Our vision is to be the Champions of a Safer Digital Future and the Champions of Change. We believe in empowering individuals and teams with freedom and responsibility to align their goals such that we all row in the same direction. We are uncomfortably transparent, autonomous & accountable; we have zero tolerance for brilliant jerks; we have an unlimited vacation policy and more. For us, our Culture Is Our Strategy - check out our Culture Memo for more details and surprises.
As a Customer Success Engineer, you will be the face of SAFE to our customers. You will work on customer issues, ensuring that SAFE users have the best onboarding and support experience possible. You will also get to work on internal tooling, building scripts to help accelerate the support experience and allow our business to operate as effectively as possible. There will be many opportunities to work with advanced technology, including AWS services, AI models, and CICD tooling.
Core Responsibilities
- Execute new customer onboarding process and associated activities
- Verify initial customer use cases are met and the customer obtains value
- Add value to the product offering by proactively providing solutions to common customer needs.
- Diagnose and troubleshoot technical issues and drive them to resolution
- Deploy service releases, patches, requests, and customizations
- Participate in major incident management and creation of root cause analysis
- Escalate unresolved issues to appropriate internal teams and work with them for resolution
- Create and distribute knowledge and information with other team members and the company
- Optimize efficiency through automation of common repetitive tasks.
- Partner with Customer Success Manager for account transition post onboarding
- Other technical duties as necessary
Qualifications/ Essentials Skills/ Experience
- 1+ years of experience in delivering and supporting customers in a technical capacity, such as Customer Success Engineer, Technical Support Engineer, and similar roles in a SaaS-based environment.
- Excellent analytical and problem-solving skills with the ability to provide step-by-step technical help, both written and verbal.
- Demonstrable experience in Python scripting.
- Demonstrable experience in enhancing customer value experience of product features.
- Strong communication skills, with the ability to adapt context to a range of audiences and situations.
- AWS Cloud Practitioner certification and/or demonstrable experience supporting AWS-based SaaS solutions
- Experience using DataDog or equivalent operational tooling for proactive diagnosis and fault finding.
- Demonstrable scripting skills to exercise documented APIs.
- Ability to work independently in a self-managed way.
Join our rocket ship if you want to learn, make your mark and work with incredible talent!