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Associate Customer Success Engineer (Remote)

3.00 to 7.00 Years   Bangalore   26 Sep, 2022
Mattermost, Inc
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryInternet / E-Commerce
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

    • Triage customer issues, debug, and find possible workarounds, focusing initially on EMEA and APAC
    • Communicate via support tickets, email, Mattermost chat and video conferencing with customers
    • Submit and comment on bug reports and feature requests based on customer interactions
    • Create or update reproduction environments for customer issues
    • Create or update documentation based on customer interactions
    • Engage with the other Mattermost support teams to provide consistent, high quality global support
    • Engage with the development team to escalate bugs, solve problems, or obtain missing information
    • Be available for occasional weekend on-call coverage
    • Ensure the knowledge we gain from running Mattermost is shared with customers and users
    • Maintain good ticket performance and satisfaction
    • Meet or exceed SLA times consistently
    • Reliably respond to on-call emergencies
    Required Background and Skills:
    • Enterprise level technical support experience, preferably in open source and/or system administration
    • Experience working across teams to resolve support issues (engineering, sales, product, CSM)
    • Ability to triage, reproduce, test and document bugs
    • Ability to communicate complex technical topics clearly in written and spoken English with customers via tickets, Zoom calls, etc.
    • Experience with support and CRM platforms (e.g., Zendesk, Salesforce, etc.) preferred
    • Experience writing support content
    • Experience managing the entire issue lifecycle, from customer, to development team, to resolution
    • Ability to perform complex Linux System Administration tasks
    • Experience with technical operations, full stack automation, DevOps or development
    • 2 or more of the following technical skills: Go, nginx, React, Relational Databases, Container Solutions, AWS, Azure, Google Cloud, IOS, Android, SAML, OAuth
    ,

Keyskills :
linux system administrationopen sourcespoken englishcustomer supporttechnical support

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