Summary

We're looking for a technically curious, customer-focused recent graduate to join Cockatoo as a Customer Success Engineer. You'll help customers get started, solve technical problems, and get more value from our software. Alongside responding to issues, you'll proactively identify where customers are getting stuck, uncover product improvements, and help customers build Cockatoo into their workflows. You'll work with our customer support team and engineers to investigate escalated issues, identify solutions, and turn customer feedback into actionable improvements. This role combines technical troubleshooting, customer communication, and product thinking.

Job description

Role Description

We're looking for a technically curious, customer-focused recent graduate to join Cockatoo as a Customer Success Engineer. You'll help customers get started, solve technical problems, and get more value from our software. Alongside responding to issues, you'll proactively identify where customers are getting stuck, uncover product improvements, and help customers build Cockatoo into their workflows. You'll work with our customer support team and engineers to investigate escalated issues, identify solutions, and turn customer feedback into actionable improvements. This role combines technical troubleshooting, customer communication, and product thinking.

What You'll Do

Guide customers through onboarding and help them use Cockatoo effectively for their specific needs.
Investigate technical issues, reproduce bugs, and document clear steps and supporting details. Work with engineers to identify solutions and resolve problems efficiently.
Coordinate with our customer support team on escalations and keep customers informed through resolution.
Proactively connect with customers to understand their workflows, identify obstacles, and improve adoption.
Test product workflows and new features from the customer's perspective, identifying bugs and usability issues before they generate more support requests.
Turn recurring questions and feedback into product recommendations, onboarding improvements, and helpful documentation.
Identify customers at risk of leaving and help address the underlying problems.
Recognize opportunities for broader product use and help business customers find solutions that fit their needs.

What We're Looking For

A degree in computer science, software engineering, information systems, informatics or a related field, or equivalent practical experience. New graduates are encouraged to apply.
Strong technical curiosity and a systematic approach to solving problems.
An understanding of web applications and the ability to learn unfamiliar software quickly.
Clear written and verbal communication with both technical and non-technical customers.
Patience, empathy, and genuine interest in helping people solve problems.
Strong organization and follow-through. You take ownership rather than simply passing a problem along.
Comfort working in a small team where responsibilities evolve and your input matters.
Availability to work on-site in Chandler, Arizona.

Helpful, But Not Required

Basic coding or development skills in Python or TypeScript.
Familiarity with databases and basic queries.
Familiarity with browser developer tools, APIs, or logs.
Experience in customer support, tutoring, technical projects, or internships.
Interest in AI products, SaaS, and how software businesses grow.
Prior full-time customer success experience is not required.

Requirements

Degree in computer science, software engineering, information systems, informatics or related field, or equivalent practical experience
Strong technical curiosity and systematic problem-solving approach
Understanding of web applications and ability to learn unfamiliar software quickly
Clear written and verbal communication with technical and non-technical customers
Patience, empathy, and genuine interest in helping people solve problems
Strong organization and follow-through
Comfort working in a small team
Availability to work on-site in Chandler, Arizona

Company overview

Cockatoo (Cockatoo Inc.) is a US-based software company offering an AI-powered transcription and translation platform that converts audio and video files into high-quality, accurate text. The service supports speech-to-text and video transcription in more than 90 languages, leveraging advanced machine learning and natural language processing to handle diverse accents, dialects, and specialized terminology. Key features include a built-in editor for refining transcripts, integrated translation capabilities, an AI assistant for summarizing and querying content, and seamless integration with cloud storage such as Google Drive and OneDrive. Transcripts can be exported in DOCX, PDF, TXT, and SRT formats. The platform emphasizes privacy and security, making it suitable for research, media, legal, and academic use cases. Cockatoo serves individuals, researchers, educators, and enterprises with a flexible, subscription-based pricing model. Note: While listed under "Research Services," the company's core business is AI transcription software rather than life sciences research.