Customer Launch Engineer

Summary

Join HappyCo as a Customer Launch Engineer and provide expert support to customers during product launches and beyond. You will develop automations, debug technical issues, collaborate with internal teams, and help customers integrate with HappyCo's services. This role directly impacts customer satisfaction, accelerates launches, and reduces the burden on core engineering teams. You will need strong technical skills, problem-solving abilities, and excellent communication skills. HappyCo offers a flexible, supportive culture and various benefits, including remote work options, generous parental leave, competitive pay, and wellness programs.

Requirements

• 2+ years of experience in a software engineering role
• Strong debugging and troubleshooting skills, particularly in SaaS or cloud-based environments
• Proficiency in coding or scripting languages (e.g., Python, JavaScript, SQL, or similar) for issue diagnosis and integrations
• Experience with APIs, web services, and system integrations to assist customers with product implementation
• Familiarity with cloud platforms (e.g., AWS, Azure, or Google Cloud) and infrastructure concepts
• Experience providing direct technical support to customers, troubleshooting software issues, and managing ticket resolution
• Ability to analyze trends in customer issues and work with product teams to implement long-term solutions
• Understanding of SLAs and incident management processes, ensuring timely response to critical customer issues
• Strong communication skills, able to explain technical concepts clearly to both engineers and non-technical stakeholders
• Problem-solving mindset, capable of working under pressure to diagnose and resolve technical issues
• A proactive approach to continuous improvement, identifying process enhancements to streamline support and launch operations
• Collaboration skills, working closely with product and engineering teams to improve overall customer experience

Responsibilities

• Develop well-structured code to assist customers with seamless integrations into HappyCo’s services
• Provide specialist technical support to customers and properties during launch
• Investigate and debug reported issues, offering clear insights to both customers and internal teams
• Identify recurring issues and propose long-term solutions to improve product stability
• Proactively manage scope, delivery, and configuration of product changes to ensure smooth rollouts
• Contribute to product development and rollout strategies, providing feedback to improve processes
• Ensure launch ticket resolution meets and exceeds service level agreements (SLAs)

Preferred Qualifications

• Experience with monitoring and logging tools (e.g., Datadog, Splunk, or New Relic)
• Prior work with CI/CD pipelines, DevOps practices, or software deployment processes
• Exposure to customer onboarding and implementation processes, particularly in a SaaS environment
• Background in working with B2B enterprise customers, especially in property management, real estate tech, or a related industry
• Previous experience in working in a global team working across time zones

Benefits

• Work from anywhere supported by a flexible company culture
• Opportunity to work for one of the fastest growing technology companies in the PropTech industry
• Generous paid parental leave
• Competitive and equitable pay, including stock options
• Access to employee assistance programs to support both physical and mental wellness
• Monthly stipends to support Wellness and Home Office expenses