Customer Success Engineer, OpsLevel
Internal developer portal for teams to own, operate, and understand their production infrastructure.
Job no longer available
Internal developer portal for teams to own, operate, and understand their production infrastructure.
21-100 employees
Job no longer available
21-100 employees
Company mission
To help engineering teams build, ship, and maintain software better than ever. We believe that developer portals are the linchpin to a successful developer experience.
Role
Who you are
- As such we’re looking for an agile person who can learn very quickly, change tack quickly, and be prepared for the job to evolve and change significantly over time. They’ll also need to ramp up quickly to understand our customers and our space in a lot of depth
- Previous experience working in customer support roles
- Direct experience working and communicating with customers directly over video calls, slack and/or email
- Experience working with technical teams and products
- Ability to do basic scripting and how to work with APIs
- Strong communication and presentation skills
- Able to effectively communicate and clarify the issues the customer is trying to solve so that engineering has the same understanding of the problem when their involvement becomes necessary
- You know and understand the business challenges we’re solving
What the job involves
- You will be working alongside our Customer Success team on helping a subset of OpsLevel customers integrate and roll out OpsLevel at their organization on a technical level
- As we continue to grow, we are looking for people interested in building systems and processes that scale, and are hoping you will bring your past experience and a desire to think critically about what works (and doesn’t work) as we build a customer support organization from the ground up
- Customer Success Engineering is a new and rapidly evolving function at the company, and we’ve got a lot to learn!
- Ongoing Success & Support - Working to ensure our customers see high adoption and usage of their OpsLevel account through regular calls and interactions in Slack and Email
- Product Feedback - Acting as the voice of the customer, relaying product feedback and requests to the product development team. Advocating for our customers’ needs. Introducing customers to new features and capabilities. Helping to facilitate avenues for product/customer partnerships
- Technical Support and Liaison - Answering technical questions independently or with the help of the engineering team when necessary. Becoming an expert on what’s coming on the roadmap and communicate back to customers when they can expect upcoming features
- OpsLevel Expert - You’ll be the first stop for customers to ask questions on how to accomplish tasks and within OpsLevel (helping them help their organization)
- Customer Training - Run through training sessions with customers on how to use OpsLevel, to help organize their service catalog, to build a service maturity rubric that fits their “golden path”, and to provide guidance on best practices
Application process
- What do I need to interview with OpsLevel?
- Not much! A working web camera, microphone, and (ideally) a quiet place with minimal background noise
Our take
New compound titles like DevOps, DevSecOps, and the rise of Shifting Left have developers involved in far more operational complexity than ever before. With developer talent relatively thin on the ground, burnout and high turnover is not one that employers can run. Nor can companies afford to have overworked developers compromising on software security. OpsLevel’s developer portal offers a suite of microservices designed to reduce the time developers spend on rote work, as well as simplifying and centralizing crucial operations.
The need for tools and platforms like this that help to rapidly build and scale software is increasingly crucial. So we’re seeing a lot of developer productivity tools crop up - and the market begin to swell to over $50B globally. This gives OpsLevel a lot of room to grow, even with giants like Amazon joining the scene.
OpsLevel’s founders bring a substantial amount of on-the-ground experience to their product, and have crafted a portal used by top-level customers like Duolingo, Hootsuite, and zapier. In a market that’s looking strong, it's holding its own - and growing fast.
Freddie
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (2 rounds)
Mar 2022
$15m
SERIES A
Nov 2020
$5m
SEED
Total funding: $20m
Company benefits
- Four weeks vacation for everyone and a culture that prioritizes family over work
- We give you $500 to have whatever you need to make your home office wonderful
- We host monthly remote team lunches, delivered right to you via UberEats
- We offer comprehensive benefits (health, dental, vision, paramedical) to all our employees on day one
- We give you room to grow. We’re a startup. It's all about figuring things out together and taking ownership
- Innovation doesn’t know hierarchy. We make sure everyone is heard, considered and respected
- Two weeks paid wellness days - Your well-being is important to us! If you don't feel well, the priority is to take time off to rest and recover
- Annual company offsite for some in-person team building and work sessions
Company HQ
Entertainment District, Toronto, ON
Leadership
Josh Laban
(CEO)Worked in software development for Amazon, before founding engineering services company EveryNine. Subsequently held a number of Senior Software Engineering roles at PagerDuty, and was an Associate and Mentor at Creative Destruction Lab.
Kenneth Rose
(CTO)Held various software development roles at Autodesk, SurfEasy, and PagerDuty, before moving on to serve as Software Lead at Shopify.
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