Customer Success Engineer

About ROLLER

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers through a full suite of venue management features, including ticketing, point-of-sale, CRM, self-serve kiosks, memberships, digital waivers, and more. We are a fast-growing global company with customers in over 30 countries and a diverse range of industries, including theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks - to name a few.

At the heart of ROLLER is our team, which comprises over 200 highly energetic, driven, intelligent, and humble professionals all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. Above all, we love what we do, and we are looking for like-minded people to join us on this amazing journey! 

 

About the Role

The Solution Engineering function is a critical pillar at ROLLER, central to how we win new business, onboard and expand existing customers, and how we bridge real‑world insights back into Product to drive innovation.

As a Customer Success Engineer, you’ll be a trusted technical advisor post‑sale. You’ll work closely with Customer Success, Training and Implementation, Support, and Product to ensure customers achieve their business objectives, extract maximum value from ROLLER, and remain confident in our platform as they grow.

You’ll lead requirements gathering, solution design, and implementation planning for customers, manage beta projects in partnership with Product, and provide deep technical expertise through onboarding, adoption, and ongoing support.

Solution Engineers are deep subject matter experts. They understand our customers’ businesses and ROLLER technology deeply. They manage the wide demands placed on an all‑in‑one solution by knowing what is truly business‑critical versus what’s a “nice to have”, where a workaround suffices. They are pragmatic, balanced, and trusted experts.

 

What You'll Do

Enable & Support Customers

• Act as the technical go‑to for customers post‑sale, supporting onboarding, implementation, and ongoing usage.
  
  
• Help customers meet their business objectives by configuring solutions, advising on best practices, and solving technical challenges.
  
  
• Partner closely with the Training and Implementation team to ensure seamless onboarding experiences, aligning technical solutions with training content and implementation plans.
  
  
• Participate in pilot rollouts or phased expansions, ensuring a smooth handover from pre‑sales and a clear path to value.
  
  
• Troubleshoot and resolve issues in collaboration with Support and Engineering, prioritizing what matters most to customer success.
  
  
• Actively contribute to improving NRR (Net Revenue Retention) by identifying expansion opportunities and ensuring technical barriers to adoption are removed.
  
  
• Track and influence product satisfaction metrics through proactive engagement, deep technical support, and ensuring customers see ongoing value in ROLLER.
  
  

Collaborate Cross‑Functionally

• Work closely with Customer Success Managers and the Training and Implementation team to drive adoption and retention plans.
  
  
• Partner with Product by providing structured input into roadmap strategies, sharing trends and feedback from the field that directly shape product direction.
  
  
• Support our Voice of Customer (VoC) efforts by capturing, organizing, and communicating customer insights that help ROLLER anticipate needs and raise the bar for customer experience.
  
  
• Liaise with Education (LX) to create or refine resources and guides that help customers and internal teams succeed.
  
  
• Coordinate with the Partnerships SE team when integrations or joint solutions impact customer outcomes.
  
  
• Participate in and manage beta projects with Product, validating new features, sharing real‑world usage data, and ensuring successful rollouts.
  
  

Advocate for Customers

• Be pragmatic and honest about what ROLLER can and can’t do, setting clear expectations while offering creative workarounds where needed.
  
  
• Share learnings from support tickets, beta projects, and live engagements to improve internal processes, knowledge, and product direction.
  
  

About You

Required

• Proven experience in a customer‑facing technical role (e.g., Customer Su