Customer Success Engineer

About Galileo

At Galileo, our mission is to make AI safe and available to all. Our roots lie in leading the creation of some of the world’s most widespread AI applications from Apple’s Siri to Google Speech.

Galileo is a leading Generative AI Evaluation and Observability software company, dedicated to helping organizations monitor, evaluate, and optimize their GenAI models. Our platform provides cutting-edge tools for ensuring the accuracy, reliability, and fairness of AI systems. We are passionate about empowering businesses to make data-driven decisions and achieve their AI goals, particularly in the rapidly evolving fields of Machine Learning (ML) and Generative AI (GenAI).

In a few short years since its inception, Galileo is already used by Fortune 10 banks, Fortune 50 telecommunications companies, as well as AI teams at Reddit, Headspace Health and many others.

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 is proficient in Python or TypeScript and comfortable helping customers during onboarding, implementation, and ongoing support. This role requires a strong balance of technical consulting and customer success expertise, helping clients maximize the value of the Galileo platform.

Main Responsibilities

As an early Field Engineer at Galileo, you will play a foundational role in designing, building, and scaling our Customer Success organization and playbook, which includes:

• Onboarding & Implementation: Guide customers through initial setup, ensuring smooth adoption of our platform.
• Solution Customization: Work with customers to tailor solutions to their specific needs and integrate with existing workflows.
• Go-Live Support: Provide hands-on assistance as customers transition into production, ensuring a seamless experience.
• Customer Relationship Management: Serve as the primary post sales technical point of contact, fostering strong, long-term relationships.
• Cross-Functional Collaboration: Work closely with engineering, product, and support teams to address customer needs and enhance the platform.
• Technical Troubleshooting: Diagnose and resolve technical issues, proactively identifying areas for improvement.
• Customer Advocacy: Act as the voice of the customer, gathering feedback to inform product enhancements.
• Training & Enablement: Conduct training sessions and develop resources to empower customers to maximize the platform’s value.

Minimum Qualifications

• 3-5 years of experience in a customer success, solutions engineering, or technical consulting role, preferably within AI, ML, or software industries.
• Hands-on experience building GenAI applications and working with LLMs.
• Proficiency in Python or TypeScript, with the ability to support customers in implementation and troubleshooting.
• Strong communication skills, able to translate technical concepts for both technical and non-technical stakeholders.
• A consultative, problem-solving mindset with a proactive approach to customer challenges.
• Ability to work collaboratively across engineering, product, and customer success teams.
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent work experience.

Why Galileo

●     This is an opportunity to join a seasoned founding team that has previously led product and engineering teams from 0 to $100M+ in revenue and from 0 to 1B+ users globally

●     We obsess over our team’s culture driven by inclusivity, empathy and curiosity

●     We invest in our team’s development and happiness because our employees are the keys to our success and ensuring happy customers – towards that end, we offer:

○      Unlimited PTO

○      Parental leave – 100% pay for 8 weeks

○      Medical, Dental and Vision Insurance

○      401 (K) Retirement Savings Plan

○      Early stage equity

○      Mental and Physical Wellness Stipend

○      Daily Lunch Stipend

○      Offices in San Francisco and New York