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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.
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
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!
This job comes with several perks and benefits
We take care of you, even when you are old and wrinkly.
Metropolitists, beach boys and mountaineers we salute you and pay you to go and explore the world.
Short, tall, skinny, chubby we like you just as you are. But if you dream about a bum like J-Lo we got you covered.
Carve out time for your kids, friends and personal cider projects.
Strengthen your body with office yoga and handstands or leave your body in good hands by our masseuse.
Social gatherings and games; hang out with your colleagues.