Railway · 2 months ago
Customer Success Engineer
United States
Full-time
Remote
Mid LevelRailway is a company that simplifies software shipping for developers, enabling them to deliver code seamlessly to end-users. The Customer Success Engineer role focuses on understanding customer needs, translating reports into actionable insights, and creating documentation to enhance user experience.
Developer ToolsInformation TechnologySoftware
Responsibilities
Be the voice of the customer, aggregating their passionate concerns into actionable product outcomes
Translate customer reports into actionable insights, surface patterns from individual issues, and ensure critical problems reach the right team with proper context
Create written content for internal and external audiences by writing documentation, runbooks, and customer communications that make infrastructure feel approachable
Understand the technical landscape our users are coming from and the relief they feel when Railway just works
Qualification
Required
Native proficiency in English language
Effective writing and communication skills with a personable nature; able to distill difficult technical concepts to a wide range of users
An understanding that behind every deployment failure is a customer's stress level spiking, and you can navigate both the technical debugging and the human reassurance needed to make things right
An understanding of containers, deployment pipelines, databases, and cloud services well enough to quickly diagnose issues and guide users to solutions
Deployed apps, wrestled with databases, and debugged mysterious failures. You know enough to speak the same language as our users and diagnose where things went sideways
A mindset for pattern recognition. See three similar tickets and immediately start connecting dots. Is this a UI confusion? A missing feature? A bug that only happens on Tuesdays? You're constantly surfacing insights that help us fix problems at their root
The ability to remain the calm expert who makes problems feel solvable; you can context-switch between five different crisis modes while keeping each customer feeling like they're your only priority
Preferred
Experience in Technical Support, Developer Advocacy, or Engineering roles where you worked closely with users
Benefits
Full health benefits including dependents
Strong equity grants
Equipment stipend
Company
Railway
Railway is a startup that builds and develops software deployment platforms tailored for engineers.
Founded in 2020
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$20MKey Investors
Redpoint
2022-05-31Series A· $20M
2021-06-18Seed
Leadership Team
Jake Cooper
Founder
Recent News
Dynamic Business
2026-01-19
2025-06-19
Alumni Ventures
2024-02-16
Company data provided by crunchbase