Customer Success Engineer, Algolia

• Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
• A Curious and Solutions-oriented mindset
• Functional knowledge of Javascript
• Experience with REST API, database management, and web development technologies
• Experience delivering technical workshops of various nature (training, knowledge transfer, implementation, code review)
• Proficiency in communicating complex technical issues to both technical and non-technical audiences via phone and email channels
• Excellence in time management, task prioritization, and evaluation of situational urgency
• Willingness to travel to customers' locations if required
• GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment
• TRUST - Willingness to trust our co-workers and to take ownership
• CANDOR - Ability to receive and give constructive feedback
• CARE - Genuine care about other team members, our clients and the decisions we make in the company
• HUMILITY - Aptitude for learning from others, putting ego aside

Desirable

• 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 areas, such as:
• Value Realization
• Ad-hoc service delivery
• Workshops delivery
• Enablement
• Providing technical guidance for long term engagement customers
• 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 to 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 Customer Success Managers to ensure a customer’s long term health through a world-class technical advisory experience
• Work across the organization 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 optimize the use of their environment