Customer Success Engineer

Role: Customer Success Engineer

Department: Occupier Solutions
Location: Chicago / Dallas / NYC Hybrid

The Opportunity

Newmark is seeking a Customer Success Engineer (CSE) to serve as the technical bridge between platform users, clients, Product, and Engineering. In this role, you will validate functionality and data, identify and clearly define technical defects and product gaps, and support the platform throughout onboarding, implementation, feature delivery, and ongoing operations.

This role combines data integrations, solution enablement, and quality assurance. You will work directly with users, investigate system behavior, translate business needs into actionable technical requirements, and coordinate delivery across multiple stakeholders. By resolving user and configuration issues independently and providing Engineering with well-documented defects and requirements, you will help improve the customer experience while allowing development teams to remain focused on core product delivery.

What You Will Do

• Test the product through the user’s lens — Conduct user-centered quality assurance testing across new and existing functionality, using real-world workflows to identify technical defects, usability concerns, and product gaps.
• Clearly distinguish defects from unmet product needs and provide Product and Engineering with documented findings and actionable recommendations.
• Lead technical investigation — Serve as the first line of technical investigation for escalated Tier 2 and Tier 3 support requests.
• Diagnose application and integration issues — Review application and integration logs, reproduce reported issues in staging or test environments, and determine whether an issue is related to configuration, user workflow, data, integration, or a product defect.
• Resolve issues directly — Address user, configuration, and integration issues whenever possible, providing clear communication and timely follow-through.
• Deliver actionable defect documentation — Escalate confirmed defects to Engineering with complete documentation, including reproduction steps, logs, screenshots, business impact, affected users, and relevant environment details.
• Translate needs into technical requirements — Convert user feedback and business needs into structured user stories, technical requirements, and feature requests with clear acceptance criteria.
• Partner across Product and Engineering — Clarify scope, assess priority, and help ensure proposed solutions address the underlying user need.
• Coordinate acceptance testing — Lead testing in staging environments and validate functionality from the customer’s perspective before release.
• Drive continuous improvement — Identify recurring support trends, onboarding gaps, and product friction, and recommend improvements to platform functionality, documentation, and operating processes.
• Monitor post-deployment performance — Monitor user experience and system behavior following deployments, coordinating issue response, rollback recommendations, and stakeholder communications when required.
• Support releases and client rollouts — Contribute to release planning and client rollout activities, including deployment communications, readiness checks, feature-flag management, and user-cohort coordination.
• Build trusted relationships — Provide users and clients with responsive, solutions-oriented technical guidance.
• Support the team as needed — Perform other duties consistent with the role’s scope, level, and business needs.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Business Technology, or a related field, or equivalent education and experience.
• 5+ years of experience in customer success engineering, solutions engineering, technical implementation, application support, or a related technology role.
• Strong troubleshooting experience across enterprise applications, APIs, data, configurations, and system integrations.
• Experience developing user stories, technical requirements, and acceptance criteria in Azure DevOps or a comparable platform.
• Experience leading product testing to validate functionality, usability, and alignment with business workflows.
• Working knowledge of software development lifecycles, Agile practices, defect management, and release processes.
• Demonstrated ability to coordinate multiple technical workstreams and collaborate with technical and nontechnical stakeholders.
• Excellent communication, organizational, and problem-solving skills, with strong attention to detail and ownership.
• Experience using AI-assisted tools such as Claude Code, Cursor, or similar.

Bonus Qualifications

• Experience supporting enterprise technology products in commercial real estate.
• Experience with API testing and troubleshooting tools such as Postman, Swagger, or similar platforms.
• Experience investigating and resolving data-related questions and issues across integrated applications and systems.
• Familiarity with SQL, JSON, REST APIs, authentication methods, and common integration patterns.