AI Product Customer Success Engineer
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Job Location:
Monthly Salary:
Posted on:
23-10-2025
Vacancies:
1 Vacancy
Job Summary
We have a growing hardware and software focused department that builds and develops smart vision solutions for quality assurance in manufacturing environments. Based in Waterloo Ontario this product team mploys a talented and dynamic team of R&D and Applications Engineers who provide unique engineering development activities in design prototyping and testing to drive new technology development build innovative products and maintain and support our deployed solutions.
As a Customer Success Engineer you will join our North American team to help embody one of our core values of Customer First. As a Customer Success Engineer you will be responsible for ensuring customer satisfaction fostering relationships and driving customer retention through proactive engagement and support.
Reports to: Director of Engineering
Qualifications:
- Bachelors degree in Engineering Computer Science or a related technical field.
- 25 years of experience in a customer-facing technical role (e.g. Customer Success Technical Support Field Applications or Solutions Engineering).
- Strong understanding of software and hardware systems ideally with exposure to machine vision automation or manufacturing environments.
- Excellent communication and interpersonal skills with a customer-first mindset.
- Proven ability to troubleshoot technical issues and guide customers toward solutions.
- Experience with support ticketing systems and CRM tools is a plus.
- Experience with Jira or similar issue-tracking/project management tools is a plus.
Job Responsibilities:
- Serve as the primary point of contact for customer inquiries and technical issues.
- Monitor and manage incoming support tickets ensuring timely and effective resolution.
- Triage and prioritize customer issues based on urgency and impact.
- Collaborate with engineering teams to resolve complex technical challenges.
- Lead the customer response process during issue escalation and post-issue follow-up.
- Collect and analyze customer feedback to drive continuous product and service improvements.
- Proactively engage with customers to ensure satisfaction and identify opportunities for added value.
- Maintain clear documentation of customer interactions resolutions and system performance trends.
Personal Skills:
- Analytical and conceptual thinking with creative and innovative ideas.
- Effective time management planning and organization skills.
- Strong ability to communicate both verbally and written in an independent and team-based environment.
- Professionalism maturity and sound judgment.
- Ingenuity and initiative; able to deal with ambiguity.
- Pleasant confident and assertive team player.
Our Expectations:
Company Standards:
- Uphold company policies and integrity.
- Be a champion of our Philosophy.
- Follow all safety procedures & instructions.
- Active involvement in company and department goals.
- Follow 5S principles quality environmental and health & safety systems.
- Interact with all working peers in a respectful and pleasant manner.
Please note: This job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the associate for this job. Duties responsibilities and activities may change at any time with or without notice.
Key Skills
- APQP
- Six Sigma
- GD&T
- Root cause Analysis
- CAD
- Project Leadership
- SolidWorks
- Mechanical Engineering
- Quality Management
- Product Development
- Catia
- Manufacturing
About Company
Ironbelly Studios is comprised of a talented, passionate and dedicated number of game developers from all corners of the globe. Our focus is on creating high quality entertainment experiences as well as providing outsourcing services at a fraction of the cost seen elsewhere.From humbl ... View more
