Remote zendesk Jobs in April 2020
8 Remote zendesk Jobs in April 2020Post a job
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As a Linux Cloud Support Engineer you will be responsible for assessing the nature of product or service issues and resolving support problems for customers and partners through support tickets, live chat, and occasional voice calls. Don’t let the word “Support” fool you - this is not a typical call center role. Our customers are technically sophisticated and once a question gets to us search engines have failed to provide an answer. On any given day, you’ll be applying your knowledge of Linux with technologies like MySQL, DNS, CDNs, SSL, Redis, various programming languages, replication, integration with other systems and much more. Expect to learn something new every day.
Successful employees will collaborate with other team members, meet deadlines and test new ideas, tools, and tactics. We are looking for motivators and go-getters who will improve our processes, our products and ourselves. As one of our Cloud Support Engineers, you are our front line; when our customers think of how great Platform.sh is, they think of you.
In a given day you might:
- Troubleshoot issues pertaining to the underlying infrastructure running customer applications.
- Diagnose, debug and document issues in both applications and systems.
- Deploy and configure cloud infrastructure resources.
- Troubleshoot, reproduce and report bugs.
- Become a product expert and work toward improving our customer facing documentation.
- Participate in limited on-call shifts, providing timely responses to high priority tickets and incidents.
- Work under limited supervision with considerable latitude for personal initiative.
- Respond to customer inquiries through our ticketing solution, ZenDesk.
- Participate in training teammates.
- This role is permanent and full time, 5 days a week including week-ends (2 days off in the week of your choice other than week-ends). You hence need to have the legal capacity in your location to work Saturdays and Sundays
- 3+ years combined of:
- Linux system administration
- Web development using PHP, Python, Ruby or Go. (However, this is not primarily a programming job)
- Experience using git
- Managing DNS
- Functional knowledge of TLS and encryption
- Demonstrating exceptional communication skills to provide clear and empathetic customer support
- Knowledge of nginx, Galera, GlusterFS, and Puppet
- Experience with Magento, Symfony, TYPO3 and/or Drupal
- Understanding of CDNs or Varnish and web caching strategies
- Familiarity with IaaS solutions, such as AWS, Microsoft Azure and Google Compute Engine
- Conversant in containerization technologies and techniques
Sound Like a Good Fit? We’re not expecting you to be an expert at all of the above, but if your skillset includes some of it and you’re interested in diving into the rest, we’d love to talk to you!
This is a remote job. Work from anywhere!
We are a worldwide distributed team and are looking for a candidate who can perform well working remotely. To be an effective performer as a CSE here at Platform.sh, you’ll need to be able to effectively collaborate across time zones while operating with a high level of independence and autonomy.
GitBook is a modern documentation platform sustained by some of the best SaaS europeans VCs (Point 9 Capital, Notion Capital, Fly VC), used by over 500,000 users and thousands of teams such as Adobe, Netflix, Decathlon, or Google.
Our ambition is to empower team's intelligence. We want to help teams work more efficiently by creating a single place to leverage their knowledge.
We are evolving in a fast paced environment with a strong will to scale. As you may imagine reaching this level of ambition requires a lot of efforts on product development, that is why we are looking for a Senior Product Developer to scale our product and our team in order for us to go "one step beyond".
What will you be doing?
Our Product Developer Team's mission is to implement the product vision while developing an outstanding experience for our customers. You will have a direct impact on our users and its very perceptible.
On a daily basis, you will be working on:
Development: You will be taking ownership on features development, working on the whole stack (even though each members of the Product Team has his/her own specialities), imagining new features to solve our customers problems, working on refactoring, bug fixes and flows that impact users.
Design: You will be able to imagine new features and share your ideas, usually by sketching things up and discussing about it with our designer.
Support: Every team member should be informed of the state of the product, and there is nothing better than having everybody on support. At GitBook, each Product Developer takes responsibility toward the end user to solve its problems on the application (in a reasonable way). Tools: ZenDesk, Sentry, Amplitude and Firebase logs.
What technical stack will you be working on?
To know more about our technical stack do not hesitate to have a look at our GitBook stackshare.io page
How are you going to work within our team?
We are working with short sprints (1 week) to create a great dynamic with our entire team. Sprints help us to tackle challenges and deliver on ambitious goals all together. We are also organising Product, Customers, Ops and Talent meetings every week in order to discuss about challenges on a high level and take a step back from our day-to-day.
You will be working closely with our entire Product Team and you will also have a lot of interactions with our Go-to-Market Team to discuss customers' feedbacks, product roadmap...
If you want to get to know more about our team do not hesitate to have a look at our about page.
What do you need to succeed?
You will bring to the table:
your technical expertise as you are able to implement changes to the product on your own, build scalable technical solutions and maintain them over time.
your engineering experience as you know how to help engineering teams build faster better solutions.
your product oriented mindset as you are able to identify and solve problems as well as use cases for our users. You stay informed on UI, UX and competitors which enables you to improve the product by bringing innovative solution, taking design initiatives and challenging usage.
You will be an addition to our culture as:
you always Ambition (Aim Higher) the next step of your work, whether it’s building a feature, improving a team process, etc.
you have a deep sense of Ownership (Take control & Own it) as when you observe a problem, you don’t wait for someone to fix it, but you take the responsibility of fixing it.
you have a sense of Accountability (Be accountable to results) as you are focused on outcomes (not on efforts).
you Care (Give a shit) and empathises with customers as you take the time to understand their frustrations, needs, and root-problems. Which also proxy to the team as you help them achieve and learn; to better serve our mission.
you are able to Train (Grow yourself) as, when facing an unknown challenge, you learn from it to create leverage for the team.
you are Genuine (Say it and accept it) as you are candid, respectful and transparent in your communication.
you are a Team player (Leverage the team) as you acknowledge that leveraging the team and different skills enables to create an outcome that's bigger than the sum of it's part.
you are an Architect (Plan & Build) as you value building long-term solutions beyond simple day-to-day execution. You start new projects breadth-first, solve the broad easy problems first and then dive into the details.
You will also appreciate:
lunch voucher thanks to Lunchr card (around 9e/day)
refund of your public transport subscriptions up to 50%
to have an impact by building a product that helps thousands of teams and users around the world
to move fast and learn in the challenging environment of a fast-growing startup
to work remotely whenever you want to
to enjoy our offices in the center of Lyon whenever you want to as well
to gather with the entire GitBook's team to share lunches and sweet breaks as we love food
to (sometimes) practice sports with GitBook's team
to work with "the coolest team on earth" !
to go on team off-sites three times a year
What's next ?
First, you need to send us your application to express your interest and we will review it (of course we'll get back at you whatever the decision)
As the next step, our Talent Manager will call you so the both of you will be able to ensure there is a correlation between GitBook's expectations, the role and your own expectations.
Then, you will be meeting with two members of our Product Team to share about role specifics such as required skills, knowledge, abilities as well as working environment, day-to-day life...
Afterwards, you will have the opportunity to discuss with one of GitBook's founders about our story, our vision and ambition, and ensure there is a fit with our culture and core values.
Finally, you will have the opportunity to meet with the entire team to determine if we would like to work together on a daily basis and share drink/lunches after work.
BEE (https://beefree.io) - MailUp Group’s Business Unit that develops and markets a popular drag-&-drop email builder - is looking for a Customer Support Engineer to join the team in North America.
As a Customer Support Engineer, reporting directly to the Support & Community Manager of the business unit, your role will be to help in the adoption and use of BEE Plugin, the embeddable version of our email editor. Over 500 software companies around the world have already decided to license and embed BEE instead of developing their own drag-n-drop editor because by doing so they save time, money, and all the complexity of creating & managing a new product.
Your core responsibilities will be:
Assist prospects in the discovery of BEE Plugin features, at a technical level.
Help new customers in the implementation of the editor within their SaaS application.
Support existing customers when their support requests are escalated to you.
Help the development team by performing technical troubleshooting on those escalated tickets.
You will carry them out by:
Becoming an expert user of BEE Plugin, the embeddable version of the BEE editor.
Becoming very familiar with the sample code that prospects use to build Proof Of Concepts with BEE Plugin, and contribute to the code base, whenever able to do so.
Becoming intimately familiar with - and a contributor to - BEE Plugin technical documentation, which helps prospects understand the potential of the product & build prototypes with it, and helps customers implement the software in their SaaS applications.
Identifying and troubleshooting issues that prospects and new customers are reporting while integrating BEE Plugin, resolving as many as you can on your own, and escalating them when needed to the engineering team as bugs, or to the product team as product feedback.
Interact with prospects and customers remotely through a variety of channels used by the company, which include: phone calls, video calls, Slack chats, support tickets (Zendesk), threads in the Community portion of our Web site, questions posted to the technical documentation site, and more.
Collaborating with the Sales, Support, Development & Product teams to deliver a user experience to our prospects and customers that’s as seamless as possible.
Providing the product and engineering team with continuous feedback, which includes opening detailed bug reports in the bug tracking system (JIRA).
What we offer
BEE stands for "Best Email Editor" and that's the original, ambitious goal chosen for this project. Made with lots of passion between the United States and Italy, BEE is becoming a standard for digital content creation, starting with emails (“beautiful emails, fast”, is one of our tag lines). The editor is used by hundreds of thousands of people every month at beefree.io and embedded in over 600 SaaS applications.
When you join our company, you can expect:
Full time work in a fast growing, exciting project with worldwide recognition as a market-leader in our industry.
A dynamic team, geographically dispersed (Italy, USA), working with a startup mindset.
Flexibility: trust is one of our values and we strongly believe in results and in the continuous feedback culture.
Yearly team retreat, often in Italy (in 2019 the BEE team retreat was here).
Many opportunities for professional development through your daily exposure to marketing-leading products, and also through access to online training resources (free, unlimited course subscription to Udemy) and offline events (attendance to conferences, etc.).
Competitive salary plus incentive-based compensation.
Health insurance benefits;
401K plan with employer matching;
Commuter benefits, and many other benefits.
The legal name of the BEE business unit is MailUp, Inc., a Delaware corporation that is a wholly-owned subsidiary of MailUp SPA (MailUp Group’s head legal entity). MailUp, Inc. is headquartered in Oakland, California.
What we are looking for
Computer science degree or equivalent experience.
3+ years of experience as a full-stack Web developer.
2+ years of experience in a customer-facing technical role: technical support, product support, training, etc.
Outstanding communication skills: you love interacting with both customers & team members, in writing or in person/video call.
Outstanding writing skills: you enjoy explaining things to people in writing, providing examples, how-to’s, and ensuring that the message gets across.
Troubleshooting skills: you enjoy finding the cause behind a specific problem, explaining it to others, and working with others to help find a solution.
Organizational skills: you like working independently and are able to organize your activities without supervision.
Experience with customer support software like Zendesk is a plus.
Experience with B2B SaaS is a major plus.
Location & Travel
North America (US or Canada). We have an office in Oakland, CA, but you can work remotely as well.
If you work remotely, we may ask you to join us in Oakland (or another location) for in-person sessions from time to time.
Some travel may be required to help at our booth when we sponsor a conference.
Some travel will be required for our yearly team retreat. Between travel and meeting time, the retreat typically requires about a week of your time. We will provide ample notice so that you can plan for it.
There’s a revolution currently taking place in the education and training field and you want to be a part of it. You feel strongly about access to education and you may have even taken a few MOOCs or online classes yourself. Come help us make education accessible to all. OpenClassrooms is a startup founded by Mathieu Nebra and Pierre Dubuc. We’ve been going through a hyper-growth phase since our last round of series B funding in the amount of $60M during the first half of 2018. Over 3M people per month train themselves on our platform. By 2025, we aim to place 1M students per year in the workforce.
At OpenClassrooms, the Student & Employer Success (SES) Team is here to guarantee ROI for our customers: students and employers alike. The SES Team ensures our students and employers get the best possible experience with us.
We’re expanding our proactive Employer Success Team to help us proactively manage our client relationships with our growing number of enterprise and B2B clients. We take Employer Success seriously at OpenClassrooms. Our Employer Success team is dedicated to going above and beyond for our B2B clients day in and day out. We are looking for an individual with exceptional customer service skills to deliver world-class service to all of our International clients and ensure they achieve their educational goals on our platform. You are a customer success guru, you love interacting with people and solving tricky problems. You’re independent and autonomous: you can make things happen without someone saying so. 'Continuous Improvement' is second nature to you as you obsess over details and persist to make things just 'perfect' for our students. If that’s you, then you might just be ready to join an agile and fast-moving structure, with the goal to make education accessible to all.
Reports to the Director, Employer Success
In this role, you will:
By 2025, we expect to place 1M students per year into the workforce. Customer Success is essential to our growth, it’s who we are. OpenClassrooms is a small, fast-growing, and globally distributed company, so you’ll likely get to work on many projects across the organization. That said, here are some things you’ll probably do:
Manage from end-to-end our client relationships, including employer onboarding, regular status updates on the program progress and any escalation process with customers.
- Manage the relationship with all client contacts at the Employer level, including the HR sponsors and stakeholders, and serve as a strategic advisor to our B2B clients to ensure the success of our program service delivery
- Build scalable processes and dedicated tools to provide a premium Employer Journey for all our International clients
- Build and maintain Internal Dashboards to provide KPI of our B2B Programs to OC organization.
- Make sure OC complies with all contractual requirements related to our programs (onboarding/notifications), and keep OC processes aligned with the ISO certification guidelines
- Work with OC Business Development Team to make sure our partnerships align with business and market needs
- Build and manage engagement programs that delight customers, secure customer satisfaction and loyalty, driving high renewal rates and low churn while influencing up-sell
- Contribute to creating a unique, modern, and relevant tone of voice to interact with OpenClassrooms’ customers
- Route specific queries to other departments when appropriate. You should be comfortable discussing product capabilities and being the employer’ voice internally
- Organize, analyze, and escalate employer feedback to help our Product Team improve our educational platform
- Experiment through iterations with a continuous improvement mindset in order to improve our internal processes and create efficiencies
- When it comes to process creation, we go by what we call 'the golden cycle': Discover (do it yourself manually), standardize (make sure the process is manually replicable), actually processize (document in writing on our internal Wiki, Notion. so), and automate (with SaaS tools and technical developments)
- Excellent oral and written communication skills
- A love and natural affinity for service and customer satisfaction. You’re naturally empathetic and able to communicate in ways that empower, not belittle.
- Creative problem-solving skills.
- Ability to work autonomously: you can work several hours with minimal supervision.
- Comfortable taking initiatives and making decisions on your own.
- Flexible and adaptable to work in an extremely fast-changing environment. Your job duties will change and evolve constantly.
- Strong time management and prioritization skills. You can multitask like no one else.
- Desire to work in a performance-focused, KPI-oriented team and in a transparent environment.
- A strong wish to give and receive feedback frequently in a nonaggressive fashion and regardless of seniority or rank.
- Advanced MS Excel skills (you OWN Pivot Tables, maybe even Excel Macros).
- Data analysis skills to review, understand and act on internal reports.
- High level of comfort with SaaS tools and platforms. You can ease your way through virtually any online tool within minutes.
- A true passion for education coupled with acute business acumen. You can align with both mission and revenue goals.
- Common sense!
- We work when our customers need us so you need to be able to work on a set schedule.
- Bonus Points if you geek out on: Automation (Excel, Zapier, etc.), CRM tools,
DESIRED EDUCATION & EXPERIENCE
- Bachelor’s or Master’s level of education
- 5 to 10 years of overall professional experience
- 3+ years of experience in a customer success role with KPI’s
- 2+ years of experience working at a SaaS provider
- 2+ years of experience working in Education provider or 2+ years of experience working with Human Resources departments, Learning & Development departments, or in the staffing industry (staffing agency, headhunting, etc.)
- This is a remote position (preferred east coast time zone) with travel to Paris every quarter or so and an onboarding period of 1 to 3 months onsite. Remote experience is a must
- Great empathy and ability to remain calm
- Native English
- Experience with ticketing tools (Zendesk, Freshdesk, HelpScout, etc.), and experience with our tech stack preferred (Slack, Zendesk, Zapier, G-Suite, AirCall, Asana, etc.)
The journey starts with a phone interview and a meeting with the Hiring Manager. Then we plan face to face meetings with:
- Director, Employer Success
- VP, Employer Success, and VP, Mentorship
- and a few other people from teams across the organization (Peers and HR).
- You will be asked to perform a short test.
- You will be asked to provide us with 3 professional references.
Feel free to get the gist of who we are: https://openclassrooms.com/courses/how-do-we-work-at-openclassrooms
WHAT WE OFFER to our US EMPLOYEES
- Very competitive salary and commission
- Three months onboarding in our Paris headquarters
- 100 % Health Insurance (dental and vision) + family covered at 75 %
- 401K Plan
- Generous parental and family Leave
- 20 days of paid time off + additional vacations and 5 sick days
- A work environment and a strong culture built on agility, respect and high quality
We’re looking for a leader who is adaptable, able to pivot processes overnight when required, propel new process adoption, able to coach and MOST OF ALL - addicted to hitting metric goals and smoothing out the chaos that comes with being in a client-facing team in the tech startup world! The ideal candidate has 5-10 years of experience helping large customer support teams scale.
Help us meet our company revenue growth goal of increasing 30% month-after-month.
Able to understand complex topics and break them down into digestible processes for the team. The ideal candidate needs to understand how to craft compliant processes. Adoption of these new processes is often the hardest part when changes occur. The ideal candidate knows how to support the team is adopting new releases (whether it is a new product feature, new CRM, or new healthcare staffing regulation to follow).
This leader will consistently look at metrics in terms of communication quality & responsive timeliness (texts, emails, outbound calls, inbound calls, wait times, voicemails) and overall health scores (deriving from client satisfaction scores)
Able to “put out fires” we call it. This leader knows how to find the right solution for support inquiries that are delicate situations and understands legal complexities that come with some of these type of requests. Along with this, the ideal candidate knows how to build the product or process to ensure these type of requests do not occur again.
5-10 or more years of experience managing a large Customer Success Department
Experience managing processes that scale/ creating efficiencies
Experience with basic troubleshooting. Comfortable submitting risk mitigating Jira tickets, working with Engineers during outages, reporting bugs, etc.
Business Degree or similar
Customer Success Manager Tech Startup Experience
Experience managing CRM’s
Strong mediation skills
Demonstrates utmost professionalism at all times
Comfortable working remote as we are 100% remote company
Leadership & Coaching Skillset
Analytical with metrics
High-degree of organizational skills and highly communicative
Experience building out training that works well for international BPO teams
Experience creating processes and training that works well even when you are not working. Our Customer Support team is staffed 24/7, even on weekends and holidays due the nature of the healthcare industry.
Healthcare Staffing Experience
Experience managing Zendesk Support and other ZD products
Medical, dental and vision health insurance
Competitive compensation package
Clipboard Health does not discriminate against age, race, color, religion, ancestry, national origin, sexual orientation, disability, medical condition, marital status, or registered domestic partner status in looking for potential hires. We believe in fair equal employment opportunities.
*This role is for someone in Eastern Canada who wants to join our new remote Support Team. You’ll start between 5am-6am Pacific Time to support the Eastern Time Zone (ET). Please only apply if you are located in Eastern Canada.**
Are you energized by helping others succeed? Love sharing and helping explain a great product? Excited to join a fast-paced, growing tech company? You know that the success of any company is tied to the customer experience—and that’s where you come in.
As a Customer Support Specialist, you’ll be helping and supporting customers to grow their business through education. Being the first point of contact on email and phone, you'll be answering questions, giving advice, solving problems using your technical know-how and helping our customers build successful online businesses. You’ll learn our platform inside and out, with opportunities to work cross-collaboratively with other teams and have dedicated time for you to learn, grow and explore professional development opportunities. At Thinkific you’ll be part of a collaborative, passionate and insanely helpful team that provides the best support in the industry!
In this role, you will:
Spend the day working through our support ticket queue in Zendesk and ensure customer problems are resolved as quickly as possible
Investigate technical issues reported by running diagnostic tests, researching technical nuances, and cross-referencing with JIRA updates, then conveying your findings and any available solutions to customers based on their specific needs
Identify, reproduce and document bugs for the Technical Tier II team
Help identify areas of improvement, or spot trends based on customer feedback to flag for the rest of the internal teams
Answer the support phone line for a full day once per week (but don’t hesitate to jump on additional calls with customers who need an extra helping hand)
Work closely with our product team, including the QA of new features so you can effectively communicate each feature use-case to customers
Jump on weekend support once a month, getting a day off in lieu of the preceding or the following week!
Support customers at different stages of the customer journey from jumping on calls with prospects to discuss their needs, to helping customers launch their courses, to coaching customers close to churning
Have an opportunity to take on side projects based on your areas of interest such as writing help articles to help grow our Knowledge Base, helping grow our Facebook group or hosting webinars to our customer base.
To be successful in this role, you must:
Have at least 2+ years in an online customer-facing role (ideally in SaaS)
Love helping people— you go above and beyond to show you’re fanatical about customer success!
Have stellar communication skills both verbal and written so you can explain technical problems succinctly, and then clearly articulate solutions to customers.
Be an independent problem solver. You do not give up when you don’t know the answer immediately and while you rarely run into a roadblock you can't creatively get around, you're humble enough to ask for help whenever you need it
Be technically savvy and constantly stay up to date by learning the ins and outs of our platform, and any partner apps, quickly
Have experience troubleshooting software-related issues across common browsers
Be a team player and believe teamwork makes the dream work!
Love talking on the phone—it’s your bread and butter!
Have a great attitude and a willingness to overcome any challenge that comes your way
Perform well under pressure and understand the importance of work-life balance
Have a strong work ethic and don’t believe in the traditional 9 to 5. You are resilient and flexible as customer needs evolve and ticket volume changes
You might be the person we’re looking for if you:
Know the importance of listening, building trust and confidence with customers
Have a flair for translating product features into tangible benefits for customers
Are passionate about online education, digital marketing, and small business (or all of the above!)
Are great at handling difficult customers from the disgruntled to those who aren’t technically savvy
Have experience supporting customers via email, phone, live chat, and video calls
Are goal-oriented and driven by performance metrics
Have experience using customer service software like Zendesk (or a similar tool)
Bonus points if you:
Have experience with sales or account management
Understand the basics of HTML/CSS (but any coding skills are valuable)
Read API documentation
Have experience with domain hosting and setting up custom domains
Have experience using Asana, Slack, Google Drive and/or TextExpander
We’re about the results of online learning and the people along the way! Thinkific is a software platform that enables entrepreneurs to create, market, sell, and deliver their own online courses.
Our mission is no less than to revolutionize the way people learn and earn online by giving them the tools they need to turn their expertise into a sustainable business that impacts both them and their audience. We believe in meaningful, innovative work: we're building and expanding an incredible product that empowers course creators around the globe while working collaboratively to learn and succeed together. Together, we’ve served over 40,000 course creators and more than 10 million students, and these numbers are growing each day!
Why we think you’ll like working with us:
Be part of a team of incredibly talented, passionate, and driven people focused on building and innovating on a best-in-class learning platform
Make an impact with your work—each person has an equal opportunity to contribute to our goals and every day, we get to see how Thinkific is empowering both course creators and their students
Join one of the fastest-growing companies in Vancouver and find opportunities to grow in your own career—offering advancement opportunities for our team members is important to us!
We are lucky to have team members working remotely with us for over a year, so you’ll walk into an established system where you’re supported to be productive and successful
We make sure you always feel included and have opportunities to build meaningful relationships with your team, whether that’s trips to Vancouver to solidify those connections, meet and greet with new team members by video, taking a remote-first approach to meetings or ensuring you have lunch provided for our team-wide events!
Contribute to Thinkific’s award-winning culture—we’re one of Canada’s Most Admired Corporate Cultures and a certified Great Place to Work!
We offer competitive salaries, a comprehensive benefits package including health, dental, and vision coverage, and an Employee and Family Assistance Program to support the wellbeing of you and your family
Get additional health and wellness support through a lifestyle or health spending account to put your dollars where you need it most
Enjoy our open vacation policy and flexible work environment, because we know the importance of having a great work-life balance
Learn and Grow is one of our values and we take it seriously, providing opportunities through lunch and learns, training, workshops, mentorship, and our $1500 education allowance
Grow your career AND your family at Thinkific—you’ll be taken care of with our parental leave top-ups as you add to your family
Work with the hardware you’re most comfortable with, and upgrade or replace your system when you need to with our technology bonus
Help you get the equipment you need to set-up a home office where you can do your best work
Be confident bringing your whole self to work—we’re proud to be an inclusive company with a diverse team and values grounded in ethics and equality
Thinkific welcomes all applicants regardless of race, gender, orientation, sexual identity, economic class, ability, disability, age, religious beliefs or disbeliefs, or status. We believe that different perspectives and backgrounds are what make a company flourish and we welcome you!
This is an incredible role for the right candidate. We can’t wait to meet you!
Our Snowplow Insights offering has grown significantly over the last year, and we now orchestrate and monitor the Snowplow event pipeline for nearly 200 customers, many of them processing billions of events per month. The support that we provide to our customers is a core part of the Snowplow Insights offering, and we strive to provide the best technical support of any analytics vendor.
We have implemented a full “follow the sun” support model at Snowplow, with our six Support Engineers working in six well-distributed time zones (East & West Coast US, Canada, Spain, Portugal, Russia). We are now looking to hire an additional Support Engineer in the UTC +7 to UTC +12 time zone range.
This is a Support Engineering role - not a Support Agent role. We are looking for candidates who can learn, troubleshoot and explain the many complex technical systems that make up the Snowplow offering. We expect you to have an analytical mind, a high level of customer empathy and an enthusiasm for improving processes and systems. Depending on where your passions lie, there is a path from Support Engineering at Snowplow into Customer Success, Implementation Services, Tech Ops or Engineering.
Responsibilities for our Support Engineer will include
- Handling customer tickets in Zendesk, resolving if possible or escalating further to our Customer Success, Implementation Services, Tech Ops, Engineering or Product teams.
- Handling Snowplow pipeline incidents in OpsGenie, communicating the failure to our customers and either resolving if possible, or working with the customer and/or Snowplow teams to resolve.
- Providing help to the open-source Snowplow community in our Discourse forums.
- Working with customers on regular support tasks including: upgrading their Snowplow pipelines; sharing security best practices; enabling new Snowplow features for their account.
- Creating playbooks, documentation and software to reduce your support workload even as we add more customers.
- Collaborating with Snowplow teams on bug fixes and new features for both our open source projects and our proprietary orchestration and monitoring technology.
- Constant awareness of open and ongoing issues and actively checking and updating open tickets.
Excellent customer support is at the core of Snowplow’s commercial offering. You will join the support rotation, and take on an agreed number of evening and weekend support hours (compensated both in money and time). While the ongoing Snowplow Insights support commitment is the first priority, our Support Engineers will regularly take full days to work on projects that are strategic for the Support team or wider company.
The environment you’ll be working in
Our company values are Transparency, Honesty, Ownership, Inclusivity, Empowerment, Customer-centricity, Growth and Technical Excellence. These aren’t just words we plucked out of thin air, we came up with them together as a company and are continually looking to find new ways to weave these into our day to day operations. From flexible hours and working locations to the way we give feedback, we’re passionate about building a company that supports both company and individual development.
We’d love to get to know you if:
Data or programming is your thing! This role would be a great fit for somebody who has completed an analytically rigorous degree or programming bootcamp, or has experience in programming, QA or other automation.
You enjoy helping people. You communicate with clarity and empathy.
New programming language? You’re on it! You have a broad technical curiosity and proven technical understanding.
Broader business challenges interest you. Snowplow customers are highly technology- and data-literate, and expect Snowplow Insights support to be responsive, well-informed and always mindful of their business goals.
I have an idea! You have a passion for problem solving.
Can we automate? Yes, we can. You will be constantly working with customers and internal Snowplow teams to solve Snowplow Insights problems in as effective, time-efficient and repeatable way as possible - you must love troubleshooting.
Process makes perfect. You have a mature attitude to security, documentation and process.
Reliability is key. Snowplow Insights customers trust us with their event pipelines and AWS and GCP accounts - this is a huge responsibility and informs everything we do.
What you’ll get in return
A competitive package, including share options
25 days of holiday a year (plus bank holidays)
MacBook or Dell XPS 13/15
Freedom to work wherever suits you best
Two fantastic company Away Weeks in a different European city each year (the last one was in Bratislava in November!)
Work alongside a supportive and talented team with the opportunity to work on cutting edge technology and challenging problems
Grow and develop in a fast-moving, collaborative organisation
Convenient location in central London (Shoreditch)
Continuous supply of Pact coffee and healthy snacks in the office when you’re here!
The Customer Engagement Manager role is the first of its kind at Later. You will be joining an experienced team that to date has been serving all customer types, but you bring strong leadership skills and expert knowledge in serving high value customers that require more hands-on guidance. Your goal is to proactively engage with our high value customers to understand their goals with using Later, onboard them with a strategic hands-on approach, ensure they are getting continued value from the product to optimize expansion and upselling opportunities.
Later’s customer base has been growing rapidly, and to optimize customer retention we need someone who can ensure this segment of our customers reach their long term goals. You will work within the Customer Success team, alongside our Education and Onboarding teams to develop high touch strategies across the entire customer journey.
Onboard Later’s high value customers with a combination of 1-to-1 and 1-to-many touchpoints
Identify opportunities and implement strategies for retention, renewals, and expansion
Provide proactive touchpoints with Later’s VIP companies such as Nike, NBC, Spotify, Patagonia, and more
Be the first point of contact for inbound inquiries and responses to 1-many onboarding campaigns
Conduct webinars and run product demos guiding customers on how to use Later to accomplish their goals and desired outcomes, as well as drive usage of key features that contribute to activation and retention
Develop training materials such as slides, scripts, and recorded demos to help customers achieve their outcomes at different stages of their journey
Proactive outreach to customers that may need help
Collect product and cancellation feedback
Work cross functionally with Product and Marketing teams to represent the voice of Later’s high value customers
Collaborate with Customer Education and Customer Onboarding within the Success team to ensure strategic alignment
Approach all strategy and tactics with a data driven approach - creating hypotheses and assumptions, validated with data insights
Skills and Qualifications
3+ years in a Customer Success/Account Management role preferably in a B2B SaaS environment
Experience planning low touch and high touch customer onboarding strategies
Strong sense of analytics and how to measure results, obsessed with making optimizations to take your work to the next level
Ability to quickly uncover root causes and desired outcomes, and translate insights into actionable steps
Strong command of the English language, both written and verbal
You are a creative thinker who is comfortable working both independently and in a team environment. You embrace feedback, and have a constant desire to learn and improve.
Knowledge of the Social Media Market (bonus for experience working with/in Social Media Agencies)
Bonus: you’ve used Marketing Automation and Customer Success tools such as Intercom, Zendesk, Amplitude, Asana, etc.