About the Role

This is a high-ownership, execution-focused role at the intersection of product, engineering, and customers.

You will not “manage accounts.” You will make the product work in real customer environments.

~60% of your time will be spent directly with customers—debugging issues live, delivering features, running walkthroughs, and unblocking adoption. The rest will involve working with Product, Support, and Engineering to drive resolution and improve the platform.

You are expected to own execution within customer accounts, not just escalate problems.

What You’ll Do

● Drive feature delivery and execution for customers—ensure what is built is actually adopted

● Drive customer onboarding calls.

● Join customer calls regularly to debug, troubleshoot, and resolve issues in real time

● Act as the technical intermediary between Customer Success, Support (L2), and Engineering

● Identify, validate, and reproduce bugs before escalating to engineering

● Work hands-on with:

○ APIs (Postman or similar tools)

○ Platform configurations and workflows

○ Logs, data, and system behavior

● Follow a clear escalation discipline:

○ Attempt to identify and resolve issues independently

● Test new features before customer demos and lead product walkthroughs

● Provide structured, actionable feedback to Product from real customer usage

● Contribute to product roadmap discussions based on field insights

What This Role Is Not

● Not a passive support role





● Not an account management role

● Not a “forward the issue to engineering” role

You are expected to solve, not route problems

Requirements

● 2–5 years in:

○ Customer Success Engineering

○ Solutions/Implementation Engineering

○ Technical Account Management (hands-on roles)

● Strong technical foundation:

○ Computer Science or equivalent background

○ Comfortable working across:

■ APIs (Postman, request/response debugging)

■ Web applications and system workflows

■ Databases (basic querying, data validation)

● Exposure or willingness to work with:

○ Java / PHP environments (no deep coding required, but must understand flow)

● Robust debugging ability:

○ Able to isolate issues across layers (UI, API, data)

○ Can reproduce problems reliably before escalation

● Communication skills:

○ Confident handling live customer calls

○ Can explain technical issues clearly and concisely

● Mindset:

○ Builder-first, not just communicator

○ Comfortable operating under pressure with incomplete information

○ Takes ownership of outcomes, not just tasks

Nice to Have

● Experience with QA or test automation platforms

● Familiarity with AI/LLMs or AI-driven products

● Experience working with enterprise SaaS customers

? Apply now to be part of TestGrid’s success story

Please submit your resume to [email protected] with the subject line: "Customer Success Engineer (CSE) - TestGrid"

📌 Customer Success Engineer (India)
🏢 TestGrid.io
📍 India