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Technical Customer Success Engineer

Company: FastSpring
Location: Santa Barbara
Posted on: October 12, 2019

Job Description:

The PositionThe ideal candidate for the Customer Success Engineer (CSE) role is someone who understands and supports the customer as their needs become increasingly technical, without having to interface with the Engineering team to fix each problem. CSEs get the customer's issue, understand how the other teams in your organization work, and can tie those pieces together to make for a more successful customer experience.We are looking for someone with passion and experience with technology who is able to connect the dots and have an interest in not just writing code, but also how customers are actually using our products.
As a CSE you fill the role of a technical person that helps customers, but also understands the engineering side. In this role you develop both your technical coding skills, and work with customers directly.
As a CSE at FastSpring, you'll work alongside a Customer Success Manager to understand product requirements, and drive all technical aspects around post-sales engagement with the end goal of ensuring our customers maximize the value of FastSpring's products. You will also play an advisory role to early customers, build long-term strategic relationships with high value customers, and ensure optimal customer experience and outcomes.CSEs are extremely hands-on and driven to deliver their best work. Because of this, you'll be the technical customer advocate internally, and have the opportunity to work closely with Product Management and Engineering teams and help to influence the product features based on feedback from customers.
If you're ready to do the best work of your career and help build an enduring company in the process, we would love to meet you!
Essential Duties and Responsibilities (other duties may be assigned as required):Come up to speed on FastSpring's products quickly; build an in-depth knowledge of FastSpring's products and integration capabilities.Take ownership of issues and drive them to resolution in a timely fashion; operate independently, juggling multiple tasks and projects simultaneously in a results-oriented environmentProvide responsive and exceptional support to high value customers as required to meet customer expectations and needsRespond to and diagnose problems via an online ticketing system and email following company processes. This will include problem recognition, research, resolution and follow-up stepsDrive resolution of technical escalations, including identification of root cause and issue resolutionHandle support requests from high value customers that have been escalated by the Customer Success Manager and that need a more hands on approach or more direct interaction with the client via various communication channelsLog Jira tasks and development items such as bugs and enhancements/feature requests and any additional projects or tasks that may require a developer to review. Educate clients on product features or additional services to meet their needsBe available to manage crisis or urgent situations and provide key feedback on technical issues impacting technology, transactions, store or platform behaviorMeet or exceed customer SLAs on response quality, timeliness of responses and overall customer experience.Contribute to researching viability of integration with third party services (for example: license fulfillment, activation server services, cart solutions, etc.)Collaborate with Customer Success Managers, Product Management, and Engineering to expedite resolutions and ensure customer successWrite code to create internal tools and scripts to help you do your job and customers use of the product more efficientlyUnderstand and manage implementation of all areas of FastSpring functionality and configurations; understand depth of the FastSpring solution setWork closely with internal stakeholders to ensure scheduled targets are met during product implementation, and escalated technical support issuesBe our customer advocate in influencing product roadmap and improvementsDemonstrate excellent organization, project management, time management, and verbal and written communication skills.Work with existing FastSpring customers on net new configuration and to overhaul existing configurationEngage customers through multiple venues, including ticketing system, email, phone, live chat, screen sharing sessions, and occasional on-site visitsLead regular status meetings with customers and Customer Success Managers.Provide updates, status and next steps through email or ticketing system.Understand and manage implementation of all areas of FastSpring functionality and configurations includingRecommend best practice use case of FastSpring based on understanding of customer's business, use cases, success criteria for getting value, and dataDevelop adoption/expansion plans for users and follow up with them to make sure that their projects remain on track; identify and find ways to remove any roadblocks that could derail these plans.Be a FastSpring expert, advocate and teacher. You know the product in-depth and can explain its capabilities, tips and tricks clearly and succinctly.Follow up, answer questions and solve issues across the customer journey to drive an extraordinary customer experienceRigorously manage, sort and share support tickets and insights to drive improvementsIdentify opportunities for unlocking more value with FastSpring, and ultimately drive adoption and retention from customers30-40% of the role is handling technical support tickets from high value customers60-70% of the role is customer facing and executing technical projects to completion
Skills, Experience and QualificationsPassion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.Self-motivated, proactive team player who can inspire client loyalty and adoptionRobust problem-solving skills, the ability to learn by doing, relentless personal accountability, and a positive and professional attitudeExcellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.Bachelor's degree in Computer Science, Management Information Systems, or related discipline.5+ years of recent, relevant work experience in SaaS customer support, technical customer success, professional services, product implementation, or related customer facing role. 3+ years knowledge of JavaScript, CSS, HTML, JSON, PHP, XML required3+ years experience developing software services using RESTful APIs a plus.Proven understanding of Java, .NET, C#, ruby or other programming technologies a plusAbility to troubleshoot complex eCommerce needs using APIs, webhooks, notifications and all things related to integration with FastSpring's feature setsAbility to read, analyze, and interpret support requestsGood technical writing skills and ability to communicate clearly and effectively with both clients and co-workers.Advanced computer skills and familiarity with both MAC and PC; Salesforce Service Cloud knowledge a plus but not required; commitment to learn fast is expectedAttentive to detailAbility to comfortably give technical demonstrations geared towards developersExperience working with the large accounts, supporting a highly technical productPicks up on technical things quickly; is good at learning new industry, company, product, or technical knowledge; continually looks to improve his/her knowledge of the product and serviceAbility to prioritize appropriately, multi-task effectively and work independently.Ability to think outside of the box and take a complex or detailed request and interpret, digest the information and be able to provide technical solutions creativelyExhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, drawing valid conclusions and presenting suggested workarounds and solutionsAbility to remain calm, professional and articulate during high stress situationsExperience in SaaS, eCommerce, and/or consumer-oriented online services preferable but not requiredExperience collaborating with cross functional teams within a customer organization to support a joint outcomePassion for a standardized/prescriptive processesEnthusiasm for customer success & excellenceEnjoys working hard; is action orientedIdeal previous experiences: creating web applications, support at SaaS companies, working with engineers, success/sales/marketing automation and technologiesWhile performing the duties of this job, the employee is regularly required to sit at a desk, use hands and fingers, talk and hear for extended periods of time Ability to work in the US permanently without sponsorship
About the CompanyFastSpring is the trusted ecommerce partner for companies that sell software around the world. With FastSpring's full-service ecommerce solution, you can sell more, compete big, and stay lean. Founded in 2005, FastSpring is a privately owned company headquartered in Santa Barbara with offices in Nebraska and Amsterdam. For more information, please visit .
FastSpring is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer. Candidates are considered for employment with FastSpring without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status (specifically status as a disabled veteran, special disabled veteran, Vietnam Era veteran, recently separated veteran, armed forces service medal veteran, or other protected veteran) or other classification protected by applicable federal, state or local law.

Keywords: FastSpring, Santa Barbara , Technical Customer Success Engineer, IT / Software / Systems , Santa Barbara, California

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