Technical Success Engineer

Mission: Increase world-class support and improve communication between support engineering and the engineering team.

Outcomes:

1. Become the foremost expert on frontend and backend People.ai architecture and services.
2. Act as the most technical member of the support engineering team. Utilize SQL, SOQL, and other non-structured query languages to gather information for the purposes of investigation.
3. Enable engineering teams with thoroughly documented investigation steps and expected outcomes, thereby reducing the amount of engineering effort required for support issues.
4. Identify opportunities for improvement in internal support processes and own recommendations to improve handoffs end-to-end.
5. Build relationships with cross-functional teams such as Engineering, Product, and other Customer Success teams to understand the 360-degree view of the customer experience.
6. Act as the voice of the customer and help the engineering team understand the “why” behind a fix/feature and/or the urgency of delivery.
7. Maintain the first reply time of under two hours and drive down Full Resolution Time by 20%.
8. Create an incredible cultural foundation for Support Engineering. Build strong relationships with engineering, product, and customer success teams.

Competencies

1. SQL - advanced fluency in table transformation, subqueries, joins and aggregations. Experience working in PostgreSQL databases is preferred. 
2. Python - intermediate fluency with Python concepts including basic string manipulation, creating functions, for loops, and common errors. 
3. Technical acumen (SQL required, experience ramping on multiple coding languages preferred)
4. Attention to detail
5. Experience supporting customers within the Salesforce ecosystem