Client Success Engineer (Remote)

About Chartmetric

Chartmetric, Inc. is a 10-year-old startup specializing in music data analytics. We are trusted by Universal Music Group, Sony, Warner, and Apple Music, as well as hundreds of other music companies and industry professionals. Our team has created a self-service data dashboard for the music industry to better understand the activity happening around artists. Together, we combine hundreds of thousands of real-time data points across iTunes, Spotify, YouTube, Google, Amazon, X, and others through our beautifully designed tool in order to make sense of the increasingly complex landscape of the music industry.

About the role

We are looking for a highly technical, client-focused Client Success Engineer to join our team. This role sits at the intersection of engineering, product, data, and client success.

You will work directly with clients to investigate and resolve technical issues, answer complex questions, troubleshoot data discrepancies, and improve the client experience from end to end. Unlike a traditional support role, you will also contribute directly to the product and codebase by diagnosing bugs, implementing fixes, improving tooling, and deploying solutions into production.

This is an ideal role for someone who enjoys solving ambiguous real-world problems, communicating with clients, and using modern AI development tools to move fast and deliver impact.

What you'll do

• Investigate and resolve client-reported issues across APIs, dashboards, integrations, and data pipelines
• Communicate clearly and professionally with clients throughout the lifecycle of a request
• Clarify ambiguous requests and drive issues through resolution with strong ownership and follow-through
• Troubleshoot data inconsistencies, platform behavior, and product edge cases
• Use AI-powered development tools to diagnose bugs, analyze logs, write code, create fixes, and accelerate delivery
• Contribute production-quality code changes across backend services, APIs, internal tooling, and data systems
• Collaborate with engineers through peer reviews, testing, deployment, and incident response
• Improve internal support tooling, documentation, workflows, and automation
• Identify recurring client pain points and partner with Product and Engineering to improve the platform
• Help build a fast, AI-enabled support and operations culture focused on client satisfaction and execution excellence

Qualifications

Technical Skills

• 3+ years experience in a relevant role (client supporting engineering or similar)
• CS degree preferred
• Strong technical foundation in software engineering, scripting, APIs, and debugging
• Comfortable reading and modifying production code
• Experience with SQL, APIs, logs, and troubleshooting distributed systems or web applications
• Ability to independently investigate complex technical issues
• Experience using AI coding tools such as Cursor, Claude, ChatGPT, GitHub Copilot, or similar tools in day-to-day workflows
• Comfortable contributing code through pull requests, peer review, CI/CD, and production deployments
• Familiarity with cloud infrastructure, data systems, or analytics platforms is a plus

• Excellent written and verbal communication skills
• Ability to explain technical concepts clearly to both technical and non-technical users
• Strong empathy, professionalism, and client ownership mindset
• Comfortable navigating ambiguity and incomplete information
• Highly organized with strong attention to detail and follow-through

• Experience working at a SaaS, data, analytics, or API-focused company
• Experience supporting developers or technical clients
• Familiarity with the music, creator, or entertainment industry
• Experience with observability tools, incident management, or production support
• Prior experience in startups or high-growth environments