Customer Success Engineer, Growth @FansAPI.com
About Us:
FansAPI.com builds cutting-edge tools and infrastructure for the creator economy and its developers. We’re a lean, experienced startup team with half a dozen 7-figure exits in the industry, profitable products (+30% MoM growth), and +$1M generated 💸.
Who we are looking for:
We're looking for a do-it-all support engineer who loves solving problems, communicating clearly, and helping developers ship faster. You'll be the first point of contact for our customers - handling everything from quick integration questions to in-depth troubleshooting, billing inquiries, and product feedback - and a key bridge between our users and the development team across our products. 🛠️
This role isn't just a support queue. We see it as a growth seat - and we're not big on micromanaging how you run it. The person closest to our customers' problems is also best positioned to write the content that prevents them, promote what we're building, and spot expansion opportunities with the accounts they already talk to every day. If you're comfortable owning that end-to-end and turning recurring headaches into content, promo, and pipeline, you're our kind of person. How far you take it is largely up to you. 📈
Preferred Location: Remote • Full-Time • (Candidates based in Czech Republic, Ukraine, Poland, or the UK preferred, office in Prague).
What You’ll Work On:
Support
- Provide technical support via Telegram, email, and other channels - from quick questions to complex troubleshooting
- Conduct screen sharing sessions to diagnose issues and guide implementation
- Triage and document bugs, escalate to the development team via Linear
- Maintain documentation - guides, FAQs, troubleshooting articles, and integration examples
Customer Success
- Handle billing and subscription inquiries, resolve Stripe-related issues
- Onboard new clients and ensure smooth technical integration
- Own the support queue and maintain high response quality
- Collect and relay product feedback to shape the roadmap
AI-Powered Workflows
- Work with our integrated AI to triage and handle support workflows
- Manage and continuously improve automated support assistance
- Build agents for further automation
Growth Opportunities
- Write technical articles and case studies from conversations
- Spot upsell/upgrade potential in the support queue
- Spot new development and growth opportunities
- Represent FansAPI in developer communities as a knowledgeable presence
What You Bring:
Essential Skills:
✅ Solid understanding of REST APIs — reading API docs, debugging requests/responses, and working with JSON
✅ Strong written and spoken english communication skills — clear, concise, and professional
✅ Experience working in or alongside a software development team
✅ Comfort using Linear (or similar issue tracking tools) to log, track, and escalate bugs
✅ Familiarity with Stripe - subscriptions, payment flows, and common billing issues
✅ Ability to jump on screen sharing calls and calmly guide customers through technical issues
✅ Highly organised, self-directed, and comfortable operating in a small, fast-moving team
Bonus Points For:
⭐️ Proficiency in additional languages beyond English — any language is a plus given our international customer base
⭐️ Familiarity with Claude Cowork or similar AI workflow automation agents
⭐️ Experience with Laravel or PHP-based backend applications
⭐️ Familiarity with the Creator ecosystem - creator agencies, CRM tools, or fan engagement platforms
⭐️ Experience writing or maintaining technical documentation
⭐️ Background in developer support, DevRel, or SaaS technical support
⭐️ Interest or prior experience in content writing, community management, or outbound/inside sales — you don't need expertise, just genuine interest in growing in that direction