Customer Success Engineer
at Platform for realistic incident-response simulation
This is a chance to get in early on something that's scaling fast, and to get years of experience compressed into months because of it. Instead of managing a slice of an established machine, you'll be sitting across from senior engineering leaders as a peer, designing the drills that decide whether a team holds together the day it actually matters, and watching people get visibly better at their jobs because of something you built. That kind of exposure and ownership doesn't exist at a big firm where you're twenty layers from the outcome. Here, what you do this month changes what the company looks like the next, and you'll build in a year the judgment it takes most people a decade to earn.
The role
We're hiring a Customer Success Engineer to be the backbone of our customer relationships. You'll work directly with customers, using our innovative platform to teach them to become elite, world class incident responders.
This is a role built around seeing people get better every day. You'll be part of a brand new, innovative method of teaching incident response skills, and you'll help people so that when an incident actually happens, they don't panic. They stay effective and make a meaningful impact, both for themselves and for their organisation. You'll also have a direct line into shaping and improving the product itself through what you see and learn in the field.
What you'll do
- Work hands on with customers running simulations, coaching and teaching them so their teams get better at incident response. Being a great coach is non negotiable here, and we want people who genuinely enjoy helping others improve.
- Take full ownership of customer outcomes. Proactively spot risk, gaps and opportunities rather than waiting to be asked, and drive them to resolution without needing to be chased.
- Partner with product to design and refine drill simulations, working closely with customers to get feedback and make sure every simulation is genuinely impactful.
- Work at startup pace. Partner cross functionally with sales, product and engineering, feed customer insight back into the roadmap, and help us grow rapidly as a company.
- Be comfortable learning resiliency engineering, cognitive systems design and other best practices as we develop them, and bring that learning back into how we teach and build.
What you'll bring
- 4+ years of hands on incident response experience as an SRE, on call engineer or first responder. You've been paged at 3am, run an incident bridge and written the postmortem. This isn't theoretical.
- Exceptional communication range. Equally comfortable presenting incident maturity findings to a senior exec and getting into the technical weeds with a mid level engineer. You adjust altitude naturally without dumbing anything down.
- A genuine growth mindset. You're excited to learn resiliency engineering and cognitive systems design style thinking, and you want to get hands on building better drills and incidents, even if you haven't done it before.
- Extreme ownership. You don't wait for instructions. You spot the problem, take the initiative and see it through.
- Genuine excitement to work at a fast growing startup. Comfortable with ambiguity, shifting priorities and wearing multiple hats as we scale.
What would make you stand out
- You enjoy teaching and sharing knowledge, whether that's pairing with someone, onboarding new colleagues or something entirely outside of work.
- You can clearly communicate your own on call experience, including the pain that comes with it.
- You care about impact. It's not just about doing the job well, it's about whether what you did actually moved the dial for the customer.
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