Customer Success Engineer - Negotiable

Our Client are an industry leading tech start-up based in Reading in the UK.

Their exceptional SaaS solution is used internationally for the archiving and preservation of valuable digital assets across a range of industries including life sciences, scientific research, heritage and higher education.

The Role

Our Client are looking for an experienced Customer Success Engineer to provide high quality assistance to their growing customer base. With a focus on Support and Customer Success you would ensure customer issues are handled and queries are answered. As a self-motivated engineer you would join a dynamic team, supporting an exciting and rapidly evolving product.

The company is based out of Reading, with a flexible approach to working with the option to work remotely if desired. They offer a competitive salary and a range of employee benefits including healthcare.

Key Tasks 

• Take ownership of customer queries and see issues through to resolution
• Diagnosing, troubleshooting, and identifying solutions to resolve customer issues
• Managing customer projects such as onboarding, data discovery, and data ingest
• Conducting product walk-through and assisting with customer training
• Helping customers fully use the our clients software service and tracking customer satisfaction
• Prepare updates for projects, on-going issues, and customer status to the Technical Operations Manager
• Document knowledge in the form of internal knowledge base and external customer support articles and FAQs
• Build a strong working relationship with team members
• Interact with Product Management and Development teams to fully understand new product enhancements
• Review and improve product training material prior to customer handover

Skills/Experience 

Essential 

• 2+ years’ experience in Customer Support within an enterprise software organization
• Experience of using RESTFul APIs
• Experience with using monitoring tools, Prometheus, Grafana, ELK stack
• Proven time management skills in a dynamic support environment
• Excellent technical and non-technical communication skills
• Able to multitask, prioritise, and manage time efficiently

Desirable  

• Experience with using of the Linux operating system
• Working knowledge of scripting such as BaSH or Python
• An understanding of authentication protocols such as Oauth and SAML
• Knowledge of NoSQL and or Relational databases technologies such as MongoDB or PostgreSQL
• Knowledge in public cloud technologies and services.

Benefits

• Competitive salary
• Free Vitality health and dental care
• Cycle to work scheme
• Electric car scheme
• Company pension
• Regular company socials