What are the responsibilities and job description for the Customer Success Engineer [Remote] position at Algolia?
Those 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.
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 TAMs 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 plus
WE’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
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