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Customer Success Engineer

Worldwide | Jan. 18, 2025

Report as Closed

Company: Bevy

Salary: $30,000 - $44,400

Type: Remote

Employment: Full-time

Description:

The Customer Support Engineer is a product expert. Responsibilities will center around creating and implementing tools//procedures that will make our Support team faster and more productive. This role will also be tasked with assisting the broader custome

On the engineering team you are at the heart of the action, contributing to products that are actively used by world-class communities to create connections and experiences for their people. We care about solving challenging problems to build products that make a real difference in the lives of our customers and their users. We also care about the craft of software engineering and how we can always become better at what we do, individually as well as collectively. This means continuous integration, lots of automated test coverage, thorough reviews, good thinking and lots of experiments to discover new ways of improvement.
  • Only CVs submitted in English will be considered
  • Previous experience as a Customer Support tier 2 or above
  • Technical aptitude with experience in SaaS and Enterprise support
  • Experience developing in-house tooling and solutions, preferably with Python or Typescript languages.
  • Experience with software troubleshooting, based on understanding the source flow, correlating logs and source code.
  • Experience with SOP creation and documentation
  • Experience with JIRA, Zendesk, and Confluence
  • Bachelor’s Degree Preferred
About Us
Bevy is a unified customer community platform that harnesses cutting-edge AI technology to empower amazing community leaders to transform connections and fill the world with belonging. We turn events, discussions, forums, and emails – into real, meaningful friendships that go beyond the digital world. Our mission is to end the loneliness epidemic.
Our community is called CMX, and it is the world’s largest network of community professionals. Through our community, we offer world-class training, events and research, and host CMX Summit, the largest event in the community industry.

Job functions

Essential Duties and Responsibilities:
  • Help improve the overall Support team’s effectiveness and efficiency through tools and processes, both created in-house or 3rd-party.
  • Triage and evaluate feature requests as well as defects reported by Support and Customer Success, through JIRA and Zendesk.
  • This position shields other technical departments from disruptions and stagnation.
  • Act as an internal escalation point of contact to resolve and create solutions for customer issues, technical or operational troubleshooting.
  • Serve as the enablement leader for representatives, by ensuring they are equipped to provide technical and operational support.
  • Analyze how Bevy’s audience is using support documentation to quantify opportunities for customer improvement.
  • Create, maintain and continuously improve processes and procedures for Customer Support.
  • Document all solutions and SOP creation.
  • Technologies used: JIRA, Zendesk, Confluence, Slack, Python/Django, Typescript, Rest APIs.

Conditions

  • Fully remote startup based out of California
  • Unlimited PTO
  • Maternity and paternity leave
  • Company is closed over winter break
  • Computer provided

Desirable skills

The Customer Support Engineer is a product expert. Responsibilities will center around creating and implementing tools//procedures that will make our Support team faster and more productive. This role will also be tasked with assisting the broader customer support team with resolution of technical questions, feature requests and bug reports. This role will also act as a liaison between the product/engineering team and our customers.

Apply here:

Web: Apply here

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