Technical Customer Success Specialist supporting customers based in the United States and Switzerland. Provide training, troubleshoot inquiries, and partner with teams for seamless experiences.
About the role
- Customer Success Engineer serving as the technical contact for clients while owning customer technical issues. Collaborating with engineering teams for effective problem resolution and customer satisfaction.
Responsibilities
- The Face of the Tech Team: Serve as the primary technical contact for clients, maintaining a highly professional and presentable demeanor in all meetings and communications.
- Issue Ownership: Take full ownership of customer technical issues from initial report to final resolution, ensuring clients feel supported and valued throughout the process.
- Translation: Translate complex technical findings (from the Dev team) into clear, business-friendly language for the client.
- Code-Level Troubleshooting: Leverage your background in Software Development to investigate root causes by analyzing application logs, code logic, and API failures.
- Defect Reproduction (QA): Apply Quality Assurance methodologies to rigorously reproduce reported bugs, document scenarios, and verify fixes before they are released to the client.
- Data Investigation: Execute complex SQL/NoSQL queries to diagnose data discrepancies and support inquiries.
- Crisis Management: Handle critical system incidents with composure, communicating updates to stakeholders clearly while the technical team resolves the issue.
- Proactive Monitoring: Utilize tools like New Relic or Grafana to monitor application health and identify potential friction points before they impact the customer's experience.
- Internal Liaison: Collaborate closely with Product, QA, and Development teams to prioritize fixes based on customer impact.
- Voice of the Customer: Provide technical feedback to the engineering team to reduce recurring issues and improve the product's stability.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 4–6 years of experience in a technical role. Must have prior hands-on experience in Software Development or Software Quality Assurance (QA/QC).
- Proven experience in a role requiring direct client interaction (B2B experience is a plus).
- Development Knowledge: Ability to read and understand code (Java, NodeJS, Flutter, React, etc.) to trace errors.
- QA Proficiency: Strong understanding of the software testing life cycle, bug tracking, and deployment processes.
- Debugging: Experience with API testing (Postman/Rest), log analysis, and database troubleshooting.
- Tooling: Familiarity with monitoring tools (New Relic, Grafana...) and ticketing systems (Jira, ServiceNow).
- Executive Presence: Excellent personal presentation and verbal communication skills, suitable for interacting with client stakeholders.
- Empathy & Patience: Ability to de-escalate tense situations and handle frustrated customers with professionalism.
- Problem Solver: A "fixer" mentality—you don't just pass tickets; you want to solve the puzzle.
- Familiarity with the FinTech industry is a strong plus.
- Knowledge of ITIL principles (Incident & Problem Management).
Benefits
- Hybrid work model
- Healthy working environment
- Medical Insurance
- Social Insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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