Customer Success Engineer - Technical Support

Role Overview

Role:

We are looking for a Customer Success Engineer to join a dynamic, cross functional team dedicated to driving IonQ's mission of delivering exceptional experiences for our customers. In this role, you will be a frontline technical resource for users of IonQ's quantum computers, resolving day to day platform issues, answering technical questions and helping customers get unblocked so they can keep running jobs on our systems.

This is a great opportunity to build a career in quantum computing while developing deep, hands on platform expertise. Customer obsession, curiosity and clear communication matter most here, and you should be excited to learn quantum computing fundamentals on the job and to grow into more senior technical customer facing positions over time.

Responsibilities:

You will respond to customer support tickets and enquiries, troubleshooting job failures and platform issues using standardised workflows and escalating complex cases to senior Customer Success or Applications colleagues where needed. You will also support the onboarding of new users onto IonQ's cloud platform, from account setup and platform walkthroughs to early technical questions.

Alongside this, you will help monitor platform and system status, communicating clear and timely updates to customers during incidents or planned maintenance. You will maintain internal and customer facing documentation, pass customer feedback and common pain points to Product, Engineering and senior Customer Success colleagues, and build your knowledge of IonQ's hardware, software and quantum computing fundamentals over time.

Key responsibilities include:

• Frontline technical support: resolve support tickets and troubleshoot job failures and platform issues.
• Onboarding assistance: help new users with account setup, platform walkthroughs and early technical questions.
• Incident communication: monitor system status and keep affected customers updated during incidents and maintenance.
• Documentation and knowledge base: maintain FAQs and troubleshooting guides based on recurring support themes.
• Health and usage monitoring: track job metrics and usage to flag at risk accounts and emerging support trends.

Requirements:

You will hold a bachelor's degree in Computer Science, Physics, Engineering or another related STEM field, or have equivalent practical experience. You will bring 3+ years of experience in technical support, customer support or another technical customer facing role, a basic working knowledge of Python and familiarity with SaaS platforms, REST APIs or ticketing and helpdesk systems.

You will have strong written and verbal communication skills, with the ability to explain technical concepts clearly to customers with varying levels of expertise. You will take a proactive, detail oriented approach to troubleshooting and be willing to learn quickly in a fast paced, interdisciplinary and international start up environment.

You’d be a great fit with:

• Exposure to quantum computing frameworks or SDKs such as Qiskit, Cirq or PennyLane.
• Working knowledge of Jupyter Notebook, Google Colab or similar platforms.
• Basic proficiency in SQL.
• Prior experience with ticketing systems such as Zendesk or Jira Service Management.
• Coursework or personal projects in quantum computing, linear algebra or probability.

The total compensation package includes base salary, bonus, equity, and a range of benefits available on our career site.