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Customer Success Engineer

Axle
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Hybrid (New York City, NY / Atlanta, GA)$90k - $120kFull-timePosted 4mo ago

About the role

Axle is an AI-native clearinghouse for insurance. The company is looking for a Customer Success Engineer to stand up and mature the customer success function, serving as the primary contact for inbound customer questions, enabling GTM operations, and turning issues into repeatable systems. This role combines technical API support with operational and documentation responsibilities to scale the function beyond one person.

Responsibilities

  • Own the support inbox. Define triage, build out macros and templates, and share a weekly summary of recurring themes.
  • Handle technical customer support for Axle interfaces, including our API & MCP. Answer customer questions about authentication, request flows, error responses, and configuration. Work issues to resolution before escalating.
  • Build out and maintain the knowledge base. Turn recurring questions into articles and troubleshooting guides. Update Axle's external documentation wherever you see customers repeatedly tripping on the same friction.
  • Run GTM operational support. Assist the GTM team with core operations such as modifying client provisioning or adjusting invoicing, and close the loop with a clear confirmation and next steps.
  • Build lightweight tooling and automate recurring workflows. Use internal tooling or guide Product team to ship automations and create documented runbooks.
  • Act as the voice of the customer internally. Surface patterns to Product and Solutions teams so we keep improving what customers actually experience.

Qualifications

  • Technically fluent – You can read API docs, reason about HTTP request/response flows, debug authentication and configuration issues, and explain a 4xx vs 5xx to a customer without escalating to engineering.
  • Operationally sharp – You can run a workflow cleanly under time pressure, follow checklists tightly, and not drop the ball on the third item in a long thread.
  • Strong written communicator – You can defuse a frustrated customer, explain a fix clearly, and write internal docs that team members or agents can actually follow.
  • Systems builder – You instinctively turn the second time you do something into a template, the third time into a runbook, and the fourth time into a tool.
  • Self-starter – Joining at the early-stage means you'll need to define the workflow before you optimize it.
  • Comfortable with light tooling work – Retool, internal admin dashboards, SQL, or basic scripting. You don't need to be a software engineer, but you should be able to wire things together.
  • Previous experience in support, solutions, customer success, or technical implementation at an API-first or developer-tools company is a strong plus.
  • Familiarity with the insurance, fintech, lending, or mobility space is a plus, but not required.

Skills

Required:API troubleshootingDocumentationCustomer communicationOperational execution
Nice to have:Light tooling

Benefits

  • great compensation and equity
  • full benefits
  • unlimited time-off
  • annual team offsite
Last updated Oct 14, 2026. Interested? Apply on the company site.
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About Axle

Universal API for insurance

Axle is Plaid for insurance - a universal API for insurance data. With Axle, companies can instantly verify insurance and monitor ongoing coverage, helping them reduce operational cost while creating a frictionless experience for users. Axle is backed by leading investors including Y Combinator and Gradient Ventures, Google's AI-focused venture fund, and angels from industry leaders like Plaid and Cox Automotive.

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