Customer Success Engineer

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 9,000 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 the adoption and implementation of 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, strong communication, and an AI-first mindset 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.

Requirements:

• 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, and mental health resources

• 401(k) Plan

• Equity award

• Flexible time off

• Paid parental leave

• Annual Company Retreat

• WFH Equipment Stipend

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.