Customer Success Engineer - Technical Support

Job Description

Customer Success Engineer - Technical Support. Location: Mumbai, Maharashtra, India

Responsibilities:

Technical Support

• Respond to customer support tickets and technical enquiries.

• Troubleshoot quantum job failures and platform issues.

• Follow standardized support workflows to resolve common problems.

• Escalate complex cases to senior Customer Success or Applications colleagues when necessary.

• Help customers resolve issues so they can continue running jobs on IonQ systems.

Customer Onboarding

• Help new customers set up their accounts.

• Guide users through IonQ's cloud platform.

• Provide platform walkthroughs and answer early technical questions.

• Help customers understand how to use the platform.

Incident Communication

• Monitor platform and system status.

• Communicate clear and timely updates to affected customers during incidents.

• Keep customers informed about planned maintenance.

Documentation and Knowledge Base

• Maintain internal and customer-facing documentation.

• Update FAQs and troubleshooting guides.

• Use recurring support issues to improve documentation and knowledge resources.

Platform Monitoring and Customer Insights

• Track job metrics and platform usage.

• Identify accounts that may be at risk.

• Monitor emerging support trends and recurring customer problems.

• Share customer feedback and common pain points with Product, Engineering, and senior Customer Success teams.

Technical Development

• Build knowledge of IonQ's hardware and software.

• Develop an understanding of quantum computing fundamentals.

• Continue improving platform expertise and technical support skills.

Qualifications:

• Bachelor's degree in Computer Science, Physics, Engineering, or another related STEM field, or equivalent practical experience.

• At least 3 years of experience in technical support, customer support, or another technical customer-facing role.

• Basic working knowledge of Python.

• Familiarity with SaaS platforms, REST APIs, or ticketing and helpdesk systems.

• Strong written and verbal communication skills;

• Ability to explain technical concepts clearly to customers with different levels of technical knowledge.

• Proactive and detail-oriented approach to troubleshooting.

• Willingness to learn quickly in a fast-paced, interdisciplinary, and international startup environment.

Preferred:

• Exposure to quantum computing frameworks or SDKs, such as:
  • Qiskit
  • Cirq
  • PennyLane

• Working knowledge of Jupyter Notebook, Google Colab, or similar platforms.

• Basic proficiency in SQL;

• Experience with ticketing systems such as Zendesk or Jira Service Management.

• Coursework or personal projects involving quantum computing, linear algebra, or probability.

Benefits:

IonQ offers:

• Base salary and bonus.

• Equity.

• Medical, dental, and vision plans.

• Matching 401(k).

• Unlimited paid time off and paid holidays.

• Parental and adoption leave.

• Legal insurance.

• Home technology stipend.

Additional benefits include a competitive compensation package and opportunities to develop professionally within a growing quantum technology company.

Compensation:

The total compensation package includes base salary, bonus, equity, and benefits.

The final compensation depends on the candidate's education, qualifications, experience, office location, market data, and internal team equity. The job posting does not provide a specific salary range.

Additional Information:

• IonQ is an equal opportunity employer.

• The role focuses on customer-facing technical support rather than quantum hardware development or advanced algorithm research.

• IonQ conducts pre-employment background and risk screening, subject to applicable law. Checks may include identity, employment history, education, sanctions and watchlists, adverse media, public records, and legally accessible criminal or court records.

• Candidate information may be processed internationally, including in the United States and Switzerland, with applicable data-transfer safeguards.

• Providing information and consent for background checks is voluntary, but failure to provide required information or consent may prevent employment from starting or continuing.