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TITLE

 

Customer Success Engineer

COMPANY

 

SourceClear

LOCATION

 

San Francisco, CA, US

Description

We are looking for an experienced Customer Success Engineer who is highly motivated, self-directed and has a desire to work in the security and compliance industry at a fast growing startup. This individual must think strategically and act tactically across three distinct functions; Customer Support, post sales Customer Success, and training & documentation. You will help define our team's tools and processes to support customers, articulate technical concepts to drive adoption, and craft flawless implementations. This individual will be technologically-savvy, love to problem solve and be skilled at streamlining complex issues into actionable plans.

What You’ll Do:

Take end-to-end ownership of issues, including troubleshooting, identification of root cause, issue resolution and issue escalation where relevant
Support customers throughout implementation and ensure streamlined setup with the platform
Understand customer use case and advise on best practices with regard to Continuous Integration and modern Developer Tools
Proactively drive new and existing customers through an adopt, expand and renew customer lifecycle
Exceed expectations on response quality, timeliness of responses, and overall customer experience
Define, coordinate, and prioritize customer feedback and ideas into product requirements for future enhancements of services. Work closely with Product team to implement these enhancements
Create knowledge base materials dedicated towards operational efficiency while empowering and enabling the greater support community
Influence the direction of the SourceClear product through daily communication with our customers and consistent collaboration with our Product team
Work with the Customer Success Manager & Sales team on scheduling & managing a busy onboarding pipeline
Maintain high CSAT and NPS ratings with Customers

What We’re Looking For:

4+ years of prior experience in Technical Support/Services related role and/or technical account management
Passionate about the opportunity to define customer support and implementation from the ground up
Demonstrated analysis, problem solving and troubleshooting expertise
A passion for learning new and modern technologies
Ability to effectively prioritize and escalate customer issues as required
Excellent written communication skills with the ability to explain complex topics in easily understood, concise language
Eager to advocate for the customer through identifying and reporting bugs
Solid basic knowledge of programming
Familiarity with github and markdown
Familiarity with the security and compliance industry a plus
Excellent customer facing skills and interest in working with customers


At SourceClear, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products and our community to flourish. SourceClear is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sexual orientation, national orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

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