Customer Success Engineer - Chicago/Dallas/NYC (Onsite)

Role: Customer Success Engineer  
Location: Chicago/Dallas/NYC  

The Opportunity 
Newmark is seeking a Customer Success Engineer (CSE) to serve as the technical bridge between platform 
users, clients, Product and Engineering. In this role, you will validate functionality and data, identify and 
clearly define technical defects and product gaps, and support the platform throughout onboarding, 
implementation, feature delivery and ongoing operations. 
This role combines data integrations, solution enablement and quality assurance. You will work directly 
with users, investigate system behavior, translate business needs into actionable technical requirements 
and coordinate delivery across multiple stakeholders. By resolving user and configuration issues 
independently and providing Engineering with well-documented defects and requirements, you will help 
improve the customer experience while allowing development teams to remain focused on core product 
delivery. 
What You Will Do 
• Test the product through the user’s lens — Conduct user-centered quality assurance testing across 
new and existing functionality, using real-world workflows to identify technical defects, usability 
concerns and product gaps. Clearly distinguish defects from unmet product needs and provide 
Product and Engineering with documented findings and actionable recommendations. 
• Lead technical investigation — Serve as the first line of technical investigation for escalated Tier 2 
and Tier 3 support requests. 
• Diagnose application and integration issues — Review application and integration logs, reproduce 
reported issues in staging or test environments and determine whether an issue is related to 
configuration, user workflow, data, integration or a product defect. 
• Resolve issues directly — Address user, configuration and integration issues whenever possible, 
providing clear communication and timely follow-through. 
• Deliver actionable defect documentation — Escalate confirmed defects to Engineering with complete 
documentation, including reproduction steps, logs, screenshots, business impact, affected users and 
relevant environment details. 
• Translate needs into technical requirements — Convert user feedback and business needs into 
structured user stories, technical requirements and feature requests with clear acceptance criteria. 
• Partner across Product and Engineering — Clarify scope, assess priority and help ensure proposed 
solutions address the underlying user need. 
• Coordinate acceptance testing — Lead testing in staging environments and validate functionality 
from the customer’s perspective before release. 
• Drive continuous improvement — Identify recurring support trends, onboarding gaps and product 
friction, and recommend improvements to platform functionality, documentation and operating 
processes. 
• Monitor post-deployment performance — Monitor user experience and system behavior following 
deployments, coordinating issue response, rollback recommendations and stakeholder 
communications when required. 
• Support releases and client rollouts — Contribute to release planning and client rollout activities, 
including deployment communications, readiness checks, feature-flag management and user-cohort 
coordination. 
• Build trusted relationships — Provide users and clients with responsive, solutions-oriented technical 
guidance. 
• Support the team as needed — Perform other duties consistent with the role’s scope, level, and 
business needs. 
Qualifications 
• Bachelor’s degree in Computer Science, Information Systems, Business Technology or a related field, 
or equivalent education and experience. 
• Five or more years of experience in customer success engineering, solutions engineering, technical 
implementation, application support or a related technology role. 
• Strong troubleshooting experience across enterprise applications, APIs, data, configurations and 
system integrations. 
• Experience developing user stories, technical requirements and acceptance criteria in Azure DevOps 
or a comparable platform. 
• Experience leading product testing to validate functionality, usability and alignment with business 
workflows. 
• Working knowledge of software development lifecycles, Agile practices, defect management and 
release processes. 
• Demonstrated ability to coordinate multiple technical workstreams and collaborate with technical and 
nontechnical stakeholders. 
• Excellent communication, organizational and problem-solving skills, with strong attention to detail 
and ownership. 
• Experience using AI-assisted tools such as Claude Code, Cursor or similar. 
Bonus 
• Experience supporting enterprise technology products in commercial real estate. 
• Experience with API testing and troubleshooting tools such as Postman, Swagger or similar 
platforms. 
• Experience investigating and resolving data-related questions and issues across integrated 
applications and systems. 
• Familiarity with SQL, JSON, REST APIs, authentication methods and common integration patterns. 
This job description is intended to describe the general nature and level of work performed. It is not 
intended to be an exhaustive list of all responsibilities, duties and qualifications required of employees 
assigned to this position.