🚀 Customer Success Engineer

Opti , a part of Aliaxis, is a leader in IoT cloud-based stormwater management, seeking a full-time Customer Success Engineer to support a fast-growing company whose products help communities adapt to changing environmental circumstances. Opti offers a hybrid work environment based upon trust and transparency. Office-based activities are guided by a purpose-driven approach centered on teamwork. The Customer Success Engineer position is located in our Boston, MA headquarters.

Overview

Opti is a team of water experts and technologists dedicated to protecting communities, infrastructure, and the environment from stormwater impacts. We pursue performance improvements, adaptive capacity, and operational transparency through digital solutions. Opti is the creator and leading provider of Continuous Monitoring and Adaptive Control (CMAC) solutions. Our software helps customers achieve economic savings, resiliency, and peace of mind since 2007.

The Customer Success Engineer helps customers adopt and use our software platform, ensuring configuration updates, technical support, and performance insights needed for success. The role provides remote troubleshooting and commissioning support to delivery partners, public and private sector customers, and contractors during on-site setup, maintenance, and system verification. The position also supports ongoing account management through activities such as subscription renewals, data reviews, and performance assessments.

Job Responsibilities

• Provide remote support for project deployments, commissioning, maintenance, and troubleshooting of Opti CMAC systems.
• Triage inbound support requests, resolve issues directly when possible, and document cases clearly for escalation.
• Support Opti-led operations and maintenance services, including inspections, warranty coordination, and repair proposals.
• Build and maintain strong customer and partner relationships by delivering clear communication and technical guidance.
• Conduct data reviews and performance assessments, helping customers understand system operation and identify improvements.
• Capture customer feedback and share insights to improve Opti’s products, documentation, and processes.
• Maintain accurate site metadata and hardware documentation to ensure long-term supportability.
• Collaborate with internal teams to streamline deployments and support continuous product improvements.

Basic Qualifications

• BS in Engineering, Environmental Science, or a related technical field, or equivalent relevant experience.
• 2–5 years of professional experience in a technical, customer-facing role.
• Strong communication skills, with the ability to explain technical concepts to diverse audiences.
• Demonstrated problem-solving ability with attention to detail and organization.
• Comfort guiding field personnel step-by-step via phone or video.
• Ability to interpret common engineering plots (time-series charts, histograms).

Preferred Skills

• Strong interpersonal skills; able to build trust and communicate clearly with customers, contractors, and partners.
• Experience in customer-facing roles with success translating technical concepts for non-technical audiences.
• Background in water resources, environmental technology, or related fields.
• Familiarity with environmental monitoring hardware (sensors, actuators, valves, control panels).
• Hands-on experience with electrical troubleshooting and diagnostics (multimeter use, signal checks).
• Knowledge of serial protocols used in field equipment (e.g., Modbus, SDI-12) and comfort with IoT/SCADA devices.
• Experience with CRM platforms (Salesforce preferred).
• Ability to capture customer feedback and turn it into actionable process or product improvements.

Current Benefits Summary

Opti offers a competitive compensation and benefits package relative to most startups, including:

• Competitive base salary and paid time off
• Bonus opportunity based on individual and company performance against goals
• Blue Cross Blue Shield PPO/HMO health coverage
• Vision coverage
• 401(k) with employee contributions plus corporate match up to 5% of base compensation
• Flexible spending account
• Short-term and long-term disability
• Home office reimbursement account
• Pre-tax transit account
• Pre-tax parking account

Please submit your application below. For more information, please contact