Customer Success Engineer

Department

Customer Success

Job posted on

Nov 05, 2025

Employment type

Full-Time

Role: Customer Success Engineer

Employment Type: Fulltime

Role Description:

This role blends frontline technical support with operational excellence. You'll be the go-to person ensuring that customer issues are resolved quickly and internal workflows run without friction. Your focus will be split between handling Bronze-tier customer tickets, maintaining system accuracy across tools like Zendesk and Planhat, and coordinating with Product, Engineering, and Operations teams to deliver fixes and updates efficiently. You'll spend roughly 40% of your time on customer-facing support and 60% on backend operations — keeping support systems clean, tracking performance metrics, and driving process improvements that help the entire Customer Success org move faster..

Responsibilities & Duties:

• Manage and triage support tickets through Zendesk, ensuring timely responses, proper escalations, and SLA compliance.
• Maintain clean, updated records across Planhat, Zendesk, and internal dashboards — customer details, issue logs, delivery notes, and onboarding progress.
• Act as the coordination link between Engineering, Product, and Operations to drive resolutions for technical issues.
• Create and maintain support documentation, internal SOPs, and troubleshooting guides for faster and more consistent responses.
• Support Bronze-tier customers with onboarding help, basic troubleshooting, and guidance on product usage or data access.
• Suggest and implement process or tooling improvements that simplify how the CS team delivers service.

Preferred Qualifications:

• 2–4 years of experience in Technical Support, Customer Success, or Operations, ideally in SaaS or tech.
• Strong understanding of support systems, ticket management, and cross-functional coordination.
• Skilled at working with CRMs, ticketing tools, and spreadsheets; bonus if you've touched Planhat, Zendesk, or JIRA.
• Excellent communicator with a knack for translating technical details into plain language.
• Highly organized, detail-driven, and proactive — someone who spots issues before they become problems.
• Bonus: Experience with satellite imagery, APIs, or geospatial tools.

Candidate Acumen:

• Self-starter who thrives in a fast-paced, high-growth startup environment with evolving priorities

Benefits:

• Health insurance coverage
• Unlimited leaves & flexible working hours
• Role-based remote work and work-from-home benefit
• Relocation assistance
• Professional Mental Wellness services
• Creche facility for primary caregivers (limited to India)
• Employee Stock Options for all hires

About Pixxel

Pixxel is a space data company and spacecraft manufacturer redefining Earth observation with hyperspectral imaging. The company's first constellation of six commercial hyperspectral satellites—Fireflies—deliver imagery at 5-meter resolution and 135+ spectral bands, providing 50x richer detail than traditional Earth observation systems and unlocking insights across agriculture, climate, energy, environment, and more.

Once fully deployed, Pixxel's constellation of 18-24 satellites will capture imagery across up to 250 bands in VNIR and SWIR ranges, with a 40 km swath and daily global revisit capability. Pixxel's most unique strength is its full-stack approach, integrating every layer of the value chain from satellite hardware and manufacturing to AI-powered analytics.

Pixxel's satellite constellation is complemented by Aurora, its in-house Earth Observation Studio that simplifies satellite imagery analysis and democratises remote sensing for all. Designed to make hyperspectral data more accessible, Aurora by Pixxel combines high-frequency imagery with AI-powered tools to generate actionable insights, even for users without technical backgrounds. The third pillar of Pixxel's ecosystem is its in-house satellite manufacturing capability. Beyond building its own spacecraft, Pixxel also provides satellite systems and subsystems to other organisations. This dual capacity sets it apart in a sector where most companies focus on either payload design or data operations, but not both.

Pixxel's team is young but deeply mission-aligned, with a culture rooted in curiosity, speed, and long-term thinking. As the company grows its constellation and expands Aurora, the focus remains on making space-based insights practical, scalable, and genuinely helpful so that the health of the planet becomes measurable and action becomes possible.

Pixxel was the only Indian startup selected for the Techstars Starburst Space Accelerator in Los Angeles and has been recognised in TIME's Best Inventions of 2023, Fast Company's Most Innovative Companies, and Via Satellite's Top Innovators list.

For more information, see our Careers page or follow Pixxel on LinkedIn and X/Twitter.

Culture

Pixxel is an organisation where we enable our employees to work on world-changing problems that they are passionate about, and a place where they can be their best selves day in and day out while ensuring they have fun every day.

Central to our employee-first ethos is a commitment to ensuring that every team member feels valued and heard. We nurture a healthy and supportive work environment where we prioritise well-being and growth in all aspects of life