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About the Role

Minerva is seeking its first Customer Success Engineer to ensure customers can derive value from the platform independently, reducing the need for direct human intervention and preventing repetitive questions. This founding role involves managing the support queue, diagnosing issues, building a knowledge base, and collaborating closely with the product and engineering teams to improve the platform.

Responsibilities

Run the support queue, including triage, response times, and initial assessment of incoming issues.
Diagnose customer issues by reproducing problems, analyzing data, and providing detailed diagnoses to the engineering team.
Build a knowledge base from scratch, creating articles, how-tos, and videos for features, API usage, and campaign brief writing.
Enhance the self-serve customer journey from initial login to achieving first results.
Translate customer friction points into product feedback, prioritizing issues based on frequency for platform improvements.
Develop the foundational playbook for customer success, including escalation paths, response standards, and onboarding checklists.

Requirements

3+ years of experience in customer success engineering, technical support, solutions, or a technical account management role, preferably in data, martech, adtech, or developer-tools companies.
Proficiency in SQL and comfort with APIs, including the ability to read schemas and troubleshoot incorrect results.
Demonstrated ability to diagnose and resolve complex technical problems independently.
Strong written communication skills, with experience in building and maintaining documentation or knowledge bases.
A preference for solving issues permanently for all customers rather than addressing them one-off.
Must be located in New York City or willing to relocate.
Authorization to work in the United States; visa sponsorship considered on a case-by-case basis.

Skills

SQL
APIs
Technical Diagnosis
Technical Writing
Knowledge Base Creation
Customer Support
Problem Solving
Documentation
Pylon
Intercom
Zendesk
Identity Resolution
CDPs
Marketing Data
Video Production

Location

New York City

Work Type

Onsite
Full-time

Experience Level

3+ years

Salary/Compensations

$149,000–$189,000 base salary

Benefits

Meaningful equity
Medical coverage
Dental coverage
Vision coverage
Unlimited PTO
Monthly fitness stipend
Annual company offsite

About the Company

Minerva develops AI solutions for marketing leaders, automating and accelerating workflows with AI agents that augment the end-to-end marketer journey, from analysis and planning to activation, measurement, and reporting.
Customers like the NBA, Ramp, and Hard Rock Stadium Group utilize Minerva to gain deeper customer insights and integrate AI into their commercial operations.
The company has raised $20M from prominent investors including The General Partnership and 8VC.
The team comprises experienced professionals from companies such as Citadel, Bridgewater, Meta, Amazon, and academic institutions like Berkeley, MIT, and Stanford.

Equal Opportunity

Minerva is an equal opportunity employer and makes hiring decisions without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, citizenship status, age, disability, marital status, veteran status or any other characteristic protected by federal, New York State or New York City law.