Position: Customer Success Engineer
Company: Invisible
Category: Support
Experience required: 3y
English level: fluent
Published: 2020-04-01T00:00:00+03:00

We are looking for a Customer Success Engineer for a growing and innovative product in the enterprise integration market. 
Invisible.io (former InvisibleCRM) — The Company with more than 11 years of enterprise-class experience in integration and melding of CRM, ERP, HRM platforms with Corporate Email systems. Trusted more than 500.000 users worldwide and has strong partnership with such giants as Oracle, SAP, Microsoft, Salesforce, and others. Our products and services drive results by delivering efficient integration strategies and products bringing Salesforce management tools into the email client like Outlook, Office 365 and Google Gmail.

Responsibilities:
• Respond to Customer Support Cases and Escalations in a timely manner and maintaining high customer satisfaction;
• Pro-actively monitor the customers’ activities and to resolve or escalate the customers’ issues;
• Drive the issues resolution and custom solutions implementation;
• Manage technical discovery sessions to gather Customer requirements;
• Conduct Data and Configuration audits to verify integration prior to launch, and assist in other testing/QA activities in support of getting your Customers live;
• Drive prove-of-concept projects;
• Recommend best-practice approaches to integration, implementation, and product configuration, and provide technical instruction to Customer teams during Onboarding;
• Partner with cross-functional teams. Work with Product Management, Support, and Engineering to translate Customer business needs and product feedback into new solutions. Assist Sales in setting up prospective customers for success in onboarding;
• Be a reliable direct point-of-contact for the company’s customers (mainly located in USA);
• Document the requirements and integration approach for the Customers;
• Document the use cases and support cases in the knowledge base.

Requirements:
• Excellent spoken and written English is a must;
• 3+ years relevant work experience in a customer-facing customer success engineering, professional services, or technical consulting role. SaaS experience preferred;
• Demonstrated cloud and desktop software troubleshooting skills;
• Demonstrated web applications troubleshooting skills;
• Demonstrated Windows desktop OS troubleshooting skills;
• Experience with application logs investigation and interpretation;
• Advanced Microsoft Outlook user;
• Understanding of SQL databases;
• Familiarity with Salesforce.com or other CRM platform;
• Familiarity with JIRA or other ticket tracking system;
• Experience with requirements gathering;
• Strong analytical skills;
• Customer oriented mindset;
• Product quality improvement oriented mindset;
• Basic XML knowledge;
• Ability to work on shifted schedules (USA work hours);
• Experience in technical documents writing (in English).

Nice to have:
• Knowledge of Microsoft Azure Application Insight;
• Salesforce.com custom development;
• Enterprise application development or integration;
• Web Development, including HTML and JavaScript;
• Experience with MAC OS applications troubleshooting;
• Responsible and self-motivated;
• Ability to learn new technologies;
• Ability to multitask and prioritize between competing activities;
• Ability to travel abroad for onsite customer workshops and events (1-2 weeks).

Invisible offers:
• Friendly, informal, and knowledge-sharing environment with smart people around you;
• Chance to join a team and a company globally recognized for its cutting edge products;
• Dynamic opportunity for professional growth;
• Worthy salary (depends on skills, would be finally discussed on the interview);
• 20-days paid vacation yearly;
• 20-days paid out of office work yearly;
• Premium medical insurance after successfully passed trial period;
• Corporate activities including common travels, ski, events, team building;
• Partly or fully paid trainings (according to importance);
• Snacks and drinks in the office;
• Ping-pong in the office;
• Performance bonus program;
• Constant stream of fun challenges to solve — with the resources to solve them.
Office location: nearby Olimpiyska metro station.