Customer Success Engineer

Summary

Join Fingerprint as a Customer Success Engineer and become a leading expert in our product, acting as the primary point of contact for our users. You will guide customers through onboarding, address their questions and technical issues, and provide solutions. As a trusted advisor, you will help them leverage our product effectively. You will also act as a liaison between the product team and customers, ensuring their feedback is incorporated into product development. This role requires strong JavaScript skills, API knowledge, and excellent communication abilities. You will work remotely and be part of a globally dispersed team.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related technical field
• You enjoy talking to people and helping them solve their problems
• 2-3 years in a customer-facing role, preferably as a Customer Success Engineer, Technical Support Engineer, or similar role, with a focus on API products
• Strong proficiency in JavaScript and a solid understanding of API concepts, RESTful architecture, and web services
• Strong written and verbal skills in English
• Naturally empathetic, with a willingness to step into customers’ shoes
• Some familiarity with SQL

Responsibilities

• Onboarding & Integration: Conduct 1:1 onboarding consultations to assist customers in seamlessly integrating our APIs into their web and mobile applications
• Technical Support: Serve as the primary technical contact for our customers, addressing inquiries, troubleshooting issues, and providing effective solutions
• Customer Advocacy: Act as a liaison between the product team and customers, amplifying customer voices in product development
• Proactive Monitoring: Monitor API usage and performance to identify and resolve potential issues before they impact customers
• JavaScript Expertise: Utilize your JavaScript skills to craft sample code snippets and offer tailored recommendations to optimize customer integrations
• Automation: Develop automation scripts for API testing, validation, and monitoring processes
• Education & Relationship Building: Educate users on product nuances, build strong relationships, manage the self-service book of business, and identify expansion opportunities
• User Engagement: Increase user adoption and activation through training, consultations, demos, and office hours

Preferred Qualifications

• Experience with API testing tools and frameworks
• Experience with mobile app development