Sr. Customer Success Engineer

Customer Success Engineers at Zest serve as the trusted technical advisors for our customers. They improve value, understand technical limitations of customers’ existing systems, and provide guidance to improve customer outcomes while increasing Zestian efficiency. 

As the complexity grows for both us and our customers, we are looking to our Customer Success Engineers to strategize and lead customers to solutions. After interfacing with system administrators, analytics professionals, and underwriting leaders of our customers and partners, a Customer Success Engineer must be ready to interact and have technical discussions with data scientists and engineers to deliver the power of Zest’s models back to lending organizations. A Customer Success Engineer has a key role internally as well. You will be dynamic and highly cross-functional and drive the customer journey as Zest grows. 

Responsibilities

• Manage the customer lifecycle for technical key areas such as system integration, API development, Zest ML model deployment, and real-time support for multiple accounts across the spectrum of customers
• Learn and become a Zest API expert! Customers will look to you for advice and expertise as well as internal stakeholders
• Strategize and identify new use cases to delight clients with simpler solutions to provide solutions that are scalable across customers
• Engage with the product, software engineering team, and data scientists to guide customer requests and define our roadmap
• Liaise closely with the technical support team to ensure that customer requests and escalations are resolved
• Be a true advocate for customer success
• Be a team player and coach other team members

Competencies 

• Minimum 5 years’ experience working in customer-facing technical roles (in Technical Customer Success, Sales Engineering, Technical Consulting, or related discipline)
• Experience at a SaaS company or with cloud architectures
• Outstanding communication and customer relationship skills
• Languages: Python, Docker, SQL, Basic Linux Scripting, basic networking
• RESTful APIs development and testing including knowledge of best practice API authorization protocols
• Experience with Software stacks utilizing Git, PyPi / Artifactory, Postman, Jenkins
• Understanding of Docker based deployment methodologies to host services
• Experience with AWS solutions.
• Excellent organization skills and ability to multitask in a fast-paced startup environment
• Demonstrated experience working with end-to-end data pipelines across internal and external systems
• Experience with testing and debugging real-time production issues and driving requirements and application features toward enhanced site reliability
• Experience working with databases and data warehousing
• Experience working with financial & consumer data including personally identifiable information
• Bachelor’s degree in computer science or related field.
• Top 1% attention to detail !

Nice to have

• Fluency with at least one cloud service - AWS, Azure, or GCP including Kubernetes knowledge.
• Fluency with distributed streaming platforms and data lake platforms (AWS RedShift, Snowflake)
• Background in machine learning or working with ML tools and services.
• Experience with python package dependency management using conda, pipenv, or alternative

Location

Fully remote, with the occasional travel to our headquarters in Burbank, CA, or to client location as needed.