Customer Success Engineer

Railway - railway.com

Role details for Customer Success Engineer

Posted on

September 18, 2025

Location

Global - Remote

Salary

Not specified

Apply now

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At Railway, we take the complexity out of shipping software. We aim to make developers more effective by allowing them to ship their code without any fuss — write your code, push it to us, and we deliver it to your end-users. We’re the Railway that takes your code from A to Z in a straight line: no transfers, no mad scrambling for boarding, no chaos in your journey.

This is a hybrid user-facing role with some full-stack engineering elements. Learn more in our blog post at Support Engineering is Engineering.

Your mission is to be the human touch that makes infrastructure feel approachable. We believe the best support interaction leaves customers feeling heard, helped, and confident that they chose the right platform.

Want to learn about our work culture? Here is a four-part blog series that will help you see the unique ways our team works (Parts 1, 2, 3, and 4).

About the role

Be the voice of the customer, aggregating their passionate concerns into actionable product outcomes.

Translate customer reports into actionable insights, surface patterns from individual issues, and ensure critical problems reach the right team with proper context.

Create written content for internal and external audiences by writing documentation, runbooks, and customer communications that make infrastructure feel approachable.

Understand the technical landscape our users are coming from and the relief they feel when Railway just works.

About you

You’re a great fit if you:

Understand that behind every deployment failure is a customer’s stress level spiking, and you can navigate both the technical debugging and the human reassurance needed to make things right.

Have deployed apps, wrestled with databases, and debugged mysterious failures. You know enough to speak the same language as our users and diagnose where things went sideways.

Understand containers, deployment pipelines, databases, and cloud services well enough to quickly diagnose issues and guide users to solutions.

Have a mindset for pattern recognition. See three similar tickets and immediately start connecting dots. Is this a UI confusion? A missing feature? A bug that only happens on Tuesdays? You're constantly surfacing insights that help us fix problems at their root.

Remain the calm expert who makes problems feel solvable; you can context-switch between five different crisis modes while keeping each customer feeling like they're your only priority.

This role, in our opinion, is perfect for folks who have done tours in technical support, developer advocacy, or engineering roles where you worked closely with users.

We don’t require you to check every box on the list, and we generally prefer working with people that are hungry for knowledge in areas they feel they’re lacking in, so please don’t hesitate to shoot us an application if you find Railway and the role interesting!

Apply here ⬇️

https://railway.com/careers/customer-success-engineer