Senior Customer Success Engineer

You solve the hard technical problems on live systems.

Once a customer is running on blp, their processes are business critical. Invoices post or they do not. Orders flow or they sit. Our support organisation resolves most of what comes in, and a lot of it is genuinely well handled by people early in their career. What is left is yours: the cases where the cause is not obvious, where it crosses systems, data and process logic at once, where the same symptom has three possible explanations and only one of them is right.

That is the job. Not a queue, and not the easy half of one. Everything difficult that comes out of the run phase lands with you.

Two things sit alongside the case work, and they are what make this a senior job rather than a harder version of a junior one.

Stabilising accounts

When an account's health goes bad, you go in and stabilise it. Not as a permanent assignment, but as a small, highly skilled squad that takes a customer whose numbers or whose confidence have slipped, works out what is actually wrong across the whole picture, fixes it, and hands back a customer who is running properly again. It is the most concentrated version of this work there is.

Taking effort out permanently

Anything that keeps arriving in the queue is a signal, and the answer is usually not more people answering it. It might be better self-service for customers, a customer-facing assistant that resolves the routine questions before they reach us, better diagnostics, or a change in how something is configured at deployment so the problem never occurs. You are expected to find those, make the case, and drive them through. That is how a support organisation scales without scaling headcount one for one, and it is value the customer feels directly.

You work across the boundary between what our platform does, what the customer's ERP does, and what their data actually looks like. You are the one who can read a failing case end to end and say what really happened, and then say credibly whether the fix is configuration, data, process, or a genuine product issue. When it is a product issue, you are the counterpart to our engineering and product teams: you bring the evidence, and because you have seen the same structural problem across several customers, your case is the one that moves the roadmap.

You are also how this function gets better rather than just bigger. The diagnostic tooling, the patterns, the documentation that lets a first-year person resolve what used to take a senior one: that is yours to build. And the interns and specialists coming through the team learn this craft from you.

You do not deliver integrations and you do not run go-lives. Our integrations engineers and technical project managers own that. You own what happens once it is live and it is challenging.

• Own the technically difficult cases from our live customer base, end to end, to a verified root cause.
• Diagnose across boundaries: platform behaviour, ERP behaviour, master data and process logic.
• Decide what the real fix is, and make it: configuration, data, process, or a case for engineering.
• Go into accounts with a deteriorating health score, diagnose across the whole picture, stabilise them and hand them back running properly.
• Drive strategic initiatives that permanently reduce effort and improve the customer experience, from better diagnostics to customer-facing self-service and assistants.
• Act as the counterpart to Product and Engineering, with evidence strong enough to change priorities.
• Recognise structural problems across customers and push for them to be solved once.
• Build the diagnostic tooling, patterns and documentation that raise what the rest of the team can resolve alone.
• Mentor interns and earlier-career colleagues, and raise the technical bar of the function.
• Support Consultants and Customer Success Managers on the technical substance of customer escalations.