Solution Architect, Helpshift
Mobile customer service platform
Job no longer available
Mobile customer service platform
101-200 employees
Job no longer available
101-200 employees
Company mission
To enable mobile apps to improve customer experience, drive higher ratings, and increase retention.
Role
Who you are
- You have a minimum of 3 years of SaaS experience in a specialization such as consulting services, technical pre-sales or technical project management
- Proven experience translating ambiguous customer requirements into actionable technical solutions
- You are proficient with any of: Python, Go, C#, Node.js, Powershell
- You are proficient with deploying cloud solutions on AWS or Azure (preferred)
- You are familiar with technical SaaS concepts such as SDKs, APIs and cloud computing
- You are exceptionally organized and a project manager at heart
- Understanding of Object Oriented Programming concepts
- You value performing tasks as efficiently as possible and you dislike seeing mistakes repeated
- You have excellent communication skills and are comfortable leading meetings with customer executives and analysts alike
- You are proficient in the entire G-Suite and can perform data analysis tasks including generating pivot tables and writing complex formulas in Sheets/Excel
- You are curious about complex systems and a natural problem solver
- Bonus points for previous experience in a support role or call center
- Build rapport with customers as a consultative seller
- Visual Storytelling – Use visual narratives to share a lot of information in a short amount of time
What the job involves
- Developing Infrastructure-as-Code (IaC) using Terraform, CDK, or Pulumi
- Developing CI/CD pipelines for Cloud Deployments
- Developing custom automation (Lambda Functions/ Azure functions)
- Efficient with programming languages (Python, JavaScript, bash, powershell, C#)
- Managing code repositories and performing peer code reviews
- Ability to maintain the code hygiene and writing test cases for the solutions
- Mentoring and training engineers
- Manages Implementation partners
- Assist with proof of concepts for strategic and enterprise customers
- Work side-by-side with customers to design, build, and deploy complex integrations
- Establish partnerships and strategic relationships with contacts at our biggest brands
- Time management is critical and should be able to manage multiple tasks/projects simultaneously
- Analyze and audit existing Helpshift implementations for the purpose of making improvements
- Become an expert at using Helpshift’s administrative tools which include a suite of AI products, bots, and other mission-critical support functions
- Work collaboratively with Customer Success Managers, other Services teams, and Sales to ensure customers’ overall success with the product
- Continually optimize the overall onboarding process with improvements to documentation, trainings, and other customer-facing content
- Occasional travel to client site or other offices (up to 25%)
Our take
Companies are aware it is much more expensive to acquire new customers than retain existing ones. A customer is four times more likely to move to a competitor as a result of poor customer service, compared to the issue being price or product related. So it is of no surprise that organizations continue to channel more resources into customer experience innovations.
HelpShift is one of those innovations. It is a mobile-first customer support platform that enables businesses to establish a personalized service with clients by leveraging artificial intelligence, automation and messaging.
The company has experienced impressive growth in the mobile gaming industry, as gaming companies focus on engaging with and retaining their players. It delivers in-app help to hundreds of brands. Including market-leaders such as Zynga, Viacom, Microsoft and Playrix. It is installed on over two billion devices worldwide. In 2021, HelpShift announced an integration with Discord, a popular hangout platform in the gaming community. They also became a Unity Verified Solutions Partner, a community of game publishers.
The company has excellent traction but the market is packed with competition from the likes of Zendesk, HelpScout, Freshdesk, and others.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2019
$15m
SERIES C
Nov 2016
$2m
SERIES B
Total funding: $53.2m
Company benefits
- You’ll enjoy full health coverage and we contribute towards your family’s coverage
- We are committed to helping our employees develop and grow, making learning and development funding and resources readily available
- Contributing to our community is part of who we are. With regular opportunities to volunteer, we ensure that our impact will be felt across the community
- We offer generous PTO to provide employees with the time necessary to rest and rejuvenate. Just as important, we offer paid parental leave
Company HQ
Financial District, San Francisco, CA
Leadership
Abinash Tripathy
(Chairman)Former Advisor at Hubilo Virtual and Postman and Managing Director at Yahoo. Founder of Infinitely Beta.
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