Customer Success Engineer [Remote]
Company: Algolia
Location: Salt Lake City
Posted on: May 15, 2022
Job Description:
Job DescriptionThose who have 1-2 years of software engineering
experience and those who want to be customer-facing and highly
technical are highly encouraged to apply! You can work fully
remotely anywhere on the West Coast (Pacific Time) in the US or
Canada. You can work in a hybrid-remote environment out of San
Francisco's office. The Customer Success Engineer (CSE) serves as a
designated technical contact and a trusted advisor to Algolia's
customers. The CSE is the key member of the team for all technical
topics including customer onboarding, training and ensuring the
resolution of complex issues with the full context and
understanding of the customers' specific product and technology
environment. A true technical partner to our customers, CSEs
consult, educate, and support our customers to drive best in class
implementations that meet our customers' business and functional
requirements. Over time CSEs proactively monitor, plan, and
identify areas of improvement with our customers for key events and
ensure growth is managed effectively.YOUR ROLE WILL CONSIST OF:
- Serve as the primary point of contact, develop and lead the
technical relationships for a named set of accounts
- Guide customers through onboarding of Algolia consulting and
educating them to create a best in class implementation
- Work closely with your account's Customer Success Manager to
ensure the customer's long term health.
- Manage a diverse and complex scope of issues across multiple
client engagements
- Effectively troubleshoot, properly document, and regularly
update customer's support issues
- Submit software bug reports to the Engineering team for
problems needing attention
- Partner with Product Teams and Engineering to develop subject
matter expertise and serve as a product expert to your
customers
- Develop, maintain and present comprehensive case status reports
to customers on a regularly scheduled meeting
- Proactively identify and work with the customer to resolve
technical risks and bottlenecks
- Provide guidance on how to optimize the use of their
environment YOU MIGHT BE A FIT IF YOU HAVE:
- Functional knowledge of at least one programming language such
as: JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby,
Python
- Experience with REST API, database management, and web
development technologies
- Strong desire to help people solve problems with the ability to
explain complex technical concepts to a broad audience
- Proficiency in communicating complex technical issues to both
technical and non-technical audiences via phone and email
channels
- Excellence in time management, task prioritization, and
evaluation of situational urgency
- Preference for candidates with experience at our current stage
and beyond (over 10,000 customers, $50-200M ARR, high growth, lots
of change and building internal infrastructure)NICE TO HAVE:
- Familiarity with iOS & Android platforms
- Experience supporting open-source projects & their GitHub
communities
- Experience with Shopify, Magento, and Salesforce.com a
plus
- French speaking is a plusWE'RE LOOKING FOR SOMEONE WHO CAN LIVE
OUR VALUES:
- GRIT - Problem-solving and perseverance capability in an
ever-changing and growing environment
- TRUST - Willingness to trust our co-workers and to take
ownership
- CANDOR - Ability to receive and give constructive feedback
- CARE - Genuine care about other team members, our clients and
the decisions we make in the company
- HUMILITY - Aptitude for learning from others, putting ego
aside#LI-REMOTE REMOTE STRATEGY:Algolia's workplace strategy,
Hybrid Remote, is designed to harness the power of the
opportunities that remote work offers both employees and the
company, while also providing an engaging in-office experience for
the times when an employee is in an office. Our workplace approach
reflects the belief that an employee's impact, contribution, and
output are more important than their physical location.The majority
of employees will be able to choose if, and when, they come into an
office on a regular basis. There will be times when our people are
asked to come into an office for "moments that matter:" activities
like critical planning meetings and team social gatherings. Beyond
those events, 80% of our workforce may choose the location from
where they work in the country in which they were hired.We have
physical offices in San Francisco, NYC, Atlanta, Paris, London,
Bucharest, and we will be opening a small office in Austin soon.
https://www.algolia.com/about/ABOUT US:Millions of developers
around the world use Algolia to unleash the power of search across
their digital properties. They use Algolia because we are
API-first. We unlock incredible flexibility. We build blazing fast
speed into our APIs. We do this because we know developers want to
build cool things and innovate. Under Armour, Lacoste, Birchbox,
Stripe, Slack, Medium, Zendesk and 10,000+ other companies use
Algolia to build not just great search, but search that converts at
higher rates because of the relevancy. We help their customers find
the right goods, offers, and content really quickly. So quickly, in
fact, that they don't go anywhere else. Algolia helps businesses
build and optimize the search and discovery experience resulting in
significantly enhanced online engagement, increased conversion
rates and enriched lifetime value that generates profitable growth.
Today, Algolia powers 1.5 Trillion searches a year – that's 4 times
more than Bing, Yahoo, DuckDuckGo, Baidu and Yandex combined. Our
amazing technology is used by one in eight online users.Founded in
2012, we're backed by $184M in funding from Accel Partners, Alven,
DAG Ventures, Founders Circle, Owl Rock Capital, Point Nine
Capital, SaaStr Fund, Salesforce Ventures, Storm Ventures and World
Innovation Lab. The team is headquartered in San Francisco with
offices in Paris, London, Tokyo, New York, and Atlanta. To learn
more, visit www.algolia.com. WHO WE'RE LOOKING FOR:We're looking
for talented, passionate people to build the world's best search &
discovery technology. As an ownership-driven company, we seek team
members who thrive within an environment based on autonomy and
diversity. We're committed to building an inclusive and diverse
workplace. We care about each other and the world around us, and
embrace talented people regardless of their race, age, ancestry,
religion, sex, gender identity, sexual orientation, marital status,
color, veteran status, disability and socioeconomic
background.READY TO APPLY?
If you share our values and our enthusiasm for building the world's
best search & discovery technology, we'd love to review your
application!
Keywords: Algolia, Salt Lake City , Customer Success Engineer [Remote], Engineering , Salt Lake City, Utah
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