Customer Success Engineer (CSE)

About the Role

We are seeking a dynamic and technically proficient Customer Success Engineer (CSE) to join our team at Decodable. In this role, you will be the bridge between our customers and our product, ensuring that they achieve success with our platform and are delighted with the service they receive. You will act as an advocate for our customers, hosting regular success meetings, briefing them on new features, and helping them discover and implement new use cases for Decodable. Your technical expertise will be essential as you provide guidance and support on complex data engineering topics, from ETL processes to stream processing and beyond. You’ll play a crucial role in onboarding customers, smoothing their transition from proof-of-concept (POC) to production, and ensuring their long-term success with Decodable. Additionally, you’ll gather and share valuable customer feedback, contributing to the evolution of our product and services. If you have a passion for customer success, deep technical knowledge of our space, and the ability to quickly master new technologies, we’d love to hear from you!

Key Responsibilities

Customer Success

• Ensure customers are successful with the product and happy with the service they receive.
• Represent and advocate for customers internally.
• Host regular customer success meetings with customers.
• Brief customers on new features and functionality, and how it might help them.
• Help run customer surveys to understand their overall health and experience.
• Identify and help customers to onboard new potential use cases.
• Research and understand customer data-related goals and initiatives.
• Help customers identify use cases that are a good fit for Decodable.
• Provide access to resources to help customers adopt Decodable for new use cases.

Technical Support

• Provide technical support and guidance to customers on Decodable, ETL, stream processing, and related subjects.
• Act as the primary technical point of contact for customers.
• Answer questions, troubleshoot, and provide general technical guidance to customers.
• Manage escalations on complex technical issues.

Onboarding

• Help customers smoothly transition from POC to production.
• Help to refine and manage customers through the technical onboarding process.
• Provide architectural, performance, cost, and security guidance to customers.

Feedback

• Capture and share customer feedback on the product and their experience with Decodable.
• Capture customer feedback about our product and their experience working with us.
• Act as the customer in internal conversations, representing their best interests, thoughts, and perception.
• Help to shape the product roadmap and company policies based on customer experience.

Knowledge Management

• Develop and maintain internal and external documentation about our customers, the product, and Decodable.
• Help maintain technical knowledge about our customers and their use of Decodable.
• Help track customer product requests and bugs.
• Identify common questions and develop FAQs, documentation, and other assets to better serve customers.

Qualifications

• Excellent organization, communication, and problem solving skills
• High emotional intelligence and professionalism
• Expert knowledge of data engineering and data platforms
• Intermediate knowledge of SQL, Java, and Python
• Intermediate knowledge of Apache Flink, Apache Kafka, Debezium, and related technologies
• Intermediate knowledge of Kubernetes, AWS, Terraform, Helm, and networking
• The ability to quickly learn new technologies