Customer Success Engineer
We are seeking a presentable, articulate, and technically skilled Customer Success Engineer to act as the primary technical bridge between our clients and our engineering teams.
In this role, you will do more than just fix bugs; you will own the technical relationship with the customer. You must possess the technical depth of a Developer/QA to troubleshoot code-level issues, combined with the polished communication skills required to manage client expectations and represent the company professionally.
Key Responsibilities
Client Success & Relationship Management
- The Face of the Tech Team: Serve as the primary technical contact for clients, maintaining a highly professional and presentable demeanor in all meetings and communications.
- Issue Ownership: Take full ownership of customer technical issues from initial report to final resolution, ensuring clients feel supported and valued throughout the process.
- Translation: Translate complex technical findings (from the Dev team) into clear, business-friendly language for the client.
Technical Resolution (Dev & QA Focus)
- Code-Level Troubleshooting: Leverage your background in Software Development to investigate root causes by analyzing application logs, code logic, and API failures.
- Defect Reproduction (QA): Apply Quality Assurance methodologies to rigorously reproduce reported bugs, document scenarios, and verify fixes before they are released to the client.
- Data Investigation: Execute complex SQL/NoSQL queries to diagnose data discrepancies and support inquiries.
Incident Management & Monitoring
- Crisis Management: Handle critical system incidents with composure, communicating updates to stakeholders clearly while the technical team resolves the issue.
- Proactive Monitoring: Utilize tools like New Relic or Grafana to monitor application health and identify potential friction points before they impact the customer's experience.
Collaboration & Feedback
- Internal Liaison: Collaborate closely with Product, QA, and Development teams to prioritize fixes based on customer impact.
- Voice of the Customer: Provide technical feedback to the engineering team to reduce recurring issues and improve the product's stability.
Requirements
Education & Experience
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 4–6 years of experience in a technical role. Must have prior hands-on experience in Software Development or Software Quality Assurance (QA/QC).
- Proven experience in a role requiring direct client interaction (B2B experience is a plus).
Technical Skills
- Development Knowledge: Ability to read and understand code (Java, NodeJS, Flutter, React, etc.) to trace errors.
- QA Proficiency: Strong understanding of the software testing life cycle, bug tracking, and deployment processes.
- Debugging: Experience with API testing (Postman/Rest), log analysis, and database troubleshooting.
- Tooling: Familiarity with monitoring tools (New Relic, Grafana...) and ticketing systems (Jira, ServiceNow).
Soft Skills & Attributes
- Executive Presence: Excellent personal presentation and verbal communication skills, suitable for interacting with client stakeholders.
- Empathy & Patience: Ability to de-escalate tense situations and handle frustrated customers with professionalism.
- Problem Solver: A "fixer" mentality—you don't just pass tickets; you want to solve the puzzle.
Industry Knowledge
- Familiarity with the FinTech industry is a strong plus.
- Knowledge of ITIL principles (Incident & Problem Management).
Benefits
- Hybrid work model
- Healthy working environment
- Medical Insurance
- Social Insurance