Intro

Fairwind Labs is looking for an experienced Technical Support Engineer to help scale our Customer Success function as the company grows.

You'll work closely with partners across the company, contributing to decisions that shape both the team and the product.

About the team

Everyone on the Customer Success team has a direct line to leadership — decisions get made quickly, without layers of approval.

Candidate Responsibilities

Advocate for customer needs internally
Document common issues and contribute to the knowledge base
Identify churn risk early and create mitigation plans
Own a book of accounts and drive renewal and expansion
Build onboarding plans for new customers
Triage and resolve inbound support requests

Candidate Profile

Excellent written and verbal communication
Comfortable managing multiple priorities under pressure
2+ years in a customer-facing role
A calm, empathetic approach to problem solving

Nice to have

Basic SQL for pulling account data
Prior experience in SaaS customer success
Experience with a helpdesk tool (Zendesk, Intercom, or similar)

Recruiting Process

Our hiring process starts with a short online screening test tied to this posting — usually under 24 minutes — so you can demonstrate your skills directly instead of relying on a generic application.

If you pass the test(s) attached to this role, your application moves straight to our hiring team for review, typically within 3 business days.

From there, expect two to three conversations with the team and hiring manager, followed by a decision and offer. We aim to keep the whole process under 2 weeks from start to finish.

Technical Support Engineer (Customer Success)