Customer Success Engineer
Location: IE, L, Dublin
Employment type: Full-time
Required experience: Entry level
Industry: Computer Software
Function: Engineering
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: The OpportunityThe Customer Success team are primarily responsible for onboarding, educating, and supporting our customers on a global level. They start work the moment a customer decides they want to use Intercom, and they stick with them every step of the way to ensure they get the most value from the product. Success Engineers are responsible for working directly with customers to help them integrate Intercom into their products, diagnose, report, and solve technical issues customers run into, and act as the bridge between our customers and our product design and development teams.As a Success Engineer you will:Face debugging complex issues not only within our own codebase but also with the many technologies employed by our customers. You'll be working with and learning a myriad of tech, including but not limited to: Ruby, Ruby on Rails, #URL_1d0f9eb2a7073ab63d5cfc0f9762fb40962b2b8ad1607a31c869aa4fd0382977#, MongoDB, MySQL, Redis, Pusher, nginx, Sinatra, Sidekiq, and lots more. You’ll also apply this technical knowledge building tools to help us do our jobs more effectively and efficiently.Solve technical problems for customers on a daily basis. Our customer success engineers need to be quick learners and come up to speed quickly with everything to do with our product. You’ll be expected to distill complex issues into underlying causes and work directly with our product teams to deploy solutions while consistently delivering world-class support.Influence the direction of Intercom, the product. You will be talking with lots of our customers on a daily basis. The team is responsible for ensuring that newly acquired customers have a great experience with the product. A crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible. You will be working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions. Hustle, defined as the fight to make positive, regular progress and encourage that fight in others, is key to the success of this team and Intercom as a whole.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.RequirementsCandidates should have:At least a junior level engineering or web development background and should be hungry to improve their technical skillsPrevious experience in a troubleshooting environment and be a great problem solverThe ability to rapidly switch gears while retaining focus on the bigger picturePassion for talking to customers all day, every dayExcellent communication skills. You need to be a very competent writer with the ability to explain complex topics in easy to understand and concise language [English]Strong JavaScript knowledgeUnlike other companies, everyone in Intercom talks directly with customers. Candidates must be ambitious (every day counts!), eager to learn and improve themselves, excited about technology and the future of the internet, kind, without ego, and with a sense of humor.Bonus skills and attributes:Bachelor of Computer ScienceStrong knowledge of Ruby programming languageFamiliarity with Ruby on Rails and/or #URL_1d0f9eb2a7073ab63d5cfc0f9762fb40962b2b8ad1607a31c869aa4fd0382977# frameworksFamiliarity with native mobile development (iOS and/or Android)BenefitsA competitive salaryEquity in a fast growing start-upRegular compensation reviews: great work is rewarded!Canteen stocked with snacks and drinks dailyBreakfast, lunch and dinner served daily.Public transport card paid forSecure bike storageFree healthcare coverFree gym membershipFlexible holidaysSomething else that’s important to you? Talk to us, we’re flexible :)
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