Customer Success Engineer

Hybrid Work involving on-site client work, mostly Metro DC areaInterim or Active Secret Clearance preferred must be clearable (US Citizen)McLean, Virginia

@Orchard LLC is supporting a leader in AI/ML Software Development of products for the Federal Government operating at the unique intersection of advanced AI software development and vital national security missions. We are looking for a Customer Success Engineer to focus on multi-agent data integration products, ensuring they have minimal friction and maximum impact on government clients, including National Security and Intelligence Community missions.

Key Responsibilities:

• Customer Onboarding & Training: Guide government customers through the successful adoption and integration of multi-agent data integration products. Develop and deliver tailored training sessions and materials for both technical and non-technical users.
• Technical Support & Troubleshooting: Provide in-depth technical support, diagnose issues, and offer effective solutions to customer challenges related to our platform.
• Solution Optimization: Collaborate with customers to understand their evolving data integration needs and challenges, then recommend and help implement solutions utilizing the client’s product offerings.
• Feedback Loop: Act as a critical liaison between customers and internal product development teams, translating customer feedback and requirements into actionable insights for product enhancement.
• Prototyping & Integration: Provide hands-on technical assistance, including developing customer prototypes and supporting solution integrations to showcase the practical application and value of the client’s products.
• Relationship Management: Foster strong, long-term relationships with customers, ensuring their continued success and satisfaction with solutions provided.
• Documentation & Knowledge Sharing: Create and maintain comprehensive documentation, FAQs, and knowledge base articles to empower customers and internal teams.
• Performance Monitoring: Proactively monitor customer deployments and identify opportunities for optimization and improved performance.

Required Qualifications:

• Experience: 4+ years in a customer-facing role within the software industry, including supporting Federal Government clients.
• Education: Bachelor's degree in a relevant field.
• Security Clearance: The ability to obtain and maintain a security clearance is required, an active or interim clearance to at least Secret is preferred to start.
• Communication: Excellent communication skills, able to bridge technical concepts for non-technical stakeholders.
• Customer Advocacy: Experience translating customer needs into actionable development tickets.
• Tools: Proficiency with ticketing systems (e.g., GitHub, Jira, Trac) for issue tracking.
• Technical Writing: Strong technical writing ability for documentation and training materials.
• Training Development: Experience collaborating with developers to create client-facing training materials.
• Software Licensing: Knowledge of software licensing terms, limitations, and compliance requirements.
• Architecture Basics: Basic understanding of modern software architectures (microservices, containerization).
• Kubernetes: Familiarity with Kubernetes concepts (pods, services, deployments) and common troubleshooting scenarios.
• Web Technologies: Understanding of component-based frontend architectures and API communication.
• Problem-Solving: Strong problem-solving and analytical skills.
• Citizenship: Due to the nature of the work, U.S. Citizenship is required.

Desired Qualifications (Plus Factors):

• Advanced Degree: Master's degree or higher in a relevant field (e.g., Computer Science, Data Science).
• AI/ML Systems: Experience with multi-agent systems or advanced AI solutions (e.g., LangChain / LangGraph).
• Advanced Kubernetes: Knowledge of load balancing, scaling, and high availability in Kubernetes.
• Development Experience: Experience with React/JavaScript frontend development or Flask/FastAPI backend frameworks.
• CI/CD: Understanding of CI/CD pipelines and deployment processes.

What makes this opportunity so good?

• Join a dynamic, rapidly growing team at the forefront of AI and data integration.
• Work on innovative multi-agent solutions for critical government missions.
• Make a significant impact on how government agencies leverage data for decision-making and operational efficiency.
• Thrive in a collaborative, supportive work environment focused on innovation and customer success.

Ready to Build What's Next?

Compensation for the Lead Front-End Developer is based on experience and qualifications. It is expected to be in the range between $180,000 and $230,000.

Established in 2010, @Orchard LLC has an exceptional reputation, providing staffing solutions to time-sensitive, talent scarcity issues to deliver better talent management ROI. Our specialty lies in the critical area of program talent acquisition and resource management, not in one narrow skillset, but across many areas of technical and functional delivery. To learn more about our other exciting opportunities, visit our Jobs Page at www.atOrchard.com.