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Customer Success Engineer
| Company | Ketch |
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| Location | San Francisco, CA, USA |
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| Salary | $140000 – $190000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- Over 5 years of hands-on experience in software development within the technology industry, ideally in enterprise cloud-based software companies.
- Proficiency in developing dynamic and static websites using modern technologies such as HTML5, CSS3, JavaScript, and frameworks like React, Angular, or Vue.js.
- Strong expertise in RESTful and SOAP APIs, with the ability to troubleshoot integration issues and optimize data flow, security, and efficiency.
- Experience in creating cross-platform mobile applications using React Native, Flutter, or native environments (Swift, Kotlin).
- Proven track record of integrating third-party services and tools into applications, including OAuth, API keys, and authentication protocols.
- Hands-on experience with scripting languages (e.g., Python, JavaScript, Ruby) for automation and system enhancement.
- Familiarity with testing and troubleshooting APIs using tools like Postman.
- Ability to tailor technical solutions (websites, mobile apps, integrations) to meet specific business requirements.
- Understanding of scalable distributed systems and familiarity with container orchestration tools like Docker, Kubernetes, or Helm (a plus).
- Working knowledge of databases (e.g., Oracle, MySQL, Postgres, MongoDB) and cloud storage technologies (e.g., Amazon S3, Google Cloud Storage – a plus).
- Strong interpersonal skills with the ability to build effective relationships across R&D, sales, and engineering teams.
- Excellent communication skills, both verbal and written.
Responsibilities
- Promptly resolve technical issues to minimize customer downtime and maintain business continuity.
- Manage and optimize the support desk and portal, ensuring efficient tracking, resolution, and communication of customer issues.
- Act as the technical subject matter expert (SME) for Customer Experience Leads and customers’ technical teams, offering guidance on complex technical challenges.
- Collaborate with engineering and product teams to develop troubleshooting tools that improve operational efficiency and empower customer self-service.
- Develop and maintain a comprehensive knowledge base to enable customers to independently resolve common technical issues.
- Analyze customer issues, identify trends, and provide actionable insights to drive product improvements.
Preferred Qualifications
- Familiarity with container orchestration tools like Docker, Kubernetes, or Helm (a plus).
- Working knowledge of databases (e.g., Oracle, MySQL, Postgres, MongoDB) and cloud storage technologies (e.g., Amazon S3, Google Cloud Storage – a plus).
