About this role

At Ingrid, we believe that Customer Success begins with incredible people. If you have strong technical background, experience in customer success, and looking to join a startup with global potential, then read on!

Ingrid is currently looking for a customer-focused, highly technical Customer Experience Engineer to join our growing Customer Success team! We are looking for someone who can fill the role of a technical person that helps our customers, but also understands the engineering side. Someone who helps customers get past any technical hurdles in the pre-sales and post-sales stages. Someone who acts as the bridge between Engineering and Ingrid's customers.

Our ideal Customer Experience Engineer will always put the customer first, seeking to understand what the customer needs to accomplish — whether it's solving a technical problem or filling a feature request. We are looking for creative, critical thinking individuals with a tenacious love for problem solving.

If you are looking for an opportunity to couple technical knowledge and customer success, this job is perfect for you. If you are thinking “I love to code, but I really want to be doing more than just that. I like people, and I want to help people" then this job is definitely perfect for you!

Our Customer Success team is on a mission to become one of the best teams in SaaS and our team consists of Customer Experience Engineers and Customer Success Managers. We believe in empathy, in transparency, in building trust with our customers, and in establishing long-term relationships by focusing on our customers’ goals and needs. Ingrid’s wins are tied to our customer’s wins.

Ingrid is a highly technical platform, but we do not expect you to have full-time engineer work experience in the past. You should have some understanding of technical concepts, a little coding experience to feel comfortable in your communication with customers and we will teach you the rest you need to be successful at Ingrid.

Requirements

• 1-2 years of experience in customer support with technical products, in QA, data engineering, or other service-oriented customer-facing roles

• Fluency in English

• Experience working directly with external customers via email, chat, phone, or video

• Basic programming experience

• Strong debugging skills

• You can easily explain technical concepts to your colleagues with varying levels of technical expertise

• Experience in writing and maintaining support documentation

• Ability to understand API technical documentation

• Self-motivated, eager to learn, and can thrive in a collaborative environment

• You take full responsibility for owning customer issues until it's resolved

• Outstanding verbal and written communication skills. Attention to detail and willingness to help clients

• Excellent prioritization skills and ability to perform in a fast-paced environment

Expectations

• Resolve L2 and L3 technical customer issues effectively and in a timely manner

• Participate in product implementation and technical onboarding of customers

• Investigate technical issues (SQL, cloud-based infrastructure, and other technical related issues) to smoothly resolve customers issues and help the engineering team with bugs finding and fixing

• Continually learn best practices and apply your knowledge to help Ingrid's clients

• Analyze inquiries, learn quickly, contribute to documentation and playbooks, collaborate with product teams to improve the product based on customer feedback and customer cases

• You’re comfortable jumping on calls with customers to help them and manage the case till it’s fully resolved

• You have a strong desire to pick up new skills and knowledge. We are a small and growing team, and we help each other. We value “Show me how” over “That's not my job”

• You care deeply about people and bring a mindset of curiosity and empathy to conversations

• You work well and communicate seamlessly with remote team members

• Continuously help us improve our current work processes and build up our knowledge base

What we offer

• Attractive salary—depending on skills, experience, and potential

• Flexible cooperation and a unique, informal atmosphere

• The opportunity to develop your skills and gain experience by working with strong international brands on innovative projects

• Annual professional development budget

• Support from experienced team members

• Experiencing great teamwork at a highly ambitious startup

You have the chance to join a scale-up company just beginning to challenge big issues globally!