Remote Customer Success Engineer

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