Customer Success Engineer, Nacelle
$85-100k
Composable headless commerce platform
Job no longer available
Composable headless commerce platform
21-100 employees
Job no longer available
$85-100k
21-100 employees
Company mission
Our mission is to fuel merchant growth by orchestrating data without limitation.
Role
Who you are
- Working knowledge of how to interact with and troubleshoot API access and endpoints (GraphQL, RESTful); experience using Insomnia, Postman, and/or Command Line (CLI), Javascript
- Excellent written and verbal communication skills
- Minimum of two (2) years prior experience in a Customer Support or Customer Success role
- Self-motivated with the ability to determine priority both independently and as a part of a team with minimal oversight in a highly autonomous environment
- Experience working with technical and non-technical customers; capable of “reading the room” and adapting your communication style to match
- Proactive learner; willing to develop skills in JAMStack technologies such as React and Vue
Desirable
- Familiarity with JAMStack frameworks such as Nuxt and Next
- Experience building and supporting front-end web applications
- Knowledge of and experience working in the ecommerce industry
What the job involves
- In this role, you’ll be responsible for providing our customers with best-in-class technical support that enables our customers to focus on what they do best
- You’ll work directly with customers and systems integrators via Slack, ticket, and phone to troubleshoot and resolve their toughest technical challenges
- As a member of the Customer Success Engineering team, you’ll also help to build our internal and public-facing documentation, develop and refine workflows and automation for our team, and have a direct impact on both the customer experience and customer journey at Nacelle
- This role will report directly to the VP of Customer Experience and will work closely with the larger Customer Success, Solutions Architecture, Product, and Engineering teams
- Troubleshooting and debugging platform and customer-facing issues via Slack, ticket, phone, and/or Zoom
- Advocating internally on behalf of the customer for improvements to our platform and products
- Working across multiple engineering teams to locate issues
- Serving as a Point of Contact (POC) for incidents and escalations; ensuring customer awareness of critical information and timelines
- Creating and contributing to technical and non-technical documentation that will enable both our customers and our teams to self-serve
- Developing, improving, and refining automation, workflows, and processes that will improve the efficiency of our teams and enable them to better support our customers
- Building new and improving upon existing relationships with cross-functional teams
- Contributing to organizational and team-level goals
Our take
Nacelle helps brands create a customized eCommerce solution for their website. The platform functions as a headless web store where businesses plugin the solution into their existing website and operate it separately to the backend. Using scalable APIs, Nacelle provides backend flexibility with an enhanced customer experience.
Founded in 2019 by Brian Anderson, a retail entrepreneur frustrated by the mobile shopping experience, Nacelle offers a sleek plug-and-play service. Online eCommerce has been growing steadily since the noughties, but the online purchasing trend went into overdrive during the pandemic. Competitors such as Commercetools and Bold Commerce have already captured a big slice of the market, but Nacelle has found favor with its customer-centric front end and delivery speed. It also collaborates with existing eCommerce platforms such as Shopify, Klaviyo, and Attentive.
With the competition for eyeballs and dollars as relentless as ever, customers need to be engaged immediately upon landing on a website, and the mobile experience must be fast. Nacelle's target market is mid-level companies with a turnover between $25 and $500 million.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-26% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Aug 2021
$50m
SERIES B
Jan 2021
$18m
SERIES A
Total funding: $72.8m
Company benefits
- Competitive compensation packages
- Stock options
- Robust benefits packages which include medical, dental, vision, HSA/FSA, as well as employer-paid life insurance, and short/long-term disability
- 401(k) with an employer match
- Unlimited Mental Health Teledoc appointments
- Paid parental leave
- Unlimited PTO in addition to paid holidays and sick days
- Monthly wifi stipend
- Home office setup budget
- Annual Learning and Development stipend
- 100% Remote culture with a minimum of one company in-person retreat per year + team-specific retreats
- Company provided Macbook
Company HQ
Los Angeles, CA
Leadership
Brian Anderson
(CEO)Experienced Software Engineer who founded ShopElf, a technical Shopify Plus agency focused on headless commerce and custom Shopify storefronts, before founding Nacelle.
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