Technical Customer Success Engineer
- Anywhere in the World
Headquarters: Vancouver, Canada
URL: https://commercebuild.com/
commercebuild is an eCommerce platform that allows businesses to unlock the power of their ERP systems to deliver a complete, end-to-end digital eCommerce experience for their customers.
And that's where you come in! We are looking to grow our diverse team with individuals who can leverage their technical knowledge to tackle nearly any problem that comes their way. Our Technical Customer Success Engineers not only solve problems, but they establish relationships with our customers by listening to their needs, understanding their problems, and proactively ensuring their success on our platform for many years to come.
If all of this sounds great to you so far, please keep reading. We want to hear from you!
YOUR DAY WILL INVOLVE:
- Deeply diving into platform issues for high-touch enterprise clients
- Being the voice and advocate for customers internally
- Anticipating problems through high awareness and proactive action
- Interacting with existing and potential customers by responding to their inquiries through email-based tickets and live chats.
- Writing and maintaining documentation
BEING A CUSTOMER SUCCESS ENGINEER REQUIRES:
- An eagerness to learn and the ability to adapt, allowing you to teach others. You are a lifelong learner.
- Self-driven work ethic. You are a self-starter who loves taking initiative and seeing things through to completion.
- Remote work experience. You have experience communicating asynchronously, using tools such as Slack.
- Previous experience in technical support. You know how to approach any problem reported by an end user.
- WooCommerce knowledge. We recently launched an integration with WooCommerce. You will be required to understand and document issues that arise with our integration.
- Knowledge and experience with common web technologies, including HTML, CSS, JavaScript and PHP. You must be able to read and understand code.
- A firm understanding of browser developer tools and CLI tools to reproduce HTTP requests and responses, particularly for escalations to our development team.
- Excellent writing and communication skills with a passion for taking technical language and making it understandable. You are fluent and eloquent in written English.
- Understanding of the domain name system (DNS) and typical records (A, MX, TXT, SPF, etc.)
- A willingness to get stuff done. You see a gap, you close it.
SHIFT:
We are looking to fill a full time shift, 40 hours per week, Monday through Friday, starting daily at approximately 9:00 AM US Eastern time.
We are a remote company, and we hire globally. However, for this position, we require candidates to be in the Eastern time zone, plus or minus 1-2 hours. In your application, please confirm that you meet this requirement.
If you are a resident of the U.S. or Canada, you will be hired as an employee and offered benefits, e.g. health insurance. If you are a resident of any other country, you will be a contractor paid a fixed monthly amount.
All employees and contractors are entitled to 4 weeks paid vacation per year and technology stipends (new laptop upon joining, any required office equipment, etc.).
SALARY:
$70,000 - $80,000 USD per year.
HOW TO APPLY:
Send your résumé/CV and cover letter to careers-tcse2024[@]commercebuild.com. Put "Driven by Devotion" in your email subject so we know that you've read this closely.
Do you want to make your application stand out? If so, we'd love to hear your thoughts on the following in your cover letter:
- This is an extremely technical role, and you must be able to understand and resolve technical problems. How have you approached such technical issues in the past? Please give a detailed description of an issue, the steps you took to address it, and the outcome.
- This role requires previous support experience. When you begin working on a ticket, tell us about your initial processes in detail. What steps do you take?
- We've recently pre-launched an integration with WooCommerce. As such, our next Technical Customer Success Engineer will need to know how to support customers using WooCommerce and WordPress. Please share your experience with WordPress and/or WooCommerce.
NEXT STEPS:
The hiring process for this role will be:
- If we determine you're qualified for the role based on your application, we will invite you to complete a technical task. This task will simulate a ticket from a customer, and you will be expected to engage us as if we were the customer and you were the Engineer in charge of the ticket.
- If you complete the technical task successfully, you will be invited to a Slack text-based interview. The interview via Slack chat aims to test your ability to communicate with us and our customers in written form.
- If you complete the interview successfully, we will invite you to a paid trial. The trial is an opportunity for you to get to know us and vice-versa. It will allow you to do the job up to 40 hours a week and determine whether the role is right for you. If you are already working, a commitment of 20 hours is recommended to be successful. The trial generally lasts 4-6 weeks, but may last longer depending on your progress and availability.
- If you complete the trial successfully, an offer will be made for a full time contract.
Wherever you live, whatever your interests, wherever you’re from — if you have the skills to support our customers, we want to hear from you!
To apply: https://weworkremotely.com/remote-jobs/commercebuild-technical-customer-success-engineer-1