Customer Success Engineer

This is an hybrid role based in Burlingame, CA with the team working together in person 2 days per week.

About Galileo

Galileo is the leading platform for Gen AI evaluation and observability, with a mission to democratize building safe, reliable and robust applications in the new era of AI powered software development. Our foundation is built on pioneering the early technology behind the world's most ubiquitous AI applications including Apple's Siri and Google Speech. We firmly believe that AI developers require meticulously crafted, research-driven tools to create trustworthy and high-quality generative AI applications that will revolutionize our work and lifestyle.

Galileo addresses the complexities inherent in implementing, evaluating, and monitoring GenAI applications, optimizing the development process for both individual developers and teams by offering a comprehensive platform that spans the full AI development lifecycle. Galileo bridges critical gaps, significantly enhancing developers  ability to refine and deploy reliable and precise GenAI applications.

Since its inception, Galileo has rapidly gained traction, serving Fortune 100 banks, Fortune 50 telecom companies, as well as AI teams at prominent organizations such as Reddit and Headspace Health, among dozens of others.

Galileo has AI research at its core, with the founders coming from Google and Uber where they solved challenging AI/ML problems in the Speech, Evaluation and ML Infra domains. It is now a Series B business backed by tier 1 investors including Battery Ventures, Scale Venture Partners, and Databricks Ventures, with $68M in total funding. We are headquartered in San Francisco with locations such as New York and Bangalore, India forming our areas of future growth.

Role Description

We are seeking a technically adept Customer Success Engineer with hands-on experience building GenAI applications and working with LLMs. The ideal candidate will play a critical role in the post-sales customer journey by providing technical expertise, guiding implementations, and ensuring customers maximize value from our GenAI evaluation and observability platform. This role requires a strong balance of technical consulting and customer success expertise.

Main Responsibilities

• Onboarding & Implementation:
  Guide customers through initial setup and platform adoption, ensuring smooth integration with their existing GenAI workflows and infrastructure.
• Solution Customization:
  Work with customers to tailor solutions to their specific needs, leveraging our platform's capabilities for their unique GenAI evaluation and monitoring requirements.
• Go-Live Support:
  Provide hands-on technical assistance as customers transition into production, ensuring seamless deployment of evaluation and observability workflows.
• Customer Relationship Management:
  Serve as the primary post-sales technical point of contact, building strong relationships with customer engineering teams and technical champions.
• Technical Troubleshooting:
  Diagnose and resolve complex technical issues related to GenAI applications, proactively identifying areas for improvement and optimization.
• AI-Driven Process Innovation:
  Drive innovation in customer success processes by identifying and implementing AI-driven capabilities to improve efficiency and customer outcomes.
• Cross-Functional Collaboration:
  
  Work closely with engineering, product, and support teams to address customer needs and enhance the platform based on real-world usage patterns.
• Customer Advocacy:
  Act as the voice of the customer, gathering feedback and providing technically articulated insights to inform product enhancements.
• Training & Enablement:
  Conduct technical training sessions and develop resources to empower customers to maximize the platform's value for their GenAI applications.

Minimum Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent work experience.
• 3+ years of experience in customer success, solutions engineering, or technical consulting role, preferably within the AI/ML or software industry.
• Hands-on experience building, deploying, or working with LLM-based applications and agentic workflows using frameworks like Lang Chain, Lang Graph, OpenAI Agents SDK, CrewAI or similar.
• Strong understanding of GenAI application architectures including RAG systems, multi-agent workflows, and the challenges of building reliable AI applications.
• Proficiency in Python or Type Script, with ability to support customers in implementation, troubleshooting, and integration scenarios.
• Excellent verbal and written communication skills, with ability to translate complex technical concepts for both technical and non-technical stakeholders.
• Passionate about delivering exceptional customer experiences and driving long-term customer success and adoption.
• Strong curiosity and initiative to continuously learn new technologies, stay ahead of GenAI trends, and proactively develop skills and expertise.
• Ability to work collaboratively with…