Senior Customer Success Engineer

Join BLP and help make the world’s business processes autonomous! Our agentic platform helps finance and operations teams worldwide remove manual work from their core business processes, so work runs end-to-end with greater control and significant productivity gains. Today, over 550 enterprise customers use BLP across 1,300+ deployed projects. In the processes we automate, customers achieve productivity improvements of 5 to 10 times. To date, BLP remains majority employee-owned, with Goldman Sachs holding a minority stake as a growth investor. Our success is driven by deep expertise in technology and business processes, a superior product with strong product-market fit, reflected in an expanding customer base that includes Fortune 500 companies. BLP is one of Switzerland's fastest-growing SaaS scale-ups; we are now entering our next phase of growth. From our headquarters on Zürich's Bahnhofstrasse, we're expanding globally, with a growing presence across Europe and North America. Join us and help make autonomous operations the new standard. LocationThis is a full-time position based at our HQ in Munich or Cologne.About the roleYou 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 accountsWhen 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 permanentlyAnything 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