Customer Success Engineer

<meta><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><br></p><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:18pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><b><strong style="font-size:18pt;color:rgb(32,32,34);white-space:pre-wrap;">Role Description</strong></b></p><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;margin:0pt="" 0px;line-height:1.38;padding:0px;"=""><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">At Galileo, our mission is to help teams build, ship and scale reliable and trustworthy AI applications.</span></p><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;margin:12pt="" 0px;line-height:1.38;padding:0px;"=""><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">We are seeking a technically adept Customer Success Engineer with hands-on experience building GenAI applications and working with LLMs. The ideal candidate will play a critical role in the post-sales customer journey by providing technical expertise, guiding implementations, and ensuring customers maximize value from our GenAI evaluation and observability platform. This role requires a strong balance of technical consulting and customer success expertise.</span></p><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><br></p><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><b><strong style="font-size:18pt;color:rgb(32,32,34);white-space:pre-wrap;">Main Responsibilities</strong></b></p><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;margin:0pt="" 0px;line-height:1.38;padding:0px;"=""><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">As a Customer Success Engineer at Galileo, you will play a foundational role in designing, building, and scaling our Customer Success organization and playbook.</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="color:rgb(32,32,34);margin:12pt 0px 0pt;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Onboarding &amp; Implementation</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Guide customers through initial setup and platform adoption, ensuring smooth integration with their existing GenAI workflows and infrastructure.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Solution Customization</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Work with customers to tailor solutions to their specific needs, leveraging our platform's capabilities for their unique GenAI evaluation and monitoring requirements.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Go-Live Support</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Provide hands-on technical assistance as customers transition into production, ensuring seamless deployment of evaluation and observability workflows.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Customer Relationship Management</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Serve as the primary post-sales technical point of contact, building strong relationships with customer engineering teams and technical champions.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Technical Troubleshooting</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Diagnose and resolve complex technical issues related to GenAI applications, proactively identifying areas for improvement and optimization.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">AI-Driven Process Innovation</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Drive innovation in customer success processes by identifying and implementing AI-driven capabilities to improve efficiency and customer outcomes.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Cross-Functional Collaboration</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Work closely with engineering, product, and support teams to address customer needs and enhance the platform based on real-world usage patterns.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Customer Advocacy</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Act as the voice of the customer, gathering feedback and providing technically articulated insights to inform product enhancements.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px 12pt;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><b><strong style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Training &amp; Enablement</strong></b><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">: Conduct technical training sessions and develop resources to empower customers to maximize the platform's value for their GenAI applications.</span></li></ul><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><br></p><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><b><strong style="font-size:18pt;color:rgb(32,32,34);white-space:pre-wrap;">Minimum Qualifications</strong></b></p><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;margin:0pt="" 0px;line-height:1.38;padding:0px;"=""><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">We're looking for an exceptional Customer Success Engineer, interested in solving complex problems at the intersection of GenAI applications and customer success.</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="color:rgb(32,32,34);margin:12pt 0px 0pt;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Experience: 3+ years of experience in customer success, solutions engineering, or technical consulting role, preferably within the AI/ML or software industry.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">AI Application Experience: Hands-on experience building, deploying, or working with LLM-based applications and agentic workflows using frameworks like LangChain, LangGraph, OpenAI Agents SDK, CrewAI or similar.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Technical Aptitude: Strong understanding of GenAI application architectures including RAG systems, multi-agent workflows, and the challenges of building reliable AI applications.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Programming Skills: Proficiency in Python or TypeScript, with ability to support customers in implementation, troubleshooting, and integration scenarios.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Communication Skills: Excellent verbal and written communication skills, with ability to translate complex technical concepts for both technical and non-technical stakeholders.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Customer-Centric: Passionate about delivering exceptional customer experiences and driving long-term customer success and adoption.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Self-Driven Learner: Strong curiosity and initiative to continuously learn new technologies, stay ahead of GenAI trends, and proactively develop skills and expertise.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Team Player: Ability to work collaboratively with cross-functional teams, including engineering, product, and customer success.</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px 12pt;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Education: Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent work experience.</span></li></ul><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:18pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><b><strong style="color:rgb(32,32,34);font-size:18pt;white-space:pre-wrap;">Preferred Qualifications</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="color:rgb(32,32,34);margin:12pt 0px 0pt;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Previously a ML Engineer / AI developer&nbsp; who loved working with customers prior to making the transition to a Customer Success role</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Experience with AI frameworks and libraries like LangChain, Pandas, and OpenAI APIs</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Strong track record of helping customers onboard onto complex technical platforms</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Experience with GenAI evaluation, monitoring, or observability challenges and solutions</span></li><li dir="ltr" style="color:rgb(32,32,34);margin:0pt 0px 12pt;font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Biasing towards thoughtful action with minimal direction</span></li></ul><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><br></p><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:1em="" 0px;line-height:1.38;padding:0px;text-indent:0px;text-align:start;"=""><b><strong style="color:rgb(32,32,34);font-size:18pt;white-space:pre-wrap;">Why Galileo</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin:0px;color:rgb(32,32,34);font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="color:rgb(32,32,34);font-size:12pt;white-space:pre-wrap;">Join a seasoned founding team that has prev</span><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">iously led product and engineering teams from 0 to $100M+ in revenue and from 0 to 1B+ users globally</span></li><li dir="ltr" style="margin:0px;color:rgb(32,32,34);font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">We obsess over our team’s culture driven by inclusivity, empathy and curiosity</span></li><li dir="ltr" style="margin:0px;color:rgb(32,32,34);font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">We invest in our team’s development and happiness because our employees are the keys to our success and ensuring happy customers – towards that end, we offer:&nbsp;</span></li><li dir="ltr" style="margin:0px;color:rgb(32,32,34);font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;list-style:none;"><ul data-pattern="discCircleSquare" data-depth="2" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin-left:0px;margin-right:0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:circle;"=""><li dir="ltr" style="margin:0px;color:rgb(32,32,34);font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">Unlimited PTO 🌊</span></li><li dir="ltr" style="margin:0px;color:rgb(32,32,34);font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">Parental leave for birthing or non-birthing parents – 100% pay for 8 weeks 🚼</span></li><li dir="ltr" style="margin:0px;color:rgb(32,32,34);font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">Employee Stock Participation Plan 📈</span></li><li dir="ltr" style="margin:0px;color:rgb(32,32,34);font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">Commuter Benefits 🚖</span></li><li dir="ltr" style="margin:0px;color:rgb(32,32,34);font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">Mental and Physical Wellness 🧘</span></li><li dir="ltr" style="margin:0px;color:rgb(32,32,34);font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">Company Paid Lunches 🌯</span></li><li dir="ltr" style="margin:0px;color:rgb(32,32,34);font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">Headquarters Office in San Francisco 🌉 and a hub in New York 🌇</span></li><li dir="ltr" style="margin:0px;color:rgb(32,32,34);font-size:12pt;line-height:1.38;--listitem-marker-color:#202022;"><span style="font-size:12pt;color:rgb(32,32,34);white-space:pre-wrap;">*Build the company with the Founders* 🧑‍💻</span></li></ul></li></ul>