Customer Success Engineer
OpsLevel
This job is no longer accepting applications
See open jobs at OpsLevel.See open jobs similar to "Customer Success Engineer" Vertex Ventures US.Customer Service, Sales & Business Development
Canada
Posted 6+ months ago
About OpsLevel
OpsLevel is the leading internal developer portal designed to help engineering teams build, ship, and maintain software better than ever. We believe that developer portals are the linchpin to a successful developer experience. With customers like Duolingo, Sotheby's, Keller Williams, and Hootsuite, we know that the best businesses in the world prioritize a great developer experience in order to beat the competition.
We're a team of folks who care deeply about the daily lives of developers. OpsLevelers live our company values on a daily basis and when we’re not heads-down on a project or collaborating in real-time over Zoom, we're competing in trivia over lunch or sharing the latest fur baby photo in #pets-to-make-you-live-longer.
Our culture and values are very important and ground us in how we interact as one team:
Empathy - Think of others; think of your users
Growth Mindset - Get comfortable with being uncomfortable
Intellectual Honesty - The best solution is more important than anyone's ego
Focus & Efficiency - Keep the main thing the main thing
Simplicity
Role Overview
We’re looking for someone who is passionate about learning and supporting both our product and our customers.
You will be working alongside our Customer Success team on helping a subset of OpsLevel customers integrate and roll out OpsLevel at their organization on a technical level. As we continue to grow, we are looking for people interested in building systems and processes that scale, and are hoping you will bring your past experience and a desire to think critically about what works (and doesn’t work) as we build a customer support organization from the ground up.
Customer Success Engineering is a new and rapidly evolving function at the company, and we’ve got a lot to learn! As such we’re looking for an agile person who can learn very quickly, change tack quickly, and be prepared for the job to evolve and change significantly over time. They’ll also need to ramp up quickly to understand our customers and our space in a lot of depth.
Responsibilities
- Ongoing Success & Support - Working to ensure our customers see high adoption and usage of their OpsLevel account through regular calls and interactions in Slack and Email.
- Product Feedback - Acting as the voice of the customer, relaying product feedback and requests to the product development team. Advocating for our customers’ needs. Introducing customers to new features and capabilities. Helping to facilitate avenues for product/customer partnerships.
- Technical Support and Liaison - Answering technical questions independently or with the help of the engineering team when necessary. Becoming an expert on what’s coming on the roadmap and communicate back to customers when they can expect upcoming features.
- OpsLevel Expert - You’ll be the first stop for customers to ask questions on how to accomplish tasks and within OpsLevel (helping them help their organization).
- Customer Training - Run through training sessions with customers on how to use OpsLevel, to help organize their service catalog, to build a service maturity rubric that fits their “golden path”, and to provide guidance on best practices.
Qualifications
- Previous experience working in customer support roles
- Direct experience working and communicating with customers directly over video calls, slack and/or email
- Experience working with technical teams and products
- Ability to do basic scripting and how to work with APIs
- Strong communication and presentation skills
- Able to effectively communicate and clarify the issues the customer is trying to solve so that engineering has the same understanding of the problem when their involvement becomes necessary
- You know and understand the business challenges we’re solving
Compensation
We offer market-leading compensation, including equity, based on the skill set and aptitude of the candidate.
"Should I apply?" - Yes!
If you meet some or most of what we're looking for, we want to hear from you, and if you’re unsure - apply anyways!
What do I need to interview with OpsLevel?
Not much! A working web camera, microphone, and (ideally) a quiet place with minimal background noise.
Additional Information
We are building an inclusive and welcoming workplace where employees feel appreciated, valued and free to be who they are regardless of their gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique.
OpsLevel is committed to developing a barrier-free recruitment process and work environment. If you require any accommodation, please let us know and we’ll work with you to meet your accessibility needs.
This job is no longer accepting applications
See open jobs at OpsLevel.See open jobs similar to "Customer Success Engineer" Vertex Ventures US.