Customer Success Engineer, Algolia
More information about location
Site search and discovery powered by AI
Open for applications
Site search and discovery powered by AI
501-1000 employees
Open for applications
More information about location
501-1000 employees
Company mission
Algolia's mission is to change the way people interact with data.
Role
Who you are
- Functional knowledge of at least one programming language such as: JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python
- 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 prioritisation, and evaluation of situational urgency
- Travel to customers' locations may be required
Desirable
- Familiarity with iOS & Android platforms
- Experience supporting open-source projects & their GitHub communities
- Experience with Shopify, Magento, and Salesforce.com a plus
- French or Spanish speaking is a plus
What the job involves
- The Customer Success Engineer (CSE) serves as a designated technical contact and a trusted advisor to Algolia’s customers
- 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
- 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
- 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 support experience
- Work across the organisation 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 optimise the use of their environment
Salary benchmarks
Our take
While in-site searching has been available for some time from web search servers such as Google and Bing, its functionality is limited due to it relying on general web scraping techniques which can miss relevant information. By contrast Algolia indexes only the company's site, allowing its search to serve accurate results extremely swiftly, which helps to drive sales conversions aside from making sites far more usable. The efficacy of this solution can be seen from its customer base of over 10,000 companies including the likes of Slack, Zendesk and Lacoste.
To diversify and increase the product range, Algolia have expanded into other real-time APIs such as product recommendations available for eCommerce websites. With the company performing extremely well over the last few years, Algolia have recruited key senior executives to futher its growth. As the company continues to scale it seems likely that an IPO is not too distant a prospect.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
33% female employees
-3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jul 2021
$150m
SERIES D
Oct 2019
$110m
SERIES C
Total funding: $334m
Company benefits
- Health Insurance
- Mental Health Care
- Accidental Death & Dismemberment Insurance
- Dental Insurance
- Disability Insurance
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Life Insurance
Company values
- Grit - We thrive outside of our comfort zone, pushing ourselves to go ever further. We think long-term and constantly strive to be better, even if things don't always go as expected
- Trust - We trust each other just as we trust our users. We earn that trust by listening to each other, following through with our commitments and keeping our words
- Care - We want the best for our customers, community & colleagues. We go above and beyond to make sure they are happy
- Candor - We are open and honest. We give each other praise and criticism because we want to challenge each other and help one another grow
- Humility - We want our teammates to succeed as much as we do ourselves. We believe each team member is as important as the other and we approach each new challenge knowing that we may not have all the answer
Company HQ
Barron Park, Palo Alto, CA
Articles
Leadership
Bernadette Nixon
(CEO, not founder)Was previously CEO of Alfresco. Before that, was CRO at SDL and SVP & GM for OpenText
People progressing
Joined as an Account Executive. Promoted to Senior Account Executive after 1 year. They have been promoted to Director of Sales, Northern Europe.
Joined as an Enterprise Account Executive. Promoted to Director of Enterprise Sales after 2 years. Then promoted again to Head of Sales after 1 year. They are currently the Vice President of Sales for EMEA & APAC regions.
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