Customer Success Engineer

Role summary

The Customer Success Engineer (CSE) is the technical owner of complex customer work at Clue Insights: ERP integrations, advanced configuration, custom reporting, and escalated triage. The CSE works mainly through scheduled calls and defined projects, not a reactive support queue.

The role sits between three functions. Support handles inbound tickets, the CSM owns the relationship and escalates technical problems, and Sales brings the CSE in to scope and prove technical fit before a deal closes.

Core responsibilities

• ERP integrations: Configure, maintain, and troubleshoot customer integrations with ERP, accounting, and telematics systems such as Vista, Spectrum, HCSS, Trimble, Foundation, Samsara, and VisionLink.
• Advanced configuration: Own platform setups beyond standard onboarding, including complex workflows, data structures, and multi-division or multi-entity accounts.
• Custom reporting: Write custom reports and queries (SQL) that answer customer operational questions the standard product does not.
• Escalated triage: Take acute technical issues escalated by the CSM, including executive-flagged problems on strategic enterprise accounts, and drive them to root cause and resolution.
• Project work: Run scoped technical projects such as integration builds, data migrations, and configuration overhauls, with clear milestones and customer sign-off.
• Sales engineering: Join sales calls to scope technical requirements, run technical discovery and demos, and validate integration feasibility before contracts are signed.

How the role works

The CSE's calendar is built on scheduled calls and project blocks, which protects time for deep technical work. Work reaches the CSE through three defined paths:

| | | |
| --- | --- | --- |
| Source | What comes to the CSE | What stays with the source |
| CSM | Acute technical escalations, integration and configuration projects, custom report requests | Relationship, renewals, adoption, account health |
| Sales | Technical scoping, discovery, demos, integration feasibility | Deal ownership, pricing, commercial terms |
| Support | Issues that need configuration or integration expertise to resolve | First-line tickets, how-to questions, routine bugs |

The CSE does not work a ticket queue directly. Escalations come in through the CSM so the account owner keeps full context.

Travel: Up to 25%, for onsite onboarding, integration workshops, customer executive meetings, and sales visits.

Qualifications

Required

• 3+ years in a technical customer-facing role: solutions engineering, implementation, technical account management, or sales engineering.
• Strong industry knowledge of heavy construction, civil, or fleet and equipment operations: how equipment is costed, tracked, maintained, and billed to jobs.
• Strong understanding of Clue's tech stack, or the ability to reach that level within the first 90 days.
• Hands-on SQL for building custom reports and validating data.
• Experience configuring or troubleshooting integrations between business systems (APIs, flat-file imports, scheduled syncs).
• Comfortable leading technical conversations with both customer IT teams and non-technical operations staff.
• Able to travel up to 25%.

Preferred

• Direct experience with Vista, Spectrum, HCSS, Trimble, Foundation, Samsara, or VisionLink.
• Background working inside a contractor's equipment, operations, or accounting department.
• Prior pre-sales or sales engineering experience in vertical SaaS.