Customer Success Engineer (Remote Canada or US)

Customer Success Engineer

Location: Remote (Canada or United States)

Department: Engineering

Website: www.toolbx.com

Compensation: $70,000-$90,000 CAD / $60,000-$80,000 USD

About TOOLBX

TOOLBX is a technology company dedicated to enabling the building supply industry to serve their customers with exceptional digital experiences. We empower independent building suppliers with an integrated commerce platform that streamlines sales, AR, operations, and customer service to increase operating efficiency, improve the customer experience, and boost the bottom line. We are curious, solution-driven and customer obsessed.

About the Role

Our product is driven by integrations with the ERPs (Enterprise Resource Management systems) that independent building supply dealers use, including Bistrack, Spruce and Eagle. We are looking for an experienced Customer Success Engineer to create a bridge between our customer experience team and the product development team that builds and maintains these ERP integrations. This is a customer-facing role, in which you’ll provide technical expertise, answer questions, collect requirements, design and create automations, and configure systems and networks for new dealer onboarding. You’ll also help the Integrations team understand how best to build new functionality and improve reliability, and use AI and other tools to automate this work and scale your impact.

You will work closely day to day with the Onboarding team within our Customer Experience organization and report to the Director of Engineering. You will be our first Customer Success Engineer and will help define and expand this function in the future. This is a new vacant position.

Key Responsibilities

• Assist with dealer onboarding and ERP integration setup and configuration
  • Participate in customer calls, demos and requirement gathering
  • Configure roles, workflows and reports in ERP systems
  • Set up VPN connections and install and configure services on virtual Windows instances
  • Write scripts and custom code to support solve customer problems
• Improve integration stability
  • Solve problems including service restarts, instance updates, network disconnection, script fragility
  • Act as a first responder to customer integration issues, escalating to the integrations team as needed
  • Provide visibility into patterns of instability and highest ROI areas of investment
• Optimize and automate your own work
  • Become an expert on lumber and building materials ERP functionality and specifically Bistrack, Spruce and Eagle
  • Understand at a deep technical level how our ERP integrations are built
  • Inform customers on best practices for integration and ERP configuration and related tradeoffs
  • Build internal tools that optimize collaboration with customer experience and integrations product development teams
  • Automate workflows and development with AI coding tools and agents
    
    

Qualifications

• 3+ years experience in a customer-facing sales engineer or similar role
• Excellent communication skills and customer rapport
• Experience and proficiency in translating technical issues to non-technical customers 
• 3+ years professional software development experience in a fast-paced startup environment
• Experience administering Windows clients and VPN connections and working with AWS
• Strong ability to manage your own work with little explicit direction
• Customer obsession, curiosity, solution focus
• Background in construction supplies or related industry domain knowledge is a plus
  
  

How to apply and what to expect

Apply through our careers site. Be sure to include a cover letter describing a hard, ambiguous customer problem you worked through by collaborating deeply with the customer. Interviews will involve conversations with the Director of Engineering and members of the Integrations and Onboarding teams, a live coding challenge, and a live practical test of system administration skills.

Why Join TOOLBX?

At TOOLBX, you'll be part of a team dedicated to transforming the construction industry through technology. As a Customer Success Engineer, you will play a vital role in ensuring our customers are set up for success from day one. If you are detail-oriented, passionate about helping customers, and eager to make an impact, we would love to hear from you!

Note: Only selected candidates will be contacted for an interview. TOOLBX is an equal opportunity employer committed to diversity and inclusion in the workplace.