Customer Success Engineer @
2 tygodni temu
Your solid relationship-building skills and extensive expertise enable you to establish trust and rapport with customers, ensuring their needs are met and exceeded.
One of your key strengths lies in your ability to effectively assess and analyse customer problems.You possess a deep understanding of when, how, and who to involve in the team to help solve complex issues.
This allows you to provide timely and efficient solutions, minimising potential downtime or disruption for our customers.The product you will be taking is the WebOps Platform for websites that deliver remarkable results.
Cloud-native software makes it easy to securely manage a single website or thousands of websites across multiple teams in one platform.
Experience in a customer success areaExperience in handling customer escalations
Ability to troubleshoot complex customer issues familiarity with using Pantheon tools - is a plus
Basic understanding of PHP or other script language, Composer, MySQL/MariaDB, Git, and the command line - is a plus
Familiarity with troubleshooting advanced website configurations, such as WordPress Site Networks and decoupled architectures - nice to have
Demonstrates an understanding of success metrics
Excellent communication, customer service and conflict resolution skills to help resolve customer concerns and defuse escalated situations
Strong problem-solving and analytical skills to identify customer challenges and provide effective solutions.
Proven track record of working collaboratively with cross-functional teams to achieve customer success.
Availability of 1-2 hours in the PST (Pacific West Coast) time zone is welcome. There may be on-call availability, but sporadic.
Customer Success Engineer (Sr. CSE), your role drives customer satisfaction and success.
Your solid relationship-building skills and extensive expertise enable you to establish trust and rapport with customers, ensuring their needs are met and exceeded.
One of your key strengths lies in your ability to effectively assess and analyse customer problems.You possess a deep understanding of when, how, and who to involve in the team to help solve complex issues.
This allows you to provide timely and efficient solutions, minimising potential downtime or disruption for our customers.The product you will be taking is the WebOps Platform for websites that deliver remarkable results.
Cloud-native software makes it easy to securely manage a single website or thousands of websites across multiple teams in one platform.
,[Resolve platform-related questions through live chat, tickets, and customer calls, Guide, mentor, and develop Customer Success Engineers to enhance their platform knowledge, Provide training and documentation for team members, Improve existing documentation to enable customer self-service, Hand on-call emergency tickets, Act as the primary communicator during incidents, Proactively identify and report potential issues, Lead technical calls with customers when necessary, Assist internal teams with their questions, Collaborate with Product & Engineering to advocate for process and platform improvements, Contribute to process improvements and workflows, Research and provide information for platform bugs and feature requests, Report and document well-researched solutions for advanced questions, Identify the need for additional tools, Participate in the CSE on-call rotation] Requirements: PHP, Script, WordPress, Analytical skills, Drupal, CI/CD, MySQL,Git Additionally:
Sport subscription, Private healthcare, Flat structure, Free coffee, Bike parking, Playroom.
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