Customer Success Engineer

Summary

Hasbro and Wizards of the Coast are building an AI Studio that combines storytelling, imagination, and technology to create interactive character experiences. The Customer Success Engineer helps customers and partners prototype, integrate, and launch character experiences on the platform, while translating field learnings into SDK improvements, documentation, onboarding paths, and platform roadmap features.

Responsibilities

• Work with customers and partners to prototype and implement character experiences on our platform, from first integration through production launch
• Share responsibility for the SDK, code examples, and customer-facing documentation with the rest of the engineering team, improving each with every engagement
• Serve as the internal team's eyes and ears on the customer experience: where partners struggle, where they succeed, and what they build that surprises us
• Work with engineering and product management to turn field learnings into concrete platform roadmap features
• Build the integration patterns and onboarding paths that let the next partner need less direct help than the last

Skills

• 2+ years of software engineering experience shipping production systems: code real users depend on, with the testing, review, and operational habits that implies
• Direct experience integrating LLM APIs (OpenAI, Gemini, Anthropic, etc.) in a production context. You've dealt with their failure modes, latency, and cost, not just their happy path
• A track record of working directly with customers or partners in a technical capacity: integrations, onboarding, solutions work, or consulting where you owned the outcome
• Documentation and example craft: developer docs or code samples that other teams successfully built from without you in the room
• Comfort working where the structure is still forming. Priorities shift, the playbook doesn't exist yet, and part of the job is writing it
• A degree or academic background in computer science, data science, or a related quantitative field
• Familiarity with voice AI services, including text-to-speech (ElevenLabs) and/or speech-to-text (AssemblyAI)
• Developer relations, developer education, or technical writing experience
• Background in entertainment, gaming, or IP-driven products

Qualifications

Must Haves

• 2+ years of software engineering experience shipping production systems: code real users depend on, with the testing, review, and operational habits that implies
• Direct experience integrating LLM APIs (OpenAI, Gemini, Anthropic, etc.) in a production context. You've dealt with their failure modes, latency, and cost, not just their happy path
• A track record of working directly with customers or partners in a technical capacity: integrations, onboarding, solutions work, or consulting where you owned the outcome
• Documentation and example craft: developer docs or code samples that other teams successfully built from without you in the room
• Comfort working where the structure is still forming. Priorities shift, the playbook doesn't exist yet, and part of the job is writing it

Nice to Haves

• A degree or academic background in computer science, data science, or a related quantitative field
• Familiarity with voice AI services, including text-to-speech (ElevenLabs) and/or speech-to-text (AssemblyAI)
• Developer relations, developer education, or technical writing experience
• Background in entertainment, gaming, or IP-driven products

Benefits

• Employees may be eligible for annual and long-term incentives as part of their overall compensation package, depending on role, location, and eligibility.
• Health & Wellness
• Time Off to Recharge
• Financial Well-being
• Life & Family Support
• Volunteer and Community Initiatives
• Learning & Development
• Exclusive Perks