Senior Customer Success Specialist (Theia)
•Synmax· 15h
🎧 Support⏰ Full-time⭐ Senior🇺🇸 D.c, USA
15h ago
Wundergraph·5 days ago
WunderGraph is a fast-growing startup, our goal is to bring everybody together to build digital products end-to-end. From interface design to API implementation, we provide the platform to go from sketch to product in a category-defining collaborative experience. Our North Star is to take the friction out of bringing digital ideas to life, making room for your ideas and productivity.
Developers from some of the biggest companies in the world are using WunderGraph to design and streamline their API environments. We raised our Series A ($7.5 million USD) in March 2025, being backed by eBay, Karma Ventures, and Aspenwood Ventures.
The culture we are creating together is extremely important to us. Read here how we are Building the Company We Always Wanted to Work In.
We invite everyone that wants to join us to understand our Core Beliefs and if you want to make an impact, have your voice heard, and work in a no-BS organization where you can get stuff done, look no further and apply today so we can chat.
ABOUT THE ROLE
As our Senior Customer Success Engineer you will combine technical expertise with customer empathy to deliver world-class support across the entire customer journey.
The role is not just about troubleshooting. From the implementation to ongoing support and ticket resolution, you will own the technical customer relationship. You will triage, debug and resolve issues and when needed you are also able to ship fixes or implement small features. All the while looking to delight our customers and create an incredible experience for them.
Think of yourself as the customer-arm of the engineering team bringing technical expertise to the frontlines of client interactions.
TEAM INTEGRATION
You report to the CTO with a dotted line to the Customer Success Manager
You collaborate closely with Product and Engineering to coordinate issue resolution, escalation, and product improvements.
ROLE OBJECTIVES
You are successful if you:
Develop deep product expertise and confidently guide customers through complex issues and workflows.
Own cases end-to-end — from first report to resolution — within SLA times, clear updates, and consistent follow-through.
Shield engineering teams from daily flow of customer requests, while still ensuring customer needs are met with urgency and accuracy.
Implement smaller bug fixes, patches, and customer-requested enhancements where possible.
Translate customer conversations into structured, actionable engineering work (more major bug reports, feature requests, investigations).
Work with the engineering team on the implementation of the feature requests from customers and bug fixes.
Create tutorials, customer walkthroughs, and step-by-step enablement content when needed to prevent repeat issues.
Keep support operations clean and predictable through disciplined use of Pylon, Linear, and internal triage workflows.
ROLE REQUIREMENTS
Solid experience in a technical support, customer-facing engineering, or solutions engineering role.
Solid engineering background with hands-on experience across modern backend/web stacks (APIs, auth, networking, observability).
Strong debugging skills and confidence navigating complex systems.
Excellent written communication, you can explain technical concepts clearly and calmly, without losing technical detail.
Proven ability to handle support volume with strong prioritization and time management.
Experience working with ticketing tools such as Zendesk/Pylon or Jira/Linear.
Ability to work independently, take ownership, and drive issues to resolution.
Strong documentation habits: you write things down, keep them updated, and make them easy for others to use.
Experience supporting high-profile or high-scale customers in shared channels (Slack Connect setups).
Ability to write small scripts or automation to speed up debugging or reduce repetitive work.
Knowledge of APIs, GraphQL, TypeScript/Node.js, databases, or cloud environments.
WHAT SUCCESS LOOKS LIKE
This role’s outcomes include:
Customers feel supported, unblocked, and confident — even when things go wrong.
Bugs and small feature requests are handled quickly, either via direct fixes or well-prepared escalations.
Support is fast, high-signal, and predictable, with excellent communication throughout.
Incoming noise is filtered and organized. Developers stay focused on delivery instead of customer firefighting.
Why WunderGraph?
Work from wherever you thrive—we’re fully remote and globally distributed. If you're in Miami, come work with us in person! We also provide co-working space options worldwide if needed.
Pick your preferred work hardware
We focus on getting stuff done, and on having fun whilst doing so: work hard, play hard!
You can make a real difference and find lots of opportunities to grow together with us
Discretionary PTO: take the time you need to recharge
Competitive compensation
Depending on location, we offer healthcare benefits according to local standards
Team retreats across the globe
Note: This is a full-time, fully remote position, we’re prioritising candidates based in the US-EST timezone within our outside the US.
The Process
We respect your time and interest in WunderGraph. This is why we're aiming to make the process as fast as possible. Here's what you can expect:
30 min intro call with Alex or Mariya from our People team
30 min discussion with the hiring manager. Following this, you might receive a small take home assignment related to the role. This is your chance to prove your skill!
Complete the assignment and review together with hiring manager
Meet the founders
Culture fit call with team members
Offer
Our process also includes reference and background checks. We aim to respond or provide feedback in 2 or 3 days between each stage of the process. We're usually hiring through Deel as our Employer of Record, except for Germany or Florida where we're hiring directly.
WunderGraph is an equal opportunity workplace; we welcome people from all backgrounds.
You can find out more about our ways of working together here:
WunderGraph Public Handbook and Resources
We’re looking forward to your application so we can grow together!