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For Companies At a Glance
- Tasks: Support customers by resolving queries and managing onboarding projects.
- Company: Leading tech start-up in Reading, specialising in SaaS solutions.
- Benefits: Competitive salary, health care, cycle scheme, and company pension.
- Other info: Flexible working options and regular company socials.
- Why this job: Join a dynamic team and make a real impact on customer success.
- Qualifications: 2+ years in customer support and experience with RESTful APIs.
The predicted salary is between 40000 - 50000 £ per year.
Our Client are an industry leading tech start-up based in Reading in the UK. Their exceptional SaaS solution is used internationally for the archiving and preservation of valuable digital assets across a range of industries including life sciences, scientific research, heritage and higher education.
The Role
Our Client are looking for an experienced Customer Success Engineer to provide high quality assistance to their growing customer base. With a focus on Support and Customer Success you would ensure customer issues are handled and queries are answered. As a self-motivated engineer you would join a dynamic team, supporting an exciting and rapidly evolving product. The company is based out of Reading, with a flexible approach to working with the option to work remotely if desired. They offer a competitive salary and a range of employee benefits including healthcare.
Key Tasks
- Take ownership of customer queries and see issues through to resolution
- Diagnosing, troubleshooting, and identifying solutions to resolve customer issues
- Managing customer projects such as onboarding, data discovery, and data ingest
- Conducting product walk-through and assisting with customer training
- Helping customers fully use the our clients software service and tracking customer satisfaction
- Prepare updates for projects, on-going issues, and customer status to the Technical Operations Manager
- Document knowledge in the form of internal knowledge base and external customer support articles and FAQs
- Build a strong working relationship with team members
- Interact with Product Management and Development teams to fully understand new product enhancements
- Review and improve product training material prior to customer handover
Skills/Experience
Essential
- 2+ years’ experience in Customer Support within an enterprise software organization
- Experience of using RESTFul APIs
- Experience with using monitoring tools, Prometheus, Grafana, ELK stack
- Proven time management skills in a dynamic support environment
- Excellent technical and non-technical communication skills
- Able to multitask, prioritise, and manage time efficiently
Desirable
- Experience with using of the Linux operating system
- Working knowledge of scripting such as BaSH or Python
- An understanding of authentication protocols such as Oauth and SAML
- Knowledge of NoSQL and or Relational databases technologies such as MongoDB or PostgreSQL
- Knowledge in public cloud technologies and services.
Benefits
- Competitive salary
- Free Vitality health and dental care
- Cycle to work scheme
- Electric car scheme
- Company pension
- Regular company socials
Customer Success Engineer employer: Alchemy
Contact Detail:
Alchemy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Engineer
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at the company you're eyeing. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to customer success and technical support. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've tackled customer issues in the past. This will demonstrate your ability to handle the challenges of a Customer Success Engineer.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Customer Success Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Success Engineer role. Highlight your experience in customer support and any relevant technical skills, like using RESTful APIs or monitoring tools. We want to see how your background fits with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer success and how you can contribute to our team. Be sure to mention any specific experiences that relate to the key tasks mentioned in the job description.
Show Off Your Communication Skills: Since this role involves a lot of interaction with customers and team members, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional, but don’t be afraid to let your personality shine through!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
How to prepare for a job interview at Alchemy
✨Know Your Stuff
Make sure you brush up on the technical skills mentioned in the job description. Familiarise yourself with RESTful APIs, monitoring tools like Prometheus and Grafana, and any scripting languages that might come up. Being able to discuss these confidently will show that you're ready for the role.
✨Show Your Customer Focus
As a Customer Success Engineer, your ability to handle customer queries is crucial. Prepare examples from your past experience where you've successfully resolved customer issues or improved customer satisfaction. This will demonstrate your commitment to customer success.
✨Ask Smart Questions
Interviews are a two-way street! Prepare thoughtful questions about the company's product, team dynamics, and how they measure customer success. This not only shows your interest but also helps you gauge if the company is the right fit for you.
✨Be Yourself
While it's important to be professional, don't forget to let your personality shine through. The company is looking for someone who fits into their dynamic team, so being genuine can help you stand out. Share your passion for technology and customer support!