Customer Success Engineer (CSE)

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Requirements:

• Excellent organization, communication, and problem-solving skills.
• High emotional intelligence and professionalism.
• Expert knowledge of data engineering and data platforms.
• Intermediate knowledge of SQL, Java, and Python.
• Intermediate knowledge of Apache Flink, Apache Kafka, Debezium, and related technologies.
• Intermediate knowledge of Kubernetes, AWS, Terraform, Helm, and networking.
• The ability to quickly learn new technologies.

Responsibilities:

• Ensure customers are successful with the product and happy with the service they receive.
• Represent and advocate for customers internally.
• Host regular customer success meetings with customers.
• Brief customers on new features and functionality, and how it might help them.
• Help run customer surveys to understand their overall health and experience.
• Identify and help customers to onboard new potential use cases.
• Research and understand customer data-related goals and initiatives.
• Help customers identify use cases that are a good fit for Decodable.
• Provide access to resources to help customers adopt Decodable for new use cases.
• Provide technical support and guidance to customers on Decodable, ETL, stream processing, and related subjects.
• Act as the primary technical point of contact for customers.
• Answer questions, troubleshoot, and provide general technical guidance to customers.
• Manage escalations on complex technical issues.
• Help customers smoothly transition from POC to production.
• Help to refine and manage customers through the technical onboarding process.
• Provide architectural, performance, cost, and security guidance to customers.
• Capture customer feedback about our product and their experience working with us.
• Act as the customer in internal conversations, representing their best interests, thoughts, and perception.
• Help to shape the product roadmap and company policies based on customer experience.
• Develop and maintain internal and external documentation about our customers, the product, and Decodable.
• Help maintain technical knowledge about our customers and their use of Decodable.
• Help track customer product requests and bugs.
• Identify common questions and develop FAQs, documentation, and other assets to better serve customers.