Remote Customer Success Engineer

Summary

Join Eight Sleep as a Software Support Engineer and play a crucial role in ensuring customers receive timely and effective technical support for all products and services. As a key member of the team, you will bridge the gap between Customer Service/Logistics and Engineering by resolving technical issues, developing a deep understanding of the Pod's capabilities, and collaborating with Product Management to define data gathering and reporting.

Requirements

• 1-3 years of web experience with React
• Expertise in scripting languages such as Python, React, Javascript or Bash
• Previous experience in a customer-facing role (Support, Solutions Consulting, etc.)
• Ability to be flexible, learn, and adapt
• Operate at the lowest level of detail
• Ability to be part of an 'on call' after-hours rotation team

Responsibilities

• Resolve technical issues
• Provide guidance
• Maintain a positive customer experience through clear communication and efficient problem resolution
• Bridge the gap between Customer Service/Logistics team and Engineering by helping resolve technical issues
• Develop a deep technical understanding of the Pod to fully understand its capabilities, troubleshoot systems, and execute world-class customer support
• Collaborate with Product Management team to define, implement, and facilitate on-going data gathering and reporting that directly impacts product development cycle
• Develop, monitor, and summarize customer satisfaction, support, and other related metrics to management along with proactive recommendations to improve customer support
• Design, build, automate, and operate test systems to perform functional testing on product to determine operating condition
• Support Customer Experience by troubleshooting escalated cases
• Develop and manage support and operations tools, processes, and people, and when necessary, providing direct, on-site customer support

Benefits

• Flexible PTO
• Role ownership, and uncapped growth opportunities