Customer Success Engineer - German Speaking

The Customer Success Engineer (CSE) serves as a designated technical contact and a trusted advisor to Algolia’s customers. The CSE is the key member of the team, for all technical topics including customer onboarding, training and ensuring the resolution of complex issues with the full context and understanding of the customers specific product and technology environment. The CSE will orchestrate reactive and proactive support across Algolia Product Engineering teams as related to a customer’s operation and optimization of Algolia’s products. By maintaining a long-term relationship with their customers, a CSE gains an understanding of the customer’s overall technical environment, usage trends, and pain points - which is used by the CSE to effectively support customers.

• Serve as the primary point of contact, develop and lead the technical relationships for a named set of accounts.
• Work closely with your account’s Customer Success Manager to ensure the customer’s long term health through a world-class support experience.
• Manage a diverse and complex scope of support issues across multiple client engagements.
• Work across the organization and escalate as necessary for confirmation of solutions or other options.
• 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.

• Fluent English and German language skills
• 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
• Travel to customers' locations may be required

• Familiarity with iOS & Android platforms.
• Experience supporting open-source projects & their GitHub communities.
• Experience with Shopify, Magento, and Salesforce.com a plus

• 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