Customer Success Engineer

Serval is the AI platform for IT teams — replacing legacy systems like ServiceNow with automation that frees people to focus on meaningful work. Founded in early 2024, Serval is already trusted by innovative companies such as Notion, Perplexity, Vercel, Mercor, Langchain, and Verkada to automate more than 50% of their IT tickets.

Serval "automates the automation," using a natural language-to-code workflow builder and AI agents that discover and deliver automations for tedious IT workflows. What started as IT automation has expanded into a horizontal automation engine adopted by HR, Finance, Legal, Security, and Engineering teams.

Our mission is to free IT departments from the #helpdesk channel by creating the simplest way to automate employee onboarding/offboarding, software access management, and the long tail of employee requests. Long term, our vision is to develop a universal workflow automation and enterprise service management platform for all business functions.

We're backed by industry-leading investors, including Sequoia Capital, Redpoint Ventures, Meritech, First Round, General Catalyst, and others, and founded by product and engineering leaders from Verkada.

As an early Customer Success Engineer, you’ll own the end-to-end customer journey, from initial implementation through adoption and expansion. There’s no playbook yet. You’ll design and deliver tailored solutions for each customer, tackle problems that matter to their business, and apply those learnings to shape Serval’s product and Customer Success model.

You’ll need to be deeply hands-on and comfortable wearing many hats, from debugging and shipping features using code and no-code tools to jumping on a call to explain tradeoffs to non-technical audiences. The right person for this role thrives in ambiguity and brings a strong blend of technical depth and customer obsession.

• Onboard & Implement Customers: Own customer onboarding end-to-end, designing and delivering implementations that align Serval to customer workflows and goals.

• Educate & Empower: Conduct training sessions and create documentation that helps customers become self-sufficient with Serval’s technology.

• Migrate from Legacy Systems: Design and execute migration plans that minimize disruption and ensure seamless adoption of Serval’s platform.

• Provide Technical Post-Sales Support: Serve as the primary technical resource post-sale, troubleshooting issues and advocating for customer needs internally.

• Collaborate Cross-Functionally: Partner with Engineering, Sales, and Marketing to turn customer insights into product improvements and scalable processes.

• Build Product: Modify production code to fix bugs and build features to extend the product’s capabilities to meet customer needs.

• Drive Expansion: Identify and support expansion opportunities by demonstrating additional value and partnering with Sales on renewals and growth.

• 2+ years of experience in an engineering role, ideally with close customer interaction (e.g., Product Engineer, Solutions Engineer, IT Automation Engineer, Support Engineer).

• Troubleshooting Propensity: Experience investigating production issues by analyzing code paths, database state, API requests and responses, leveraging infra and browser dev tools.

• Technical Aptitude: Understanding of APIs and RESTful concepts; IAM knowledge; SQL for data analysis; ability to read and troubleshoot production code in customer-facing environments.

• Customer-Focused Mindset: Deep appreciation for delivering high-quality user experiences.

• Strong Communication Skills: Capable of translating complex technical concepts to both technical and non-technical stakeholders.

• Experience in an early-stage startup environment.

• Experience writing production code.

• Familiarity with IT, security, or service management domain.

• Impact: Be a key player in shaping the success of our product and company.

• Growth: Build a fundamentally new AI product offering with the support of our experienced team and investors. Grow rapidly with the company.

• Culture: Join a culture that values innovation, ownership, accountability, and fun.