Customer Success Engineer at Gravyty

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Gravyty is looking for a Customer Success Engineer to provide tier 2 support to our customers. Successful candidates must be customer-focused and technically skilled. 

 

The Customer Success Engineer is the key support position for the company, responsible for quickly and efficiently managing the technical needs of our most valuable asset, our customers. You will collaborate closely with customer success, support specialists, and developers to rapidly resolve product issues and quickly address customer requests, always ensuring our customers have an excellent experience.

 

The Customer Success Engineer assists the customer success team in resolving open issues and they help customers achieve a high level of satisfaction with Gravyty and our Customer Success team. The position combines overseeing rapid response to customer inquiries, handling enhancement requests, and analyzing common issues. 

 

Responsibilities

  • Drive customer success and satisfaction by providing solutions to complex technical problems.
  • Work to ensure system stability, identify product issues, implement workarounds, and support production upgrades.
  • Engage actively with test and sandbox environments to support challenging and complex customer requests.
  • Regularly document troubleshooting and problem resolution steps so colleagues, and the wider community, can learn from them.
  • Test issue resolutions provided by Engineering and share issue fix confirmation to the Customer Success team.
  • Work on customer support related projects as assigned.
  • The position supports on-call customer service throughout the calendar year.

Qualifications

  • BS in Computer Science, Engineering or a related technical field, or relevant technical experience
  • Working experience of incident management, support tickets
  • Develop the documentation/SOPs to solve the recurring issues
  • Debugging and troubleshooting skills with an enthusiastic attitude to support and resolve customer problems
  • Basic programming skills (Python required, others a plus)
  • Basic SQL experience
  • Basic understanding of operating systems and networking concepts
  • Excellent communication and organizational skills
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • Twitter BootstrapLibraries
    • DjangoFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • PhotoshopDesign
    • JIRAManagement
    • HubSpotCRM

Location

We reside in the penthouse of a historic (1867) mill. Our brick and beam space is open concept and includes a private roof deck with views of Boston.

An Insider's view of Gravyty

What are some social events your company does?

The Adventurous Eaters Club: Each month we pick a restaurant with a different ethnicity to try. A completely informal get together of available team members who enjoy trying new foods and being social.

Barbara

Director of Human Resources

What unique initiatives do you have that encourage innovation?

A "Challenges" board in the center of our HQ. Anyone can post a challenge (signed or not), anyone can sign up to help solve that challenge. Challenges such as "Pick out the art for the new space" "Work on the next generation of ROI reports" creates cross department collaboration that ingrains a sense of urgency, ownership, and cooperation.

Rich

Co-Founder and CTO

What are Gravyty Perks + Benefits

Culture
Partners with Nonprofits
Friends Outside of Work
Daily Stand-up
Open Office Floor Plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Stocked Kitchen
Parking
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