Technical Customer Success Engineer

About Octocom

We are building the AI customer support layer for e-commerce. Our AI handles interactions independently across chat, email, and phone — from order tracking and returns to product guidance, delivery questions, and order changes — giving companies faster response times, lower support workload, and a better customer experience. We move fast, take ownership, and keep things direct.

Your Role

We are looking for a Technical Customer Success Engineer to help our clients get the most out of Octocom. This is a hands-on, customer-facing technical role: you will help onboard clients, troubleshoot issues, configure AI support workflows, improve automation quality, and work directly with our product and engineering team to solve customer problems. You should be comfortable speaking with customers and doing technical work — debugging an integration, checking logs, writing a small script, testing an API, or setting up automation logic.

What to expect

• Help onboard new customers and make sure their AI support setup works well from day one

• Configure and improve AI workflows for use cases such as order tracking, returns, delivery questions, product recommendations, FAQs, handoffs, and ticket automation

• Investigate technical issues across chat, email, phone, help desks, and e-commerce integrations

• Communicate directly with clients, answer questions, collect feedback, and make sure issues are handled quickly and clearly

• Work closely with the founders, product, and engineering team to turn customer feedback into product improvements

• Help automate repetitive support work for clients and for Octocom internally

• Write clear internal notes, customer updates, and documentation so the team can move faster

Who We're Looking For

• Strong English communication skills, written and spoken

• Technical enough to understand APIs, integrations, logs, webhooks, and basic debugging

• Able to code or script when needed — comfortable solving technical problems hands-on

• Experience in technical support, customer success, solutions engineering, implementation, QA, operations, or a similar role

• Comfortable working directly with customers and explaining technical topics clearly

• Strong ownership mentality: when something is broken or unclear, you take responsibility and push it forward

• Organized, reliable, and able to work independently in a remote setup

• High attention to detail, since small configuration mistakes can create bad customer experiences

• Interest in AI, automation, e-commerce, and customer support

Nice to have

• Experience with Shopify, WooCommerce, Magento, Zendesk, Gorgias, Freshdesk, Intercom, or other e-commerce / support tools

• Basic frontend/backend knowledge: JavaScript, Python, APIs, JSON, HTML/CSS, browser dev tools, or similar

• Experience in a fast-growing startup or remote international team