Customer Success Engineer (GenAI · Legal Tech)

Company Description Golden Gate Innovations provides advanced AI-driven technology solutions tailored for high-growth startups in Silicon Valley and beyond. The company specializes in turning innovative concepts into scalable, high-performance products using AI and machine learning, engineering simulations, intelligent automation, and robust cybersecurity engineering. Its core capabilities include product development, cloud and web infrastructure design, and security architecture focused on performance, efficiency, and resilience. By combining deep technical expertise with a product-first mindset, Golden Gate Innovations helps startups accelerate innovation, strengthen security, and gain a competitive edge in a rapidly evolving technology landscape.
The Role
Our users are excellent lawyers, not engineers. They know exactly what outcome they need, but rarely how to express it as a system requirement, and many are working with AI for the first time.
That translation is your job. You'll sit with clients, understand how they actually work, and turn what they describe into something our product and engineering teams can act on. You'll also be the person who makes AI make sense to them: what it can do, where it needs a human check, and how to get consistently good results from it.
You won't be shipping features, but you'll know our system well enough to answer "Can it do X?" accurately on the spot, and to push back honestly when the answer is no.
What You'll Do
Run discovery calls with lawyers, legal operations leads, and partners, asking the questions they don't think to answer: edge cases, exceptions, volumes, and who else touches the process.
Translate those conversations into clear written requirements and tickets that can be understood without a follow-up meeting.
Deliver credible product demos, including live handling of "What if we need it to…" questions.
Own onboarding and implementation end to end: configuration, data setup, training sessions, and the critical first weeks where adoption is won or lost.
Coach users on working effectively with our AI features, including prompting, reviewing output, setting realistic expectations, and building trust in the product.
Triage and resolve client issues, and escalate the rest with enough context that engineering never has to re-ask.
Maintain deep working knowledge of the product's capabilities, limitations, and roadmap, and represent the client's reality in product discussions.
Write client-facing documentation, user guides, and release notes.
What We're Looking For
Essential:
1–2 years in a client-facing technical role, such as customer success, solutions engineering, implementation, technical support, or a developer/QA role with direct client contact.
Exceptional spoken and written English. You'll speak daily with senior US professionals, so clarity, tone, and confidence matter as much as vocabulary.
Experience supporting a live production product. You understand releases, bug triage, and why "just add a button" is rarely just a button.
Practical understanding of AI and LLM products: what RAG is, why models hallucinate, what good prompting looks like, and how to set honest expectations. Hands-on experience with GenAI tools is a strong plus.
Technical literacy: comfortable working with APIs, databases, and logs, and able to reason about how a system behaves.
Strong requirement-gathering instincts. You can take a vague request and leave with a specific, scoped, written outcome.
Reliable overlap with US working hours and comfort taking calls in that window.
Self-directed and accountable. This role is remote, and most of your day is spent in unsupervised client contact.
Nice to have:
Experience in legal tech, professional services software, or another document-heavy, regulated domain.
Familiarity with SQL, basic scripting, or tools such as Postman, Jira, Linear, or Intercom.
Experience running trainings, onboarding programs, or client workshops.

Work arrangement
Yes