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Customer Success Engineer (CSE) - Construction Technology

- Customer Success / Construction Technology Field Detail

Location India | Remote

Job Type Full-Time

Level Mid-Level

Experience 3-5 Years

About Us

We are Wyre AI - B2B Startup focused on revolutionizing preconstruction workflows using AI. Our team is composed of visionaries, researchers, and engineers dedicated to pushing the boundaries of AI to develop transformative solutions. Founded by a repeat founder who had previously built Pype and exited successfully to Autodesk. We are committed to using technology and innovation to disrupt the status quo and create the future.

About the Role

We're looking for a Customer Success Engineer (CSE) to help deliver an excellent experience for customers using Wyre AI's AI-powered preconstruction platform. You'll work closely with our Customer Success team to support assigned customers, understand their construction workflows, address questions and issues, and help them get the most value from our products. This role combines customer success, construction domain understanding, and technical problem-solving.

You will support onboarding, product adoption, customer usage monitoring, issue resolution, and coordination with product and engineering teams. Your primary focus will be customer needs and satisfaction, rather than general product engineering support.

Key Responsibilities

- Support assigned customer accounts, understand their requirements, and respond to day-to-day questions and requests.
- Assist the Customer Success team with onboarding, implementation, product training, and ongoing adoption.
- Monitor customer activity, product usage, and support trends for assigned accounts; identify potential issues proactively.
- Manage and follow up on customer support tickets, track open issues, and communicate resolution status clearly.




- Investigate and troubleshoot issues involving product workflows, construction documents, and AI-generated outputs.
- Reproduce reported problems, document findings, and coordinate with product and engineering teams to resolve them.
- Assist with integration-related questions and basic API troubleshooting when required.
- Understand preconstruction workflows, drawings, specifications, and scope-of-work information to provide relevant customer support.
- Maintain customer records, issue documentation, and support resources; share recurring feedback to improve the customer experience.
- Work with US-based colleagues and customers during overlapping business hours.

Required Skills & Qualifications

- Bachelor's degree in Civil Engineering, Construction Engineering, Construction Management, Computer Science, or a related discipline.
- 3-5 years of relevant experience in customer success, customer support, technical support, SaaS implementation, or related roles.
- Understanding of construction/preconstruction workflows or experience supporting construction technology customers.
- Ability to understand customer requirements, investigate issues, and coordinate solutions with technical teams.
- Experience handling support tickets, tracking issues, and communicating with customers.
- Strong analytical thinking, problem-solving, ownership, and attention to detail.
- Excellent written and spoken English and confidence interacting with US-based customers and teams.
- Ability to manage multiple customer requests and work independently in a remote, fast-moving environment.
- Availability to work an afternoon/evening India schedule,



starting at 1:00 PM IST and extending until approximately 11:30 PM–12:00 AM IST, ensuring meaningful overlap with US business hours.

Solid Plus

- Experience with construction technology, preconstruction software, estimating, or document management tools.
- Familiarity with construction drawings, specifications, scope packages, and document review.
- Experience supporting customer onboarding, software implementation, or product training.
- Working knowledge of APIs, integrations, SaaS troubleshooting, or technical support workflows.
- Exposure to AI-powered document processing or construction software platforms.
- Experience monitoring customer usage and identifying adoption or engagement risks.

Beyond Technical Skills - What We're Looking For

We are building more than just software. We are building a team that thrives in a fast-paced, high-ownership environment.

Startup Readiness & Ownership

- Customer ownership: You take responsibility for customer questions and follow through until they are resolved.
- Bias for action: You respond quickly, prioritize effectively, and find practical solutions.
- Comfort with ambiguity: You can work through unfamiliar issues and know when to escalate.
- Resourcefulness: You ask the right questions and collaborate to move issues forward.

Customer & Product Thinking

- Customer-first mindset: You care about customer outcomes, satisfaction, and adoption.
- Product curiosity: You want to understand how AI supports construction and preconstruction workflows.
- Proactive approach: You notice usage patterns and potential issues before they become larger problems.

Collaboration & Communication

- Communicate clearly and professionally with customers and internal stakeholders.
- Collaborate effectively with customer success, product, engineering, and construction specialists.
- Document issues clearly, provide timely updates, and remain open to feedback.

📌 Customer Success Engineer (CSE) (India)
🏢 Wyre Ai
📍 India