Why This Job is Featured on The SaaS Jobs
Customer Success Engineering sits at a key junction in SaaS businesses where product capability meets day to day customer outcomes. This role is notable because it blends product demonstrations, integration awareness through an app marketplace, and hands on platform guidance, all common levers in subscription software where adoption and expansion depend on technical confidence.
Over time, the work builds a portfolio of SaaS native skills that travel well across customer facing technical roles. Experience running technical audits, translating configuration gaps into recommendations, and enabling non technical partners mirrors how mature SaaS organisations reduce churn and increase product stickiness. Close partnership with Customer Success Managers also strengthens the ability to operate across commercial and technical contexts without being purely pre sales.
The position best suits someone who enjoys explaining complex systems in plain language and prefers structured problem solving over open ended R&D. It can fit a professional who wants to deepen product expertise while staying customer adjacent, especially where success depends on repeatable demos, integration fluency, and consistent platform administration guidance within US core hour collaboration.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Your role
As a CSE, you’ll be engaged by CSMs and assist with technical advice, running demos, system configuration advice, and admin training. You’ll work closely with CSMs to address customer questions about their existing products and services. You’ll possess an in-depth knowledge of Dialpad’s products and services, relating this knowledge in a way that is understandable to non-technical customers.
This hybrid position reports to our Customer Success Engineering leader, with preferred working hours set as US Core Hours, with Eastern, Mountain, or Pacific time depending on the agreed schedule.
What you’ll do
- Product and feature demonstrations, including integrations from the Dialpad App Marketplace.
- Deliver proactive technical audits of our customers' Dialpad platforms, calling out configuration gaps and making recommendations for achieving better outcomes with the product.
- Assist our enablement partners with product education programs that aim to uplevel the technical grasp of CS partners.
- Partner with the CSM team throughout the Customer Experience.
Skills you’ll bring
- A technical curiosity and an excitement about delivering a technology solution that makes work better.
- Ability to complete the Sales Engineering Demo Certification.
- Knowledge of UCaaS and CCaaS solutions.
- 3+ years of experience in a UCaaS or CCaaS environment.
