Staff Customer Success Specialist
Fully Remote LATAM · Contractor · Advanced English
About the role
We're looking for a Staff Customer Success Specialist to be the technical backbone of our customer success organization. You'll work directly with enterprise B2B SaaS customers to solve complex problems, own critical escalations, and turn recurring support issues into scalable systems, automations, and AI-powered tooling. This is a hands-on, senior individual contributor role with real influence on product, engineering, and CS strategy.
What you'll do
• Act as the senior technical point of contact for enterprise customers, leading customer-facing calls and communicating action plans, progress, and resolutions.
• Own critical escalations end to end, bridging customers with internal engineering and product teams.
• Investigate complex issues through code-level debugging, log analysis, SQL queries, and root cause analysis.
• Design and build AI-powered tools and automations, such as triage agents and automated CS workflows, that reduce time-to-first-response and scale the team's impact.
• Turn support ticket data into strategic reports for Product and executive leadership, surfacing structural bugs and recurring patterns.
• Build and improve CS communication workflows (for example in HubSpot), including A/B testing to improve engagement.
• Own documentation and knowledge base practices so customers and internal teams can self-serve.
• Mentor and onboard support and customer success engineers, and help grow the team's capabilities and quality standards.
• Support pre-sales conversations and product capability assessments when needed.
What we're looking for
• 8+ years of experience in technical support, customer success engineering, solutions engineering, or SaaS operations, including time in a senior or lead role.
• Proven track record handling enterprise escalations and customer-facing technical communication.
• Strong SQL skills and experience with relational databases such as PostgreSQL or MSSQL.
• Hands-on scripting or development experience, ideally in Python or JavaScript.
• Solid understanding of REST APIs, webhooks, and integrations.
• Experience building with AI tools and APIs (for example the Claude API, LLM agents, or Model Context Protocol) to automate support or CS workflows.
• Experience with SSO/SAML (Okta or similar) and cloud environments such as AWS or Azure.
• Strong analytical and reporting skills, with the ability to present insights clearly to leadership.
• Advanced English, written and spoken.
Nice to have
• Deep experience with the Atlassian ecosystem: Jira, Confluence, Jira Service Management, ScriptRunner, Cloud and Data Center.
• Experience with platform migrations (Server to Cloud, Zendesk to JSM, or similar).
• Familiarity with Kubernetes, FastAPI, or React.
• Experience working in Atlassian Marketplace or developer tooling companies.
• Background in Fintech, AdTech, or other highly technical B2B domains.
