Role Overview

Momntum is seeking a technically minded Customer Success Engineer to own the technical post-sales journey for our rapidly growing client base. You will be the primary technical advocate for our clients, ensuring they derive maximum value from Laila, our AI Relationship Language Model. As we evolve our platform, you will lead technical onboarding, build and maintain integrations, troubleshoot complex issues, and partner with the engineering team to shape product improvements based on real-world client feedback.

Key Responsibilities

Technical Onboarding & Integration

• Lead end-to-end technical implementation for new accounts, including API setup, webhook configuration, and writing prompts.

• Translate client business data - pricing, service offerings, and complex FAQs - into structured knowledge bases that power Laila responses.

• Configure and test multi-channel communication workflows across web, WhatsApp, and phone.

• Build and maintain integrations with third-party CRM and support platforms (e.g., Zoho, Keyloop, HubSpot, Freshdesk).

Technical Support & Troubleshooting

• Serve as the primary technical escalation point for client issues, diagnosing and resolving problems related to AI prompt behaviour, API connectivity, and workflow logic.

• Monitor system performance and client feedback loops, proactively identifying and resolving technical bottlenecks before they impact client outcomes.

• Write and maintain technical documentation, runbooks, and integration guides for clients and internal teams.

• Collaborate closely with the engineering team to reproduce bugs, validate fixes, and refine AI prompts and response flows.

Product Feedback & Platform Development

• Act as the technical voice of the customer in product discussions, surfacing recurring client pain points and feature requests to the engineering and product teams.

• Assist clients in transitioning from manual configuration to the Momntum self-service admin dashboard, building and running training sessions on platform capabilities.

• Evaluate and prototype new platform features in a staging environment before client rollout, providing technical sign-off.

Key Performance Indicators (KPIs)

• Your success will be measured by Momntum core delivery metrics:

• Time-to-Live: Reducing average technical onboarding time to under 5 business days for standard integrations.

• Integration Success Rate: Achieving 95%+ first-time success on API and CRM integration deployments.

• Technical CSAT: Maintaining high client satisfaction scores on technical support interactions.

• Churn Prevention: Proactively identifying and resolving technical blockers that put accounts at risk.

Ideal Candidate Profile

• Technically Proficient: Strong hands-on experience with REST APIs, webhooks, and JSON, along with solid capability in a dynamically typed scripting language. Ruby, and ideally Ruby on Rails, is strongly preferred. Direct experience working within Ruby on Rails codebases is highly advantageous. Experience with other languages such as Python or JavaScript is beneficial, but Rails expertise is a clear priority. Comfortable interpreting API documentation and debugging integrations end to end.

• CRM & Tooling Experience: Familiarity with CRM platforms (Zoho, HubSpot, Keyloop, or similar) and support tools (Freshdesk, Intercom, or similar).

• Data Literate: Able to ingest and structure unstructured client data (PDFs, website links, shared sheets) for AI training and knowledge base configuration.

• Problem Solver: Systematic approach to diagnosing technical issues, with strong communication skills for both technical and non-technical stakeholders.

• Customer-Centric: Empathetic and client-focused, capable of managing high-pressure onboarding periods while maintaining high-quality delivery standards.

• Experience: 2+ years in a technical customer-facing role such as Solutions Engineer, Technical Account Manager, or Implementation Engineer, ideally within a SaaS or AI product environment.