Customer Success Engineer

Summary

Join Vantage, a leading cloud cost optimization platform, as a Customer Success Engineer. In this customer-facing role, you will provide technical guidance and support, troubleshoot complex issues, and optimize customer experiences. You will play a key role in building support processes and workflows, contributing to knowledge base articles and self-service resources. The ideal candidate possesses 2+ years of experience in a customer-facing technical role within a SaaS or technology company, strong technical and problem-solving skills, and excellent communication abilities. Vantage offers a competitive salary, equity, 401(k), medical, dental, and vision benefits, and education stipends.

Requirements

• 2+ years of experience in a customer-facing technical role, ideally in a SaaS or technology company
• Strong technical knowledge and troubleshooting skills
• Strong problem-solving mindset and a customer-first attitude
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts to customers and coworkers of varying technical skill level
• Strong analytical skills with the ability to use data to drive decisions and improvements
• Experience with customer support and IT service management tools
• Ability to adapt to an ever-changing work environment
• A kind person

Responsibilities

• Provide technical guidance and support to customers across various front-line channels, including email, chat and Slack
• Troubleshoot and oversee the resolution of complex, escalated technical issues, working closely with engineering and product teams when needed
• Develop and implement processes and best practices to streamline support workflows, improve response times, and enhance customer satisfaction
• Analyze support metrics and customer feedback to identify trends and areas for improvement, and implement strategies to proactively address recurring issues
• Contribute to the development of knowledge base articles, support documentation, and self-service resources to empower customers and reduce support volume

Benefits

• Equity
• 401(k) plan
• Medical, dental, and vision benefits
• Education stipends