Eppo is hiring a
Customer Success Engineer

Logo of Eppo

Eppo

πŸ’΅ ~$130k-$160k
πŸ“Remote - Europe

Summary

The job description is about a Customer Success Engineer role at Eppo, a company that provides an AB experimentation platform. The role involves handling technical customer escalations, representing the customer voice in prioritization meetings, troubleshooting complex issues, contributing to documentation, partnering with Engineering and Product for strategic initiatives, acting as a technical advisor, advocating for customers internally, and occasionally visiting customers.

Requirements

  • Experience in a customer-facing technical support role
  • Strong knowledge of SQL and web-based technologies
  • Track record of managing complex technical customer escalations including customer and internal stakeholder communication
  • Proven ability to multi-task

Responsibilities

  • Become an Eppo expert and handle top-level technical customer escalations
  • Represent the customer voice as a member of cross-functional bug prioritization meetings with the Product, Engineering, and Design teams
  • Troubleshoot complex technical customer issues via phone, e-mail, chat, and virtual meetings
  • Contribute to Eppo Help Site documentation and the knowledge base
  • Partner with Engineering and Product to lead strategic initiatives focused on customer experience and product improvement
  • Act as a technical advisor in key customer conversations with Pre-Sales, Sales, and CSM teams to prevent customer churn and further other customer adoption initiatives
  • Advocate for customers internally by frequently providing customer feedback to the product team
  • Occasionally (less than 5%) visit customers to consult on challenging technical issues and projects with Eppo

Preferred Qualifications

  • Experience working in the data and analytics space, especially in a technical support environment
  • Foundational knowledge of statistics and experimentation

Benefits

  • Competitive salary and early team equity
  • Top of the line health, dental, and vision insurance
  • New laptop/equipment of your choice and whatever else you need to be productive
  • Compensation for learning materials, tools, and resources to help you learn and grow

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