Success Engineer (Remote)
Employment type: Full-time
Industry: Computer Software
Company profile: Intercom (#URL_cb674f93cbcd215a3a0a57a8615a565545949eead8adbbc73307c26d6a6af81b#) is a simple, personal messaging service for businesses and their customers. It provides a single, integrated platform for the whole company to use for support, marketing, product, sales communication and more.We’re on a mission to make web and mobile business personal. We believe that the future of customer communication requires not increasingly complex, impersonal point solutions, but rather a simple, seamless platform that applies innovations found in consumer services like Facebook and WhatsApp.Founded in late 2011, Intercom has raised over $30 million in venture capital and is backed by leading investors, The Social+Capital Partnership and Bessemer Venture Partners. Intercom has been adopted by thousands of businesses, including Heroku, Hootsuite, Rackspace, Yahoo! and Perfect Audience. Our customers love the product: #URL_18cc302f4e0f1dac521853b2a6ae109ebbe44c6130d31eb0413535ba71e2f42f#We like big thinkers with small egos who believe in our goal to build a uniquely impactful, long-lasting tech company. Our vision is to fundamentally change forever how Internet businesses and their customers communicate.
Description: About the jobThe Customer Success team are primarily responsible for onboarding our customers. We start work the moment a customer decides they want to use Intercom, and we stick with them every step of the way to ensure they get the most value from the product. Engineers on the success team are responsible for working with customers to solve technical problems, help with their integrations, and diagnose, report, and solve problems with our software. This position suits junior engineers who wish to gain experience with world class software teams and become full time product engineers. Ideally you would achieve a promotion to product engineer after a year. About the companyIntercom helps internet businesses communicate with their customers. Their mission is to make web business personal. They believe that the future of customer communication requires not increasingly complex, impersonal point solutions, but rather a simple, seamless platform that feels a lot more like Facebook than Salesforce. People love the product:#URL_18cc302f4e0f1dac521853b2a6ae109ebbe44c6130d31eb0413535ba71e2f42f#Founded by serial entrepreneurs Eoghan McCabe, Des Traynor, Ciaran Lee, and David Barrett, the company is just over 2 years old. It has raised $7.75MM to-date from Social+Capital Partnership—their LPs include Facebook, Reid Hoffman, Sean Parker, Peter Theil. Managing partner Mamoon Hamid was on the board of and early investor in Box and Yammer. The team is currently 36, comprising people from Apple, Google, Facebook, Amazon, Yammer, Paypal.Intercom is installed in thousands of web products and is connected with many millions of end-users. The company has been experiencing double-digit monthly revenue growth from the start.They've turned down four acquisition offers to-date—the founders intend to make this a uniquely impactful, long-lasting tech company. They intend to fundamentally change how internet businesses and their customers interact.
Requirements: To perform well on the Customer Success team, there are 3 requirements:1. Technical knowledge. This is a technically challenging position and is ideal for candidates looking to grow their skillset as an engineer. You'll be faced with debugging complex issues not only within our own codebase but also with lots of other technologies employed by our users. You'll be working with and learning a myriad of tech, including but not limited to: Ruby, Ruby on Rails, MongoDB, MySQL, Redis, Pusher, nginx, Sinatra, Sidekiq, and lots more. Good problem solving skills are necessary. If you do not have direct experience with the above but can demonstrate that you're a quick learner with an appeitite for personal development, do still contact us. 2. Great communicator. You will be talking with lots of our customers on a daily basis. The customer success team is responsible for ensuring that newly acquired customers have a great experience with the product. You need to be a very competent writer with the ability to explain complex topics in easy to understand and concise language. 3. Great cultural fit. Unlike other companies, everyone in Intercom talks directly with customers. We don't hide behind feedback forums, and anonymous support addresses. Because of this, it's incredibly important that every member of the success team represents Intercom well. That means you must be ambitious, eager to learn and improve yourself, excited about technology and the future of the internet, kind, without ego and with a sense of humour. 
Benefits: Competitive Salary Equity in a fast growing start-upThe opportunity to work with and learn from a phenomenal team of engineers (ex-Apple, Amazon, Google, Facebook)Catered lunch & dinner served every dayApple laptop  & Cinema Display
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