Customer Engineer, IN

Job Description 

80% of enterprise data remains unstructured, underpinning critical business workflows and requiring manual processing today. To transform customer experiences, drive bottom-line efficiencies, and achieve full digital transformation, organizations need to automate manual processes reliant on unstructured data.

At Instabase, we're passionate about democratizing access to cutting-edge AI innovation to enable any organization to solve previously unsolvable unstructured data problems in their industry. With customers representing some of the largest financial institutions in the world, and investors like Greylock, Andreessen Horowitz, and Index Ventures, our market opportunity is undeniable.

At the center of our value proposition is our people, and we've built a fearlessly experimental, endlessly curious, customer-focused team who together, are fundamentally changing how developers build and distribute intelligent business applications. Remote-first, at 300 employees and growing, and with office hubs in Menlo Park, New York, London, and Bangalore, we're looking to add to our talent community so we can continue to harness the power of deep learning to transform our customer's most complex business processes.

Help us build for the next stage of growth and scale -- accelerate your career with Instabase!

Our Product Excellence Team focuses on making Instabase successful at customers' premises. We strive to ensure that our customers get the most accurate and effective ways of using the product to get the best experience of the Instabase platform. We respond to customer escalations as if they were our own, and help resolve them promptly.

As a Customer Engineer in Product Excellence, you’ll be part of a small and passionate team devoted to solving challenging product issues and queries from Instabase customers.

What You’ll Do

• Be the product expert - excel understanding and demonstrating the platform features and advocate for them to help improve our customer's experience building apps dramatically.
• Advise and instruct on the ecosystem of open source tools (python, spacy, pandas, sklearn, etc.) compatible with Instabase and how customers can use them to create advanced apps that range from web scraping to NLP-enabled contract analysis.
• Build complex integrations between Instabase and our customer's infrastructure (using Kubernetes, databases, file systems, etc).
• Work through infrastructure components in-depth with customers.
• Work with customers to build tooling and automation to aid in supporting our customers’ on-premise, private, and public cloud deployments.
• Build out process and tooling from the ground up (for example, getting logs out of customer issues in air-gapped environments).
• Support novel infrastructure setups like high availability or active-active.
• Experience with authentication systems such as SSO and LDAP is a plus.
• Work closely integrated with our core engineering groups to avoid issues before they impact our customers.
• Be the first point of contact for our enterprise customers, providing critical product and architecture advice on business processes impacting fundamental tenants of the American economy (like processing paycheck protection program loans!).
• Channel your curiosity into discovering the why. Apps on Instabase can take many different shapes and sizes — when do we see an issue, what other things does it coincide with, what workarounds exist, and what does a minimal viable reproduction look like?
• Define what support looks like at Instabase. As an early member of a rapidly expanding team, you’ll impact how we work, what tools we use, how we interact with other groups and be a mentor to others.
  

About You

• Strong desire and ability to work with customers.
• Outstanding communication and customer relationship skills.
• Reading and writing Python or other scripting languages.
• Experience in working with enterprise platforms/tools in the capacity of product support.
• Troubleshooting distributed components/services and log analysis.
• Excel in understanding the Platform/Product features - existing and new, and learn the most effective ways to use those features.
• Simulate product/application issues to debug/narrow down the escalations, and help product/engineering teams with necessary information.
• Create/improve internal systems/processes to aid customers’ product queries/issues.
• Good grasp of enterprise user management and access control policies.
• Prior experience with support processes and escalation management is a big plus.
  

Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.

Instabase is an equal-opportunity employer and values diversity in all forms. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, protected veteran status, disability, or any other unlawful factor. Instabase complies with local laws, including the San Francisco Fair Chance Ordinance. If you need accommodation due to a disability, you may contact us at [email protected].