Customer Success Engineer II

Customer Success Engineer II

Our mission at Capacity is to help teams do their best work through our AI-powered support automation platform. Capacity provides everything you need to automate support and business processes in one powerful omni-channel platform.

We believe that each individual voice, perspective and background brings inherent value to enhance our product, serve our customers and generate more ideas to solve complex problems. By continuing to hire talented, driven and humble teammates, we have the opportunity to see Capacity become a premier brand enterprise SaaS platform.

Capacity has raised over $100 million dollars from over 150 investors, giving us the opportunity to make ambitious investments in our team and big bets on our future. Our total addressable market is enormous. Any company that wants to grow revenue, reduce costs, and improve customer and employee satisfaction is an opportunity for Capacity to shine.

The role:

We are seeking a highly experienced and motivated Customer Success Engineer to join our company. As the Customer Success Engineer II, you will support a growing base of enterprise customers across Brazil and LATAM. As a Customer Success Engineer II, you will be the hands-on technical owner for building and tuning Agentic Intelligent Virtual Agents (IVAs) and for implementing and supporting Agent Guidance, the structured, real-time workflow product, that walks live contact center agents through complex interactions.

You will also help keep these products healthy in production, with accountability for uptime and first-line response on Sev 1 issues.

This is a remote, full-time role in Capacity Customer Success Engineering, based in Brazil and reporting to the Director of Customer Success Engineering, working closely with Project Managers, Builders, QA, Support, Solution Consultants, and Sales. Candidates outside of Brazil may be considered; however, depending on location, position would be structured as a contracting role.

In your first 30 days you will learn the platform and shadow launches, Agent Guidance deployments, and customer calls; by 60 days you will co-lead customer meetings, own IVA builds, and join the on-call rotation; by 90 days you will own a portfolio of accounts, including production uptime and Sev 1 response. Tools:
Jira, Slack, Google Workspace, Smartsheet, Power BI and SQL, and the Capacity platform (training provided).

Responsibilities:

• Design, build, and tune Agentic IVAs (voice and chat) on the Capacity platform, including behavioral, procedural, and RAG-based prompts, tool and API calling, and guardrails, and validate behavior against structured test scripts.
• Implement, configure, and support Agent Guidance: build guided workflows with conditional branching and compliance and disclosure prompting, and connect them to customer systems for inbound data retrieval and outbound data capture, working alongside Capacity's real-time Agent Assist experience.
• Own hands-on technical integration for customer deployments:
  Cisco CTI integration (event mapping for screen-pop and other triggers), SIP/telephony configuration and testing, and integration with customer CRMs, service and REST APIs, and SharePoint or other knowledge sources.
• Own the uptime and production health of customer IVA and Agent Guidance deployments: monitor proactively, resolve issues before customers notice them, and maintain runbooks and alerting.
• Serve as the technical responder for Sev 1 issues as part of the on-call rotation: triage and reproduce, coordinate with Engineering, Support, and the Delivery team, communicate status to customers, and drive root cause analysis and post-incident follow-up.
• Serve as the primary Portuguese-speaking technical liaison between customer…