Customer Success Engineer

Overview

Extend is building a modern document processing cloud. We're on a mission to transform how the world works with unstructured data.

As a Customer Success Engineer at Extend AI
, you’ll be the front line of defense for our customers: the first technical responder ensuring they can deploy, operate, and scale Extend successfully. This role involves triaging issues, debugging configurations, maintaining high-stakes SLAs, and surfacing product insights that guide future interactions. The role is ideal for someone seeking deep technical exposure, constant learning, and high ownership, with a potential path to our Forward Deployed Engineering track.

Why you should consider joining:

• We grew revenue 15x last year to several million ARR, and growth continues to accelerate.
• Extend is used in mission-critical flows at enterprises (Square, Zillow, Chime) and high-velocity startups (Brex, Mercury, Checkr), plus many more.
• The document processing market has expanded due to LLMs; the support function is a true differentiator.
• You’ll join a talent-dense, high-performance engineering culture.
• You’ll gain exposure to how cutting-edge teams deploy LLMs into production and how top engineering organizations debug, scale, and operationalize AI systems.
• The role has real slope: strong performers can progress into customer-facing engineering roles with ownership over deployments, architecture, and integrations.

• Act as the first technical responder to inbound customer issues across Slack and Pylon.
• Triage and debug schema errors, parsing issues, processor misconfigurations, and integration failures.
• Reproduce issues quickly in Extend to isolate root causes, distinguishing user error, product gaps, and novel edge cases.
• Maintain exceptional SLAs by prioritizing, escalating, and communicating clearly with customers to unblock with minimal handoffs.
• Author internal playbooks and lightweight run books to improve speed and consistency.
• Help customers adopt new features and understand best practices for deploying Extend.
• Collaborate with the founding team to shape the early support function as Extend scales.

• Extend’s ability to scale support as demand grows exponentially.
• Response times, SLA reliability, and customer confidence during incidents.
• The quality of our developer experience and onboarding process.
• How quickly customer issues are surfaced, understood, and translated into product improvements.
• Whether customers unblock themselves within minutes or stall multimillion-dollar initiatives waiting for answers.

• Ability to read and debug JSON, APIs, logs, and customer request payloads.
• Strong troubleshooting instincts; you enjoy breaking things and fixing them.
• Excellent written communication and rapid context switching.
• Comfort interacting directly with technical users (engineers, ML teams, architects).
• Curiosity: you dig until you truly understand the customer’s environment and the underlying issue.
• Learns extremely fast: you’ll need to understand Extend deeply and stay current with a fast-moving product.
• High ownership: you don’t wait for direction; you proactively chase down answers and close loops.

Compensation Range: $150K - $175K

• Entry level

• Full-time

• Management and Manufacturing

• Software Development

Referrals increase your chances of interviewing at Extend AI by 2x

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