Customer Success Engineer

About LegitFit
LegitFit powers thousands of fitness and wellness businesses with simple, smart software to help them grow, manage, and engage their communities. We’re on a mission to make life easier for every gym owner, trainer, and studio manager — and we’re looking for a skilled Customer Success Engineer to be part of that mission.

Role Overview
As a Customer Success Engineer, you’ll act as the technical bridge between our Customer Support, Success, Engineering, and Product teams. You’ll manage escalated support cases, oversee the deployment of white-labeled (custom branded) mobile apps, and support complex data migrations from onboarding through expansion.
This role requires strong problem-solving skills, technical curiosity, and a solutions-first mindset. You’ll play a key role in ensuring our customers enjoy a smooth, reliable experience with LegitFit.

Key Responsibilities
• Act as the escalation point for L1 Support and triage issues requiring technical input or engineering fixes.
• Investigate, reproduce, and document issues with sufficient technical detail for the Engineering team.
• Manage the end-to-end deployment process of custom branded client apps (configuration, QA validation, app store submissions, and version updates).
• Handle complex data imports, exports, and migrations for new and existing customers.
• Collaborate with Product and Engineering to identify patterns in customer issues and contribute to long-term solutions or automation improvements.
• Maintain internal documentation and playbooks for recurring technical support processes.
• Support customer success projects that require database updates, configuration changes, or API usage.
• Monitor and improve escalation SLAs, ensuring efficient case handovers and visibility for stakeholders.
• Assist with internal tools testing, configuration management, and release coordination across product versions.

Skills & Experience
• 2–4 years in a customer-facing technical role (Customer Support Engineer, Implementation Engineer, Technical Account Manager, or similar).
• Experience with SaaS applications (bonus points if they're within the fitness, scheduling, or membership management space)
• Comfortable with databases, APIs, and web-based troubleshooting tools (e.g., Postman, browser dev tools, SQL queries).
• Strong understanding of iOS/Android app deployment workflows (App Store Connect, Google Play Console) desirable.
• Knowledge of data migration techniques using CSV, JSON, or API integrations.
• Excellent written and verbal communication skills; able to explain technical concepts clearly to non-technical audiences.
• Familiarity with tools such as HubSpot, Notion, or Slack is beneficial.

What Success Looks Like
• Escalation handling SLAs consistently met.
• Branded app deployments completed accurately and ahead of schedule.
• Reduction in repeat technical issues through better documentation and proactive fixes.
• High satisfaction feedback from internal teams and customers on technical support quality.

Why Join LegitFit
• Fast-growing SaaS company making an impact in the global wellness industry.
• Close collaboration across Product, Engineering, and Customer Success.
• Culture built around autonomy, trust, and continuous learning.
• Opportunity to shape processes in a role that directly influences customer experience on a global scale