Customer Success Engineer | Decodable | Remote (United States)

<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Join our team at Decodable and be part of revolutionizing data processing with our cutting-edge platform. We&#8217;ve harnessed top-tier open source projects like Apache Flink and Debezium to construct a robust, fully-managed stream processing platform ideal for real-time ETL, ELT, and data replication. Beyond just deploying Flink clusters, we prioritize a user-friendly developer experience, supporting SQL or Java. Operated by a team immersed in stream processing, Decodable seamlessly integrates with your existing stack. Say goodbye to the hassle of assembling lower-level building blocks—join us and lead the charge in building worry-free real-time data pipelines.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Customer Success Engineer (CSE)</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">About the Role</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We are seeking a dynamic and technically proficient Customer Success Engineer (CSE) to join our team at Decodable. In this role, you will be the bridge between our customers and our product, ensuring that they achieve success with our platform and are delighted with the service they receive. You will act as an advocate for our customers, hosting regular success meetings, briefing them on new features, and helping them discover and implement new use cases for Decodable. Your technical expertise will be essential as you provide guidance and support on complex data engineering topics, from ETL processes to stream processing and beyond. You’ll play a crucial role in onboarding customers, smoothing their transition from proof-of-concept (POC) to production, and ensuring their long-term success with Decodable. Additionally, you’ll gather and share valuable customer feedback, contributing to the evolution of our product and services. If you have a passion for customer success, deep technical knowledge of our space, and the ability to quickly master new technologies, we’d love to hear from you!</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Key Responsibilities</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Customer Success</p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ensure customers are successful with the product and happy with the service they receive.<!-- -->
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Represent and advocate for customers internally.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Host regular customer success meetings with customers.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Brief customers on new features and functionality, and how it might help them.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Help run customer surveys to understand their overall health and experience.</span></li>
</ul>
<p></span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Identify and help customers to onboard new potential use cases.<!-- -->
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Research and understand customer data-related goals and initiatives.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Help customers identify use cases that are a good fit for Decodable.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide access to resources to help customers adopt Decodable for new use cases.</span></li>
</ul>
<p></span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Technical Support</p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide technical support and guidance to customers on Decodable, ETL, stream processing, and related subjects.<!-- -->
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Act as the primary technical point of contact for customers.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Answer questions, troubleshoot, and provide general technical guidance to customers.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Manage escalations on complex technical issues.</span></li>
</ul>
<p></span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Onboarding</p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Help customers smoothly transition from POC to production.<!-- -->
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Help to refine and manage customers through the technical onboarding process.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide architectural, performance, cost, and security guidance to customers.</span></li>
</ul>
<p></span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Feedback</p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Capture and share customer feedback on the product and their experience with Decodable.<!-- -->
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Capture customer feedback about our product and their experience working with us.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Act as the customer in internal conversations, representing their best interests, thoughts, and perception.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Help to shape the product roadmap and company policies based on customer experience.</span></li>
</ul>
<p></span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Knowledge Management</p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Develop and maintain internal and external documentation about our customers, the product, and Decodable.<!-- -->
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Help maintain technical knowledge about our customers and their use of Decodable.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Help track customer product requests and bugs.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Identify common questions and develop FAQs, documentation, and other assets to better serve customers.</span></li>
</ul>
<p></span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Qualifications</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Excellent organization, communication, and problem solving skills</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">High emotional intelligence and professionalism</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Expert knowledge of data engineering and data platforms</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Intermediate knowledge of SQL, Java, and Python</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Intermediate knowledge of Apache Flink, Apache Kafka, Debezium, and related technologies</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Intermediate knowledge of Kubernetes, AWS, Terraform, Helm, and networking</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">The ability to quickly learn new technologies</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We get that you have a lot of options when it comes to where you work. More than just salary, you want to work on cool projects, with the best team, and have real impact &#8211; on customers, on the product, on the company, and on your career. You get that with Decodable.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Here&#8217;s what you can expect from us:</p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">An open, human-first team.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Competitive salary based on current market data.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Equity.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Unlimited vacation with a 2-week minimum vacation policy.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Flexible work schedule and remote work options.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Comprehensive benefits including medical, dental, vision, life insurance, short-term and long-term disability.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">401(k) / RRSP with company contribution, available immediately.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Professional development opportunities.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Vibrant company culture with team-building activities and social events.</span></li>
</ul>