Senior Customer Engineer

Summary

Join Instabase's passionate team as a Senior Customer Engineer and become the primary point of contact for enterprise customers, providing critical product and architecture advice. You will troubleshoot and resolve technical issues, excel at understanding and demonstrating platform features, and advise on compatible open-source tools. Collaborate with cross-functional teams, define support processes, and mentor others. This highly technical role requires hands-on experience with Python and Kubernetes, proficiency in cloud environments, and a strong desire to work with customers. As an early member of a growing team, you will impact how the team works and interacts with other groups. Instabase offers a supportive and collaborative work environment with various benefits.

Requirements

• 6+ years of experience in a support role within a SaaS company
• Python or similar scripting language expertise
• Kubernetes and/or strong cloud experience
• Strong desire to work with customers required
• Experience in working with enterprise platforms/tools in the capacity of product support
• Experience troubleshooting distributed components/services and log analysis
• Proven track record of success in a support environment
• Outstanding communication and customer relationship skills
• Strong grasp of enterprise user management and access control policies
• Prior experience with support processes and escalation management

Responsibilities

• Support our customers: Provide customer support and resolve technical issues through Zendesk tickets and live video calls using Zoom, Webex, or Teams
• Be the product expert: excel at understanding and demonstrating our platform features
• Advise and instruct on the ecosystem of open source tools (python, spacy, pandas, sklearn, etc.) compatible with Instabase and how customers can use them
• Act as the first point of contact for our enterprise customers, providing critical product and architecture advice
• Collaborates effectively with cross-functional teams (Engineering, PM, CEM, SE, etc.) to accomplish broader objectives. Demonstrates a strong understanding of Instabase processes for handling escalations, conducting incident reviews, and managing customer expectations
• Define what support looks like at Instabase: as an early member of a growing team, you’ll impact how we work, what tools we use, how we interact with other groups, and be a mentor to others
• A go-to person on the team for critical escalations. Can come up with a long-term solution instead of resolving per ticket/issue basis. Identify and build a process around the issue types for which the current steps are not working
• Develop your technical skills: Proficient in Kubernetes and hands-on Python scripting
• Proficient in cloud environments (Azure, AWS, GCP) as well as on-premise systems
• Provides support by troubleshooting and replicating complex issues
• Participate in the monthly on-call rotation schedule

Benefits

• Flexible PTO : Because life is better when you actually live it!
• Instabreak Fridays : Enjoy 6 company-wide Friday breaks scheduled throughout the year, giving you long weekends to relax and recharge!
• Comprehensive Coverage : Top-notch medical, dental, and vision insurance
• 401(k) with Matching : We’ve got your back for a secure future
• Parental Leave & Fertility Benefits : Supporting you in growing your family, your way
• Therapy Sessions Covered : Mental health matters— 10 free sessions through Samata Health
• Wellness Stipend : For gym memberships, fitness tech, or whatever keeps you thriving
• Lunch on Us : Enjoy a lunch credit when you're in the office