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Customer Success Engineer

As a CS Engineer at FormAssembly, you will deliver technical solutions that directly enhance the customer experience. In this hybrid role, you will use your technical expertise, product knowledge, and problem-solving skills to diagnose, and implement solutions for complex customer issues.

Your primary focus will be to resolve customer-reported bugs through hands-on coding and debugging, collaborating with the Customer Success and Engineering teams. You’ll also handle escalated support cases and engage with customers directly, with occasional opportunities to contribute to product improvements.

If you enjoy tackling technical challenges, developing solutions through code, and engaging directly with customers, this role is for you.


In this Role you will:

  • Debug and troubleshoot existing code. Write bug fixes and collaborate with Engineering on more complex solutions. We use PHP, Laravel, Javascript, TypeScript, React, HTML and CSS/Sass
  • Coordinate and work closely with Customer Experience and Engineering Leads to handle technical escalations and support all customers. We support our customers in the most personal and friendly way possible through chat, email, screenshare and occasional phone calls. 
  • Serve as a technical escalation point for complex support cases, diving deep into troubleshooting, research, and coding to resolve issues.
  • Use Salesforce to manage escalated cases and customer communication, and Jira for bug tracking and reporting.
  • Assist the Support Team with troubleshooting, researching, and resolving challenging support cases.
  • Work closely with the Engineering team to research and resolve customer issues and relay solutions back to the Customer Success Team
  • Report directly to the Tier 2 Technical Support Manager.




  • You are a genuinely kind and collaborative person who values customer-first solutions and thrives in a cross-functional environment.
  • 2+ years of technical experience on a customer-focused success team, project, or app
  • 2+ years of experience in Web Development and Web Application architecture both frontend and backend. (We use PHP, Laravel, JavaScript, TypeScript, React, and MySQL)
  • Strong understanding of web development best practices, and software design principles.
  • Intermediate understanding of CRM software (Salesforce preferred)
  • Be a US Citizen
  • Have or be willing to acquire Security + or higher certification
  • Have or be willing to complete DOD Training
  • Be willing to complete regularly scheduled privacy training


To Succeed in This Role, You Will Need:

  • A strong proficiency in analysis, troubleshooting, and problem-solving.
  • The ability to effectively prioritize and escalate customer issues.
  • Excellent verbal and written communication skills, capable of translating complex information and processes into simplified language for customers and internal teams.
  • The ability to be self-motivated, positive and adaptable to a rapidly changing environment and customer requirements.
  • A strong desire to assist and support both customers and colleagues, fostering collaboration and positive relationships.

Salary range: $68,000 - $75,000

FormAssembly is a completely remote/distributed team. We thrive through digital communication, and work to connect numerous times a day. Our culture is vibrant, fun, and unique! Read more about it here. Some of our benefits include:

  • Health benefits (health, dental, vision) for Team Members based in the United States
  • Mental Health benefits with SpringHealth
  • 401(k) with 4% company match
  • Unlimited PTO (with a required minimum use of 2 weeks per year) for Salaried/Exempt staff, or 4 weeks of paid vacation for hourly/non-exempt employees.
  • 9 paid company holidays
  • Flexible work schedule; work from anywhere!
  • Generous Paid parental leave (up to 16 weeks)
  • Charitable contribution match
  • Budget for professional development
  • Company provided Mac laptop

You'll be joining a talented and fun team, working together to build something great!

Average salary estimate

$71500 / YEARLY (est.)
min
max
$68000K
$75000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

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Founded in 2006, Form Assembly is a web application developed to help businesses build, design, and manage web forms and surveys. The app is aimed at professionals looking to automate form creation independently and can be used without the help of...

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Full-time, remote
DATE POSTED
January 14, 2025

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