Customer Success & Support Engineer (Part Time)

Sciemo builds AI for consumer goods, helping businesses make faster, smarter decisions across the IBP process. This part-time contract role requires about 20 hours per week, with opportunity for more. The role owns the customer's experience of the product end to end, combining a support desk with training, documentation, and carrying the customer's voice back into the company.

Responsibilities

Be the customer's primary point of contact and run regular office hours, including dedicated sessions per client; Run virtual trainings and onboarding sessions; Build repeatable enablement materials such as session formats, walkthroughs, and guides; Create and maintain user documentation for the product; Own the customer support queue, including receiving, triaging, and working requests; Keep customers informed against response and resolution targets; Reproduce and diagnose bugs and raise well-evidenced incidents to engineering; Receive, evaluate, and prioritise customer suggestions and advocate for them with the product team

Requirements

Excellent customer-facing communication, written and spoken; Comfort running live sessions such as trainings and office hours; Strong writing skills for turning messy problems into clear, reusable guides; Based in the United States and able to work US business hours; Disciplined use of a ticketing system with clear classification; Enough technical fluency to reproduce a bug, read an error message, understand single sign-on and multi-factor authentication, and investigate a permissions problem; Sound judgement about when and how to escalate, and the discipline to hand over work with evidence gathered; An eye for patterns and product sense

Nice to have

Experience in customer success, customer training, or enablement for a B2B software product; Experience on a B2B software support desk and familiarity with a service-desk tool such as Jira Service Management; A track record of building user documentation or a knowledge base; Exposure to an ITIL-style service model (requests, incidents, problems, changes); Comfort using AI assistants for triage, classification, and drafting