Customer Success Engineer

📋 Description

• Conduct in-depth technical investigations and resolve intricate issues reported by customers or proactively identified by the Ops/L1 team.

• Assume complete ownership of customer cases, encompassing initial troubleshooting, root cause identification, and case resolution.

• Offer troubleshooting assistance to Nexla clients through various channels such as email, support tickets, Slack, and virtual meetings.

• Be available to assist customers around the clock and demonstrate a willingness to work in shifts within a 24/7 work environment.

• Examine incidents using the Nexla environment, connectors, logs, and other troubleshooting tools.

• Facilitate root cause analysis in close collaboration with multiple Engineering teams.

• Record any known or newly discovered solutions in our knowledge base and disseminate this information across the team.

• Utilize sound judgment and effective communication skills to compose timely Global Alerts and correspondence regarding issue visibility to other field teams such as Sales and Customer Success.

• Provide support during product releases.

⛳️ Requirements

• Willingness to participate in rotational shifts, including nights and weekends.

• A minimum of 3-5 years of relevant experience in technical support or related fields.

• Strong commitment to customer satisfaction and advocacy.

• Exceptional written and verbal communication skills in English.

• Highly developed, process-oriented skills for troubleshooting, problem-solving, and resolving issues.

• Excellent teamwork abilities with a focus on cultivating a positive, ego-free workplace culture.

• Capability to thrive in a fast-paced, highly collaborative, and global environment.

• Outstanding analytical skills with meticulous attention to detail.

• Proficient in Python programming.

• Intermediate to advanced experience with databases (SQL, Oracle, Postgres, MySQL, MS SQL Server).

• Extensive experience and a solid understanding of REST APIs and various authentication mechanisms (OAuth2, SSO, token-based authentication).

• Ability to quickly write Python or Shell scripts to aid in debugging or establishing alerts.

• Good knowledge of data operations, particularly with file formats such as CSV, XML, JSON, and Parquet.

• Familiarity with Apache Airflow is considered an advantage.

• Experience with various operating systems, including Windows and UNIX/Linux.

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Flexible work hours.

• Paid time off.

• Remote work options.