Remote Customer Success Engineer II

Summary

The job description is for a Customer Success Engineer at Match Group Central Platform. The role involves supporting central services for Match Group brands, acting as the first point of contact for engineering teams, educating and training customers, delivering customer feedback, monitoring key system metrics, updating technical documentation, and communicating and escalating issues to proper teams.

Requirements

• 2+ years of professional experience as a customer success engineer/developer support specialist/sales engineer or similar roles
• Ability to write a quick simple script language (javascript, python, shell, ..) to automate the repeated process
• Possesses enough understanding of programming concepts and application programming interfaces (APIs) to communicate with developers
• Fluency in API setup using tools such as Postman, simulate, and debug REST API JSON request and responses

Responsibilities

• Work closely with the central platform engineering & product team to operate and support central services for our MG brands
• Be a first point of contact (representatives) for our engineering team with holding in-depth knowledge of our team’s services and technologies
• Build strong rapport with brand developers and prospects by communicating solutions to various technical issues
• Educate and train customers on existing product capabilities and documentation through scheduled conference calls, as well as demos
• Deliver customer feedback in the form of stories and tasks using our Jira so that product and engineering teams can continuously enhance the services and technologies
• Proactively monitor our key system & business metrics and voice up for brands’ success
• Continuously update our technical develop-facing documentation based on the inputs and feedback we receive from brands
• Review all of our services’ API endpoints, understand them, and manage them using the Postman to quickly support the brands as needed
• Wear the brand stakeholders’ shoes and voice up for customers to satisfy our customers’ needs and goals
• Communicate and escalate issues to the proper engineering teams or owners for resolution
• Use company data tools to investigate problems and correlate them to release events or code rollouts
• Set up the SLA (Service Level Agreement) with engineers and work together to meet the SLA for our customers

Preferred Qualifications

• Experience in any programming languages (C#/Java/Kotlin/Typescript/golang)
• Experience working at B2B/SaaS companies
• Experience using Spring framework (Spring Boot, Webflux/React, GRPC)
• Experience using .NET framework
• Experience working with AWS cloud provider/services
• Experience working with Jira and Jira Service Management
• Experience working with artifact registry (e.g., JFrog)
• Experience working with documentation system (e.g., Docusaurus) and monitoring systems (e.g., Datadog, newrelic, Kibana, Grafana, Prometheus)

Benefits

• Medical, mental health, and wellness benefits
• Competitive compensation
• 100% employer match on 401k contributions up to 10% (cap at $10,000)
• An employee stock purchase program
• Generous PTO and 18 paid holidays
• Annual training allowance for professional development
• ERG membership opportunities and events
• 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts
• Company gatherings (fun happy hours and company events)