We have a growing hardware and software focused department that builds and develops smart vision solutions for quality assurance in manufacturing environments. Based in Waterloo, Ontario, this product team mploys a talented and dynamic team of R&D and Applications Engineers who provide unique engineering development activities in design, prototyping and testing to drive new technology development, build innovative products, and maintain and support our deployed solutions.

As a Customer Success Engineer, you will join our North American team to help embody one of our core values of Customer First. As a Customer Success Engineer, you will be responsible for ensuring customer satisfaction, fostering relationships, and driving customer retention through proactive engagement and support.

Reports to: Director of Engineering

Qualifications:

• Bachelor's degree in Engineering, Computer Science, or a related technical field.
• 2–5 years of experience in a customer-facing technical role (e.g., Customer Success, Technical Support, Field Applications, or Solutions Engineering).
• Strong understanding of software and hardware systems, ideally with exposure to machine vision, automation, or manufacturing environments.
• Excellent communication and interpersonal skills, with a customer-first mindset.
• Proven ability to troubleshoot technical issues and guide customers toward solutions.
• Experience with support ticketing systems and CRM tools is a plus.
• Experience with Jira or similar issue-tracking/project management tools is a plus.

Job Responsibilities:

• Serve as the primary point of contact for customer inquiries and technical issues.
• Monitor and manage incoming support tickets, ensuring timely and effective resolution.
• Triage and prioritize customer issues based on urgency and impact.
• Collaborate with engineering teams to resolve complex technical challenges.
• Lead the customer response process during issue escalation and post-issue follow-up.
• Collect and analyze customer feedback to drive continuous product and service improvements.
• Proactively engage with customers to ensure satisfaction and identify opportunities for added value.
• Maintain clear documentation of customer interactions, resolutions, and system performance trends.

Personal Skills:

• Analytical and conceptual thinking with creative and innovative ideas.
• Effective time management, planning, and organization skills.
• Strong ability to communicate both verbally and written in an independent and team-based environment.
• Professionalism, maturity and sound judgment.
• Ingenuity and initiative; able to deal with ambiguity.
• Pleasant, confident, and assertive team player.

Our Expectations:

Company Standards:

• Uphold company policies and integrity.
• Be a champion of our Philosophy.

• Follow all safety procedures & instructions.
• Active involvement in company and department goals.
• Follow "5S" principles, quality, environmental, and health & safety systems.
• Interact with all  working peers in a respectful and pleasant manner.

Please note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the associate for this job. Duties, responsibilities and activities may change at any time with or without notice.