Customer Success Engineer (NYC/SF)
at Pinecone, New York City | San Francisco
About Pinecone
Pinecone is the leading vector database for building accurate and performant AI applications at scale in production. Pinecone's mission is to make AI knowledgeable. More than 5000 customers across various industries have shipped AI applications faster and more confidently with Pinecone's developer-friendly technology. Pinecone is based in New York and raised $138M in funding from Andreessen Horowitz, ICONIQ, Menlo Ventures, and Wing Venture Capital.
About the team/role
As a Customer Success Engineer (CSE), you'll be the trusted advisor and advocate for our customers, guiding them through adopting and implementing our offerings. You’ll work closely with technical stakeholders, ensuring they derive maximum value from our product by deeply understanding their use cases, architectures, and integrations. You’ll partner with Sales, Product, and Engineering to scope solutions, troubleshoot issues, and influence product direction. You’ll also build tooling and processes to shape how we scale our ability to accomplish these goals. Technical fluency, hands-on troubleshooting skills, and strong communication are essential for this role.
Responsibilities:
Serve as a technical point of contact to guide customers on the path to production while ensuring best practices.
Deeply understand user requirements to influence our roadmap and devise short-term solutions to unblock customers.
Collaborate with Sales to conduct regular check-ins, architecture reviews, and success planning.
Build resources to monitor customer health, proactively unlocking opportunities to address issues and uncover growth opportunities.
Troubleshoot issues and provide high-level technical support to top customers.
Build processes and capture knowledge to scale and automate support and success initiatives.
Provide feedback and contribute (as a developer) to all elements of customer experience, including the Pinecone console.
Requirements:
3+ years of experience at SaaS companies in Field Engineering, Solutions/Success Engineering, Technical Account Management, or a related role.
BS in Computer Science or a related technical field or equivalent experience.
Strong technical acumen with the ability to understand and explain APIs, cloud infrastructure, data pipelines, and enterprise software integrations.
Ability to communicate complex technical concepts to both technical and non-technical audiences.
Familiarity with the concepts of embeddings, similarity search, recommendation systems, and RAG.
Thrives in a startup environment: resourceful, adaptable and proactive in creating solutions.
Proficiency in one or more popular programming languages (Python, JavaScript).
Bonus Points:
Proficiency with SQL.
Experience with Retool, Datadog, or similar monitoring tools.
Experience working with cloud platforms (AWS, GCP, Azure).
Perks & Benefits:
Comprehensive health coverage including Medical, Dental, Vision
Free mental health therapy sessions; free One Medical, Tela-doc, and Health Advocate subscriptions
Cost-savings on gynecology, fertility, and family-building care
Equity award
401(k)
Flexible time off
Paid parental leave
Annual Department Retreat
WFH Equipment Stipend
Diversity, Equity, Inclusion and Belonging (DEIB) are the cornerstone of everything we do at Pinecone. Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications in a job description. Our top priority is finding the best candidate for the job and if you are interested in the position, we would encourage you to apply, even if you don’t believe you meet every one of the qualifications listed in this posting. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.