Customer Success Engineer

We are looking for an awesome Customer Support Engineer who will be responsible for ensuring our customers continue to receive the same great support we've been providing since we started. You will be responsible for helping our customers answer technical questions, helping them get more value out of our product and from time to time even visting them on-site to help with implementation roll outs. If you like working with a diverse community of DevOps engineers, and being the champion for helping customers solve their problems, this would be a perfect role for you with a great opportunity to join an early stage company that is taking off, but is still early enough for you to have a meaningful impact, with lots of opportunities to grow as we expand. You will work closely with our sales and engineering team. The sales team will focus on building and growing accounts, with your support making our customers happy and successful, and you will have prime access to our engineering team to ensure customer feedback is included on our roadmap from the front lines. While our HQ is in San Francisco, our engineering team are in London (UK) and we are looking for someone remote in the US, so as long as you're happy to work remotely, you can be anywhere in the US with regular travel to meet the team face-to-face in San Francisco and London as we grow. So if you have strong technical skills, enjoy being customer facing, and want to work somewhere where you can have a meaningful impact, we look forward to hearing from you and telling you more about our team, company and culture. Key Responsibilities Respond to support requests on both our Slack support community and our Zendesk support portal to help customers solve their issues and become successful on the product Help our sales team make customers successful with technical advice and support so we can grow accounts Work closely with our engineering team to provide customer feedback and ensure bugs get reported and resolved quickly. Help us define and build out our support processes and product roadmap to ensure we maintain our support levels and product meets customer requirements as we grow Requirements 3-5 years of customer success experience in a technical capacity Great, customer focussed, attitude and proven track record of making even the most difficult of customers happy and successful Technical background, in particular: Writting Python scripts, using Configuration Management tools such as Ansible, Chef and Puppet, and Docker/Kubernetes The ability to write succinct, crisp emails along with a polished phone manner Eagerness to be the first at a role Energy and enthusiasm Preferred skills DevOps Experience and familiarity with monitoring tools