Customer Success Engineer

The Opportunity

At People Data Labs, we value strong, long-lasting customer relationships, and want to provide the best possible experience to our customers on an ongoing basis. We recognize that in order for us to be successful as a company, our customers have to be the focus of everything that we do.
 
This role will extend and enhance our existing customer success engineering organization by focusing both on the reactive as well as the proactive side of technical excellence for our customers. This role will partner closely with other members of the Customer Success and Technical Services organization to provide outstanding technical support, enablement, and thought leadership to our customers.
 
In tradition with PDL’s “developer-first” culture, we are looking for someone who feels at ease and at home in a culture of eliminating barriers for our customers while also viewing themselves as an extension of each customer’s team of individuals.
 
This is an outstanding opportunity for a seasoned and well-established engineer who enjoys working with peers to build a legacy of technical excellence.

Roles & Requirements

• Technical ownership over a defined book of business with operational freedom and support to drive customer success and outcomes
• Co-own and collaborate with Customer Success Managers and Data Consultants on each customer’s overall lifecycle, including onboarding, cadence, expansion, and renewal
• Work in close collaboration and partnership with Customer Success Managers and Data Consultants to deliver the best customer experience possible
• Work in close collaboration with other Customer Success Engineers, sharing resources, knowledge and building a better team day by day
• Be a technical services expert for the PDL data universe, owning data and tech questions on customer video calls and inbound technical customer support cases
• Help with the establishment of a customer-facing case management methodology and provide continuous operational input into improvement thereof
• Collaborate with the team to improve backend CS processes on an ongoing basis
• Communicate with CS team members and Product team regarding product requests and bug fixes in the Product backlog.
• Become an expert in the key metrics that track customer adoption and success with PDL’s offerings, work in close collaboration and partnership with other parts of the business to continuously improve and refine these metrics.
• Build “trusted advisor” relationships with each of your customers through technical excellence and a high degree of customer empathy. You’ve been a developer or can otherwise deeply identify with the needs of a developer
• Be an innovator in projects, processes, and ideas that help shape our young, fast-growing company.
• Occasional off-hours / escalation work may be required

About You

• The ideal candidate has been in a SaaS / DaaS Customer Success Engineer role for at least 3-5 years. The Products that you’ve supported in those roles are ideally very technical and you’ve worked for startup-type companies in the past
• You are a natural at advocating for your customers and derive satisfaction from delivering the best customer experience possible
• You are curious, team-first oriented, a self-starter, organized, and recognize that details matter. Furthermore, you are incredible at following up, are highly accountable, and bring your whole self to the job (we like to have fun, and most of us are quirky, that’s a good thing!)
• You are naturally curious and learn by both reading and doing, what you don’t know you will research and learn on your own with minimal guidance and supervision
• You are a great communicator (both written and verbal) and you know how to tailor your message based on your audience. You can effortlessly explain complex technical topics to non-technical executives when needed, while also being able to speak in great technical detail to engineers
• You have a proven history of engineering success working at a world-class DaaS, SaaS or software company, helping customers gain value
• You are authentic and view life through a “bring your whole self to whatever you do” lens, your passions outside of work enrich your personality
• You enjoy visiting customers and can travel up to 10% of your time
• You have deep technical experience with:
  • Linux
  • Writing Kibana KQL & ElasticSearch queries
  • Writing complex SQL queries
  • Calling APIs programmatically
  • “Big Data” (Redshift, S3, etc.)
  • Cloud experience in AWS
  • Logfile exploration tooling (i.e. Kibana, Periscope, Graylog, etc.)
  • Python, JavaScript, or other modern scripting languages

Nice To Have

• Containerization (i.e. Kubernetes, etc.)
• Cloud experience GCP/Azure

Benefits

Great People make great teams. It is as simple and elegant as that. We believe in building highly functional, energetic, and engaging teams to serve our customers. People, Customers, Shareholders, in that order, sets us up for success and delivering on our promises.

• Stock
• Competitive Salaries
• Unlimited paid time off
• Medical, dental, & vision insurance
• Health, fitness, and office stipends
• The permanent ability to work wherever and however you want