Customer Success Engineer

Company Overview

ServiceCore and Docket are rapidly growing field-service Software as a Service platforms serving the portable sanitation and dumpster industries. Named the #80 fastest-growing software company in America by Inc. 5,000, we’re redefining how our customers manage their businesses. Our software helps hardworking business owners save time, stay organized, and get paid faster by streamlining job management, route optimization, inventory tracking, and billing automation.

We take pride in being the go-to solution for an underserved industry. Our customers work hard, and so do we—giving them tools to get more done with less stress.

We live by our core values:

• Love Our Customers
• Be Real
• Give a Shit
• Deliver Results
• Keep it Fun

At ServiceCore, you’ll work in a fast-paced, agile environment where we take our work seriously but keep things fun and authentic. We believe in growing together, celebrating successes, and empowering each team member to make a real impact.

Role Overview

Docket is hiring a Customer Success Engineer (CSE) to serve as Tier 3 technical support and the primary escalation point between Customer Support and Product Engineering.

This role focuses on investigating, reproducing, and clearly documenting complex technical issues before they reach Engineering. You will work primarily behind the scenes—analyzing data, testing APIs, reviewing logs, and validating system behavior—to turn unclear or incomplete bug reports into clean, actionable engineering tickets.

This role is ideal for someone who enjoys deep technical problem-solving, debugging, and working through ambiguity in a fast-moving SaaS product.

What You’ll Be Doing

• Own escalated technical issues once they exceed frontline or Tier 2 troubleshooting.
• Reproduce and validate bugs across production, staging, or test environments.
• Determine whether issues are product defects, data inconsistencies, configuration problems, or expected behavior.
• Query databases and review logs to understand system state and failure modes.
• Test backend APIs to isolate and confirm root causes.
• Write or adapt lightweight scripts to support investigation, validation, or data analysis.
• Create high-quality engineering tickets with clear problem statements, reproduction steps, expected vs actual behavior, and supporting evidence.
• Partner with Product and Engineering to clarify scope, impact, and priority of escalated issues.
• Identify patterns and recurring issues to help surface systemic problems.
  

Who You Are

We’re looking for someone who is ready to jump in, take ownership of complex technical issues, and do hands-on investigation work every day.

• Strong technical foundation. You are comfortable working directly with production data and systems, including:
  • Writing SQL queries against Postgres to investigate and validate data
  • Testing APIs using Postman and/or cURL to isolate backend issues
  • Writing or adapting Node.js scripts for data parsing, validation, or troubleshooting
  • Using Git to check out branches, test fixes, and validate changes
• Technically curious and hands-on. You enjoy digging into logs, queries, and system behavior to understand what’s actually happening—not just what was reported.
• Practical and outcome-focused. You care about identifying the root cause and getting issues to a clear next step, not just documenting symptoms.
• Clear and structured communicator. You can turn complex investigations into clean, actionable engineering tickets with clear reproduction steps and supporting evidence.
• Comfortable working deep in the weeds. Investigating bugs, reviewing logs, testing hypotheses, and running scripts are a normal part of your day.
• Organized and accountable. You manage a steady flow of escalations, follow through on investigations, and don’t need constant oversight to stay on track.
• Adaptable and eager to learn. You pick up new systems and workflows quickly and are comfortable working through ambiguity.

Base Salary

$75,000 - $90,000 (based on experience)

Benefits and Perks

• 14 Company Holidays in addition to Unlimited PTO 
• Healthcare, dental and vision insurance with generous employer contributions
• 401K w/ match
• Regular lunches and a fully-stocked kitchen (if in Denver)
• Bi-weekly Grubhub lunch stipend for remote folks
• Company-provided hardware of your choice/configuration

Ready to Apply?

If you’re ready to bring your energy, skills, and passion for customer support to a fast-paced, growing company, we want to hear from you. Apply today and show us how you’ll make an impact!

ServiceCore is committed to equal opportunity regardless of race, color, age, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, sexual orientation, marital status, citizenship, national origin, disability, or veteran status.