Senior Customer Success Engineer

Location: Montreal, Quebec (Hybrid – 3 days in-office minimum)

Company: Kompas

Reports to: [Engineering Manager/Head of Customer Success]

About Us: The Kompas Mission

Kompas is a small, fast-moving startup building a modern accounting and property management SAAS platform. We’re automating the entire operational lifecycle for real estate operators. We’re looking for a core team of high-ownership individuals to build the future of this industry with us.

We are a “scrappy” team, and this role is the critical bridge between our customers and our product development team. You will not just be a support resource; you will be a core technical advisor, advocate, and problem-solver whose expertise directly influences customer retention, satisfaction, and product direction.

What You’ll Do: Technical Advocacy & Problem-Solving

This role requires a unique balance of hands-on engineering skill and a customer-focused mindset.

• Be the Technical Bridge: Serve as the primary technical contact for our largest and most strategic customers, guiding them through complex implementations, integrations, and operational challenges.
• Deep-Dive Problem Solving: Rapidly diagnose, troubleshoot, and resolve high-priority technical issues related to our platform, including debugging data flows, API interactions, performance bottlenecks, and custom report generation (using tools like TypeScript, Node.js, and PostgreSQL).
• Customer-Driven Improvements: Gather, analyze, and translate complex customer feedback, feature requests, and pain points into clear, actionable technical specifications and prioritized items for the Engineering and Product teams.
• Hands-On & Collaborative: Collaborate directly with the Engineering team to reproduce bugs, test new features, validate fixes, and ensure scalable solutions are deployed to the customer environment.
• Documentation & Enablement: Create high-quality internal and external technical documentation (e.g., integration guides, best practices, troubleshooting runbooks) to empower both customers and the wider Customer Success team.
• On-Site & Hybrid Presence: Be in the Montreal office a minimum of 3 days per week to collaborate with the team. You must also be prepared for occasional on-site travel to customer locations to facilitate critical discussions, solution design, and technical training.

Who We’re Looking For (The Must-Haves)

This role requires a blend of deep technical skill, a “founder’s mindset,” and exceptional communication.

• Location & Commitment: Must be legally eligible to work in Canada and based in the Montreal area with the ability to adhere to the required 3-day in-office hybrid schedule.
• Senior-Level Technical Acumen: 5+ years of experience in a technical role (e.g., Software Engineer, Solutions Architect, Senior CSE) with demonstrable expertise in modern web technologies.
• Proven Troubleshooting Skills: Strong, hands-on ability to read, understand, and debug application code (ideally TypeScript/Node.js/React or equivalent stack) to effectively diagnose customer issues.
• Data & Database Proficiency: Strong SQL skills (PostgreSQL preferred) to analyze customer data, write complex queries for reporting, and troubleshoot data-related issues.
• Exceptional Communication & EQ: Proven ability to clearly articulate complex technical trade-offs, issues, and solutions to both highly technical teams and non-technical executive customer stakeholders.
• Customer-Obsessed: A genuine drive to own the customer’s technical journey, with a track record of driving complex issues to resolution and ensuring long-term technical health.
• A “Founder’s Mindset”: You are a scrappy, high-ownership individual who thrives in ambiguity. You are proactive in identifying solutions for customers and driving process improvement internally.

Nice-to-Haves (What makes you stand out)

• SAAS Domain Knowledge: Experience in Proptech, real estate finance, or accounting (especially with tools like QuickBooks, Yardi, or similar property management platforms).
• Integration Experience: Prior experience with building or supporting API integrations (REST/GraphQL) and working with customer engineering teams on implementation.
• Cloud Platform Exposure: Familiarity with cloud environments (AWS preferred) and an understanding of deployment, monitoring, and infrastructure concepts.

Compensation & Benefits

• Competitive Salary
• Benefits: Health and Dental, RRSP Matching and Employee Stock Option Program
• Vacation: 4 Weeks Vacation
• Location: Hybrid in Montreal, Quebec.