Customer Success Engineer

Location: Candidate must be based in Australia. 

The Customer Success Engineer (CSE) serves as a designated technical contact and a trusted advisor to Algolia’s customers. We are expanding our Customer Success Engineering team, and we are looking for a dedicated CSE based in Australia to help support our ANZ and SE Asia markets. 

The CSE is the key member of the Customer Solutions team, acting as the main liaison on a wide variety of client-facing technical topics, such as:

• Customer onboarding
• Ad-hoc service delivery
• Workshops delivery
• Training
• Providing technical support for long term engagements customers

Furthermore, the CSE ensures the resolution of complex issues with the full context and understanding of the customers specific product and technology environment.
By orchestrating reactive and proactive support across Algolia Product, Engineering and Customer Success teams, the CSE allows our customers to take full advantage of our offering.

YOUR ROLE WILL CONSIST OF

• Act as a consultant on a variety of customers, delivering ad-hoc services tailored around their needs
• Scope, shape and present technical workshops to drive Algolia’s adoption
• Advise Algolia’s customers on the best technical and industry practices around search implementation and optimisation
• Work closely with your account’s Customer Success Manager to ensure the customer’s long term health through a world-class technical advisory experience.
• Work across the organization and escalate as necessary for confirmation of solutions or other options.
• Partner with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to your customers.
• Develop, maintain and present comprehensive case status reports to customers on a regularly scheduled meeting.
• Proactively identify and work with the customer to resolve technical risks and bottlenecks.
• Provide guidance on how to optimize the use of their environment.

YOU MIGHT BE A FIT IF YOU HAVE

• Functional knowledge of Javascript 
• Experience with REST API, database management, and web development technologies
• Experience delivering technical workshops of various nature (training, knowledge transfer, implementation, code review)
• Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
• Proficiency in communicating complex technical issues to both technical and non-technical audiences via phone and email channels
• Excellence in time management, task prioritization, and evaluation of situational urgency
• Travel to customers' locations may be required
• Experience supporting customers ini both Australia/ New Zealand markets, as well as SE Asia (Japan, Singapore, Hong Kong, etc) 

NICE TO HAVE

• Functional knowledge of at least one additional programming language such as: Java, PHP, C#, Objective-C, Swift, Ruby, Python
• Familiarity with iOS & Android platforms.
• Experience supporting open-source projects & their GitHub communities.
• Experience with Shopify, Magento, and Salesforce.com a plus
• Cantonese or Japanese speaking is a plus

WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:

• GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment
• TRUST - Willingness to trust our co-workers and to take ownership
• CANDOR - Ability to receive and give constructive feedback
• CARE - Genuine care about other team members, our clients and the decisions we make in the company
• HUMILITY - Aptitude for learning from others, putting ego aside

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