Customer Success Engineer I – On Demand Accounting (Hybrid)

About the role

Quorum Software is looking for a Customer Success Engineer I to join its On Demand Accounting team in Bogota. You will act as the first point of contact for new and existing customers, guiding them through onboarding, providing technical support, and delivering user training on the OGsys On Demand platform.

Key responsibilities

• Onboard existing clients transitioning from OGSQL to OGsys On Demand and support new customers.
• Handle initial case intake via phone and email, performing first‑line triage.
• Assist clients in navigating the system, answering basic questions, and providing best‑practice guidance.
• Escalate complex issues to Tier 3 support and inform leadership of emerging client problems.
• Document all client interactions in Salesforce, maintaining accurate records of calls, emails, and communications.
• Create and update product documentation and online training videos.
• Conduct entry‑level Quality Assurance testing for software releases.
• Develop and maintain SOPs for troubleshooting technical problems.
• Participate in oil & gas accounting training and continuously expand product knowledge.

Required profile

• Strong communication skills with a customer‑focused mindset.
• Project‑management experience and ability to manage multiple onboarding initiatives.
• Basic understanding of upstream oil and gas industry processes.
• Proactive attitude, able to identify and report potential client issues early.

Required skills

• Experience using Salesforce for client relationship management.