Customer Success Engineer

Eppo | Comp not given

Steph's Notes:

The Careers page is pretty basic but straightforward. They link to a How We Work deck in the job description, which is very informative; plus, they have two women on their pretty diverse 6-person senior leadership team, one of whom is head of product!

This role seems like a neat combination of success and support.

If you’re a customer champion, passionate about solving problems and leading strategic initiatives to enhance the customer experience - you’ll bring tremendous value to our customers and team.

Love how they phrase this – focusing on the positive attributes candidates already have!

Represent the customer voice as a member of cross-functional bug prioritization meetings with the Product, Engineering, and Design teams

Just the existence of this kind of team is a green flag.

Even the application is short and funny: "(3+2 = ?) Tell us you're not a robot without telling us you're not a robot."

Yes, I am putting this in Green Means Go despite no salary transparency, only because the hiring location is Europe / Middle East / Africa, which is so broad that it makes giving an actual salary range genuinely difficult, and everything else is just positive signals.

Look at me being all benevolent and shit today.

Original Job Description: Customer Success Engineer

At Eppo, we are building the future of experimentation, so that every company can have an entrepreneurial, customer oriented culture. We believe that AB experiments uniquely put customers at the center of product decisions instead of political processes.

Our next-gen platform allows companies to 10x their volume of AB experiments by embracing the full technical rigor of engineering and statistics while focusing intensely on the evangelism of results and accessibility to business users. We are built for the modern cloud infrastructure, with easy integrations and an emphasis on privacy and security.

Our team is made up of veteran product builders from Airbnb, Slack, and Snowflake, and our product is powering experimentation at some of top companies around the world. We’ve raised over $19M in Seed and Series A funding backed by top-tier venture firms like Menlo VC and Amplify Partners.

To learn more about our company culture, what to expect during the interview process, and what drives us here at Eppo, check out How We Work!

You can also watch a demo of Eppo on our homepage and read more on our blog!

Note: There have been recent reports of fraudulent emails from people impersonating the Eppo talent team. All legitimate correspondence from Eppo will come only from geteppo.com. Anything else should be reported to LinkedIn as a scam. For more information on these fake job scams, you can see this resource from the FTC: https://consumer.ftc.gov/consumer-alerts/2023/08/scammers-impersonate-well-known-companies-recruit-fake-jobs-linkedin-and-other-job-platforms

About the Role

We’re hiring a Customer Success Engineer to work closely with our Engineering and Customer Success teams to support customers in their experimentation journey. You will be responsible for handling complex technical issues and owning customer escalations. You will deliver value to our customers by driving down bug backlog with Engineering and representing the voice of the customer in prioritization meetings. If you’re a customer champion, passionate about solving problems and leading strategic initiatives to enhance the customer experience - you’ll bring tremendous value to our customers and team.

What you’ll do as a Customer Success Engineer:

• Become an Eppo expert and handle top-level technical customer escalations
• Represent the customer voice as a member of cross-functional bug prioritization meetings with the Product, Engineering, and Design teams
• Troubleshoot complex technical customer issues via phone, e-mail, chat, and virtual meetings
• Contribute to Eppo Help Site documentation and the knowledge base
• Partner with Engineering and Product to lead strategic initiatives focused on customer experience and product improvement
• Act as a technical advisor in key customer conversations with Pre-Sales, Sales, and CSM teams to prevent customer churn and further other customer adoption initiatives
• Advocate for customers internally by frequently providing customer feedback to the product team
• Occasionally (less than 5%) visit customers to consult on challenging technical issues and projects with Eppo

Skills

What you’ll bring to the team:

• Experience in a customer-facing technical support role
• Strong knowledge of SQL and web-based technologies - you should be very comfortable navigating data in SQL and working with modern front-end and analytics technologies like CSS, JavaScript, Python, and/or R
• Track record of managing complex technical customer escalations including customer and internal stakeholder communication
• Proven ability to multi-task (since you could be managing one or more customer escalations!)
• Bonus: Experience working in the data and analytics space, especially in a technical support environment
• Bonus: Foundational knowledge of statistics and experimentation

Compensation

• Competitive salary and early team equity
• Top of the line health, dental, and vision insurance
• New laptop/equipment of your choice and whatever else you need to be productive
• Compensation for learning materials, tools, and resources to help you learn and grow