Remote Customer Success Engineer in Newport

Zipline is 100% remote and accepts applicants from the United Kingdom. We’re helping put technology into the hands of those that need it most - retail workers. The Zipline platform ensures that the right people get the right information in the right way. Everyone is on the same page, tasks are tracked and life feels less like a perpetual game of hair-on-fire.

At Zipline, our Customer Success Engineers help improve the lives of our customers by supporting our front-line Support team (Tier 1 and 2) and our Account Managers. We’re hiring a Customer Support Engineer who wants to help us continue to deliver the responsive, friendly, first-class customer service that our customers love and appreciate!

If you are an empathetic, technically skilled problem solver with a knack for digging to the root of problems, offering solutions, and working with many cross-functional partners, then you are what we’re looking for!

• Support our frontline Customer Support (Tier 1 and 2) team and Account managers with technical solutions to customer issues that get escalated due to level of complexity or customization of requests.
• Take the lead on identifying and escalating issues across multiple business units within the Retail Zipline organization (e.g. Account Management, Customer Success, Engineering, Product Management, etc.).
• Provide solutions to customer issues by developing custom scripts (in Ruby) and processes to ensure data integrity.
• Proactively take on challenges, research information, troubleshoot problems, and creatively deliver results that scale.
• Help create and maintain internal documentation and knowledge repositories.
• Develop troubleshooting tips and tools to use in the diagnosis.
• Identify manual repetitive tasks and processes that can be automated.

• 1-3 years of professional work experience or equivalent working with Ruby on Rails, Web Services, API (RESTful), and IP based protocols.
• 1-3 years of professional work experience or equivalent working with PostgreSQL/MySQL, or similar database systems.
• 1-3 years of professional work experience or equivalent working with large scale Ruby on Rails applications.
• 1-3 years experience working with different operating systems including Windows and Mac OS (specifically linux/bash).
• Strong troubleshooting/debugging skills and a real passion for problem-solving.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Incredibly organized, detail-oriented and able to prioritize tasks, with exceptional critical-thinking and troubleshooting skills.
• 1-3 years of professional work experience or equivalent working with systems architecture, database design, and the Ruby language.

• Remote: Join an effective remote team and work where you're comfortable.
• Stock Options: Ownership in a fast-growing company.
• Time Off: Flexible vacation policy to encourage people to get out and see the world.
• Benefits: 401k, and world-class medical, dental, and vision policies.
• Team Fun: Twice annual company off-sites in fun locations.
• Learning: Sponsorship of meetup and conference attendance.
• Great team: Working with fun, hard-working, nice people who are committed to making a difference!

We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.

We have been 100% remote since the company was founded and we have it down to a science. We huddle as a team weekly and as a company 3 times a week. On Fridays, we come together to learn from each other.

We have made incredible progress but changing the industry is hard. We are well funded by leading venture capital firms like Emergence Capital and ready to scale. We need your help to improve the way that this 4.4 trillion dollar industry communicates with its store employees.