Customer Support Engineer, Explo
Customer-facing analytics for any platform
Open for applications
Customer-facing analytics for any platform
21-100 employees
Open for applications
21-100 employees
Company mission
To enable companies to deliver beautiful dashboards quickly and easily.
Role
Who you are
- Bachelor’s degree in Computer Science, Information Technology, or a related field
- 3–5 years of experience in a technical support or customer-facing role, preferably in a software company
- Strong technical troubleshooting skills and familiarity with debugging tools
- Proficiency in SQL
- Basic experience in at least one programming language (e.g., Python, JavaScript)
- Knowledge of APIs, integrations, and cloud platforms (e.g., AWS, Azure, or GCP)
- Excellent verbal and written communication skills with a focus on customer empathy
Desirable
- Experience in the data analytics or product development domain
- Familiarity with tools such as JIRA, Postman, Zendesk and monitoring platforms
- Knowledge of BI tools like Tableau, Power BI, or similar platforms
What the job involves
- We are looking for a passionate and detail-oriented Customer Support Engineer to join our Customer Success team
- In this role, you will serve as the technical backbone of customer support, working closely with clients to solve complex issues and ensure an exceptional user experience
- Provide timely and effective support to customers via email, chat, and phone, addressing technical inquiries and resolving issues related to our data analytics and product development platforms
- Analyze and troubleshoot software issues, bugs, and configurations, escalating to engineering teams when necessary
- Investigate and reproduce technical issues reported by customers to identify root causes
- Proactively provide solutions or workarounds and communicate them clearly to the customer
- Become a product expert by deeply understanding the architecture, functionality, and best practices of our solutions
- Assist customers in API integration, data migrations, and custom implementations as needed
- Contribute to and maintain internal and external knowledge bases, including FAQs, troubleshooting guides, and training materials
- Provide feedback to product and engineering teams to enhance product usability and functionality
- Act as the voice of the customer within the company, identifying trends in issues to help shape product development priorities
- Collaborate with cross-functional teams to ensure customer success and satisfaction
Our take
As companies' data becomes increasingly complex, presenting that data to customers has become more and more difficult. Explo solves this problem by enabling companies to build clear and effective customer-facing dashboards.
Explo is a Y Combinator-backed startup that provides businesses with the tools they need to build business intelligence dashboards that can be embedded within websites and emails to customers. Since its initial launch, the company has garnered considerable attention from companies and investors alike. Explo serves innovators such as Supermove and Spekit, and in 2022 it raised $12M in Series A funding.
Since launching, Explo has quickly made its mark, thanks to the quality of its product. The company is doubling down on its success, with significant investments in expanding its offerings including the upcoming trial of a self-service solutions. This move is set to greatly expand its customer base and drive growth in the years ahead.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Aug 2022
$12m
SERIES A
Nov 2020
$2.3m
SEED
Total funding: $14.5m
Company benefits
- Full health care: We provide a range of fully-covered, competitive healthcare options
- Unlimited time off: We offer employees unlimited paid time off
- Free lunches: We provide a monthly stipend so you can enjoy lunches on us
- Team events: We frequently host team events, like dinners and colocations
Company HQ
Eureka Valley, San Francisco, CA
Leadership
Gary Lin
(Co-Founder & CEO)Interned at Amazon and Google before working as Head Teaching Assistant at Columbia. Then worked as a Forward Deployed Engineer and Enterprise Tech Lead at Palantir before co-founding Explo in 2019.
Andrew Chen
(Co-Founder & COO)Graduated from Columbia University with a B.S. in Financial Engineering and Economics. Previously worked as an Analytics Consultant at McKinsey.
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