giving both you and us the clarity needed to make the right decision. Here's what you can expect:

• Initial Application Review: We carefully evaluate your submission to understand your background, skills, and alignment with our needs.

• Introductory Call: A brief conversation with each of our founding team to discuss your experience and our vision for Creem.

• Team Interaction: You'll meet key team members for in-depth discussions about your expertise and how you might contribute.

• Paid Work Trial: Our signature 3-day collaborative experience where you'll work alongside the team on real projects in-person (we'll cover expenses).

• Feedback Session: We'll discuss your work trial experience, share observations, and answer any remaining questions.

• Reference Check: We'll speak with professional contacts who can provide insights into your working style and capabilities.

• We make an offer to you joining Creem 🍦