Summary
Join our team at Decodable and be part of revolutionizing data processing with our cutting-edge platform. We're seeking a dynamic and technically proficient Customer Success Engineer (CSE) to join our team, ensuring customers achieve success with our platform and are delighted with the service they receive.
Requirements
- Excellent organization, communication, and problem solving skills
- High emotional intelligence and professionalism
- Expert knowledge of data engineering and data platforms
- Intermediate knowledge of SQL, Java, and Python
- Intermediate knowledge of Apache Flink, Apache Kafka, Debezium, and related technologies
- Intermediate knowledge of Kubernetes, AWS, Terraform, Helm, and networking
- The ability to quickly learn new technologies
Responsibilities
- Ensure customers are successful with the product and happy with the service they receive
- Represent and advocate for customers internally
- Host regular customer success meetings with customers
- Brief customers on new features and functionality, and how it might help them
- Help run customer surveys to understand their overall health and experience
- Identify and help customers to onboard new potential use cases
- Research and understand customer data-related goals and initiatives
- Help customers identify use cases that are a good fit for Decodable
- Provide access to resources to help customers adopt Decodable for new use cases
- Provide technical support and guidance to customers on Decodable, ETL, stream processing, and related subjects
- Act as the primary technical point of contact for customers
- Answer questions, troubleshoot, and provide general technical guidance to customers
- Manage escalations on complex technical issues
- Help customers smoothly transition from POC to production
- Help to refine and manage customers through the technical onboarding process
- Provide architectural, performance, cost, and security guidance to customers
- Capture and share customer feedback on the product and their experience with Decodable
- Capture customer feedback about our product and their experience working with us
- Act as the customer in internal conversations, representing their best interests, thoughts, and perception
- Help to shape the product roadmap and company policies based on customer experience
- Develop and maintain internal and external documentation about our customers, the product, and Decodable
- Help maintain technical knowledge about our customers and their use of Decodable
- Help track customer product requests and bugs
- Identify common questions and develop FAQs, documentation, and other assets to better serve customers
Benefits
- An open, human-first team
- Competitive salary based on current market data
- Equity
- Unlimited vacation with a 2-week minimum vacation policy
- Flexible work schedule and remote work options
- Comprehensive benefits including medical, dental, vision, life insurance, short-term and long-term disability
- 401(k) / RRSP with company contribution, available immediately
- Professional development opportunities
- Vibrant company culture with team-building activities and social events