Senior Customer Success Engineer, Infrastructure

Summary

Join Plotly's Customer Success & Support team as a Senior Customer Success Engineer, Infrastructure! You will provide in-depth support to enterprise customers for installing, upgrading, and using Plotly's products. This role involves debugging, analyzing log files, optimizing configurations, and collaborating with engineering and customer success teams. You will work with technologies like Kubernetes, AWS, Azure, GCP, and Linux systems. The position requires strong technical skills and experience in Linux administration, cloud environments, and customer support. Plotly offers a remote-first work environment, comprehensive health coverage, generous PTO, and various other benefits.

Requirements

• 2+ years or more of Linux systems administration and general networking experience
• Basic understanding of client-server architecture in the context of web applications / a PaaS
• 2+ years of experience providing system-level customer support
• 2+ years of experience with at least one public cloud environment
• 1+ years of experience with Kubernetes
• 1+ years of experience with Docker
• Familiarity reading and understanding code in at least one programming language, such as Bash or Python
• Ability to communicate clearly and positively with clients of various skill levels and backgrounds
• Works well in an open and collaborative environment
• Can autonomously drive their own work
• A sincere belief in the importance of following and producing good documentation
• Comfort with troubleshooting problems with only indirect access to customer environments

Responsibilities

• In collaboration with our Product Development team, give direct, in-depth support to customers installing, upgrading, and using our products
• Develop and maintain a deep understanding of the environments where Plotly customers deploy and use our products (on premise, AWS, Azure, GCP)
• Seek to understand customer needs and help them appropriately optimize the custom configuration of their Plotly Enterprise instances
• With the Engineering and Customer Success teams, develop ways to improve and streamline processes to help our customers quickly reach peak efficiency with our product
• Identify and communicate product and documentation improvements

Preferred Qualifications

• Preferred: familiarity with any of LDAP, SAML, Windows enterprise systems administration
• An understanding of service level agreements and how to make a product offering meet them
• Some experience with one or more of reliability, testing, automation, observability, and performance work

Benefits

• Comprehensive health coverage
• Generous PTO
• Parental leave top-up program
• Stock options for all full-time employees
• Learning & development program
• Remote-first work
• Home office support