Product Success Engineer

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Cobalt

πŸ’΅ $96k-$121k
πŸ“Remote - United States

Job highlights

Summary

Join Cobalt as a Product Success Engineer and shape our support processes, documentation, tools, and workflows. You will provide Level 1 support to customers and staff, triaging inquiries and escalating complex issues. A significant portion of the role involves enhancing support efficiency by improving self-service channels, tuning AI/LLM systems, and collaborating with other teams. The ideal candidate is passionate about customer support, excels in problem-solving, and possesses a proactive mindset. This remote role requires US Eastern Time Zone availability and offers competitive compensation and benefits. Cobalt is committed to building a diverse and inclusive workforce.

Requirements

  • Minimum of 3 years of technical product support experience
  • Expertise with technical writing, able to communicate complex and technical concepts in simple ways, in the form of product documentation, in-app content, how-to guides, diagrams, playbooks and other supporting materials
  • Proficiency with configuring, integrating and operating support and development ticketing systems such as Jira, Github, and Zendesk
  • Excellent problem-solving skills, with the ability to interpret data and derive actionable insights
  • Excellent verbal and written communication skills, enabling effective collaboration in a remote setting, and the ability to build relationships across functions
  • Eagerness to learn new technologies and approaches, with a proactive mindset and willingness to contribute ideas

Responsibilities

  • Triage customer and internal support inquiries, directly providing Level 1 support or escalating to appropriate teams, and tracking cases to ensure quick and effective resolution
  • Consulting customers on how to best utilize, customize and implement Cobalt’s integration and API solutions
  • Helping users optimize their configuration of our automated security tools to maximize coverage and efficacy for their applications
  • Assisting customers with connecting their identify management systems, configuring access controls, or troubleshooting login issues
  • Facilitating operational workflows and coordinating internal approvals
  • Design, operationalize, and maintain scalable support processes and tooling for case management, escalations, tracking and reporting
  • Maintain our product documentation, ensuring our documentation follows best practices, and continually updating content with troubleshooting guides and self-service materials that enable customers and staff to get answers when they need them and limiting support touchpoints
  • Collaborate closely with Software Engineers to integrate a help desk solution, including an AI-driven chat support bot, into our platform and data reporting systems
  • Partner with the Product team to prepare announcements, documentation, FAQs and release notes for new product launches, and continually update internal materials to enable sales and customer success teams to effectively support the product
  • Work with various teams to understand support needs, and share insights and solutions to common customer/internal challenges to inform product improvements and innovation
  • Consolidate insights and feedback on customer pain points to help inform product improvements and roadmap

Preferred Qualifications

  • Fluency with development, security and reporting tools, such as Google BigQuery, Looker Studio, ServiceNow, Github, PowerBI, etc
  • Experience with low-code/no-code automation tools, such as Workato and Zapier
  • Familiarity with coding frameworks, such as Python, Javascript, SQL. Understanding of how REST APIs work, and how to interact with an API using a tool like Postman
  • Understanding of Machine Learning and Generative AI

Benefits

  • Competitive compensation and an attractive equity plan
  • 401(k) program (US) or pension (EU)
  • Medical, dental, vision and life insurance (US) or statutory healthcare (EU)
  • Wellness stipends
  • Work-from-home equipment & wifi stipends
  • Learning & development stipends
  • Flexible, generous paid time off and paid parental leave

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