Remote Customer Success Engineer

Summary

Join a global team that makes it happen in a flexible, remote-first dynamic culture with travel, health, and learning benefits. As a Customer Success Engineer, you will manage technical aspects of customer relationships, provide top-quality technical service, and strengthen customer relationships.

Requirements

• Bachelor’s degree in Computer Science, Engineering or similar field
• Experience in dealing with customers from a technical approach
• Knowledge of SQL and Excel
• Passion for customer success and deep interest in understanding client needs
• Excellent interpersonal and communication capabilities to build effective relationships with customers and work effectively with them
• Great analytical and technical abilities

Responsibilities

• Manage all technical aspects of the relationship with our customers
• Assist customers when experiencing any operating or procedural difficulty with the use of our products
• Update tickets with appropriate journal entries of activities, and close tickets with resolution entered upon completion of the job
• Escalate more complex and/or high-priority problems when needed to appropriate support personnel for resolution or escalation path
• Verify that suggested solutions effectively resolve the customers’ problems through verbal or email follow-up
• Promote a “customer first” environment at all times
• Provide top-quality technical service, helping to ensure customer satisfaction, and strengthening customer relationships
• Handle customer interactions with diplomacy and tact
• Gauge the customer’s technical capability and communicate with them in appropriate technical or non-technical language
• Acquire excellent product and technical knowledge, to guarantee the quality of service provided to customers
• Monitor support requests and deep dive into data to identify any recurring issues or trends that can lead to identifying opportunities to upgrade or modify products so that they meet customers’ needs more effectively

Benefits

• Flexible, remote-first dynamic culture
• Travel benefits
• Health benefits
• Learning benefits