Customer Success Engineer

| Remote
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Devo is the only cloud-native logging and security analytics platform that releases the full potential of your data to empower bold, confident action. With unrivaled scale to collect all of your data without compromise, speed to give you immediate access and answers, and clarity to focus on the signals that matter most, Devo is your ally in protecting your organization today and tomorrow. Headquartered in Cambridge, Mass., Devo is backed by Insight Partners, Georgian, TCV, General Atlantic, Bessemer Venture Partners, Kibo Ventures and Eurazeo. Learn more at www.devo.com

Devo is proud to be recognized as a Great Place to Work®. 

As a Customer Success Engineer you will provide remote support to customers through different channels like web, email, chat, phone and other as needed. Able to research, diagnosis, troubleshoot and resolve issues while properly managing customer expectations. This position will be part of a rotation to provide 24/7/365 customer support to Devo customers. 

Support

  • Develop a deep understanding of the Devo product to perform remote customer support, and troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments.
  • Reproduce customer issues and if necessary file bug reports, escalate cases to Engineering, or ops, and provide necessary documentation.

Success

  • Orchestrate overall relationship with assigned clients, which will include: Growing adoption, ensuring retention, and happiness.
  • Work with clients to build Customer Success Plans, establishing critical goals, to aid the customer in achieving their objectives.
  • Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, and program status.
  • Cement yourself as a trusted advisor with customers and drive continued value of our products and services.
  • Work closely with the Devo Account Team to find opportunities for new usage of Devo across organizational functions.
  • Advocate customer needs departmentally and program manage customer concerns.
  • Provide insight with respect to the availability and applicability of new products and features.
  • Support Professional Services with scoping, and selling follow-on and new service opportunities.
  • Support Education Services in identifying and recommending staff training opportunities.
  • Identify in cooperation with the Account team the key success criteria for Devo deployment and drive customer happiness.
  • Work with your leaders and key internal stakeholders to develop and enhance business processes and systems, through the use of service plans and processes.
Travel:
Up to 15% travel.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • NodeLanguages
    • MySQLDatabases
    • RedisDatabases
    • OrientDBDatabases
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • Monday.comManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

255 Main St Suite #702, Cambridge, MA 02142

An Insider's view of Devo

How do you collaborate with other teams in the company?

Collaboration across teams is the key for success. In Devo PS we keep open lines of communication with Engineering to improve the product with feedback from our customers, with customer success to share knowledge, and with the sales team to understand our customer needs and use-cases.

Nacho

Professional Services Engineer

What makes someone successful on your team?

Working at Devo I’ve realized how important team dynamics can be. There’s amazing talent on the team and much of that skill and knowledge is often shared amongst the team which reflects into our customer support. A successful member of our team is goal orientated, shares information and comprehends great customer support.

Micah

Technical Support Engineer

How do you empower your team to be more creative?

I try to challenge myself and my team to think in terms of outcomes. That frees us up to be more creative in terms of how we go about developing content, campaigns and experiences. When it comes down to it, marketing is all about getting someone to take a certain action -- there are a million ways to get there. That's the fun of it!

Megan

Senior Director, Corporate Marketing

What are Devo Perks + Benefits

Devo Benefits Overview

Devo supports employees’ health and wellness with a variety of medical benefits and a generous time-off program to ensure their wellbeing and that of their family. We encourages employees to expand their knowledge and skills through a wide variety of learning opportunities offered through Juno Journey, certification programs, and access to ongoing learning resources. Devo offers market-competitive salaries and rewards for high performance. Every employee’s compensation is reviewed at least annually, to ensure fair and equitable compensation for all Devos.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

At Devo, diversity, equity, inclusion and belonging mean more than just treating employees well. It’s a commitment to hiring people who bring different insights because of their unique perspectives, ways of thinking, and prior experiences.

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