Solutions Engineering Manager, Heap
$120-200k
Salary is applicable to New York City-based candidates only
The new standard in product analytics
Job no longer available
The new standard in product analytics
201-500 employees
Job no longer available
$120-200k
Salary is applicable to New York City-based candidates only
201-500 employees
Company mission
Heap's mission is to build infrastructure to automatically capture customer interactions, make sense of them, and make them actionable for anyone. With Heap, organisations can remove technical jams and obtain a single comprehensive view of their customers.
Role
Who you are
- Experienced support engineer who has acted as a team lead or manager of a small highly technical team in a growth stage startup, OR as an IC has led a collaborative initiative with demonstrable team-wide results
- Experience in screening, interviewing, onboarding, and mentoring support engineers
- Proficient in HTML, CSS, JS, SQL, working with various APIs, front end, and browser debugging
- A passion for helping people
- Experience with common support software like Zendesk, Salesforce, Zapier, etc
- (Nice to have) Knowledge of the analytics market and data infrastructure
- (Nice to have) One year of in-depth technical expertise with the Heap platform and infrastructure
What the job involves
- We’re looking to hire an experienced Manager of Solutions Engineering to lead a team of Solutions Engineers in the US.
- Our customers use Heap to make important business decisions, and Heap's Solutions team is on the front line helping by answering their emails, debugging complex technical issues, and devising strategies to help our clients get the most out of our product.
- The Solutions team works closely with our Customer Success, Engineering, and Product teams to advocate for our customers.
- As a leader on this critical team, you will be a strong player-coach: mentoring, enabling, and clearing roadblocks for your team, while making a direct impact with Heap’s customers
- Form close relationships with our customers. Our customers will consider you part of their team
- Become more knowledgeable about analytics infrastructure than anyone else. You will have complete context about our product and become an expert in the larger analytics space
- Recruit, hire, and develop a team of deeply technical solutions engineers
- Ensure that our customers receive prompt and effective technical support that meets their needs and exceeds their expectations
- Collaborate with leadership to help define, prioritize, and document our strategy while maintaining processes to drive accountabilities to hit our strategic goals
- Communicate technical concepts clearly. You will convey sound data principles to a wide-range of audiences: product managers, marketers, data scientists, engineers and C-level executives
- Advocate for the best customer experience. Internally, you’ll serve as the voice of our customers when defining product requirements with engineers or helping marketers educate the world about analytics
- Constantly iterate on our processes. You’ll work cross-functionally and manage special projects internally to help Heap scale as well as leverage opportunities for proactive engagement
- Be an early warning system for customer and solution challenges
- Create an environment for employee engagement
- Be fully accountable for team and customer outcomes and individual development
- Assist with interpersonal and other personnel issues
- Empathize with teammates and customers
- Lead by example delivering the best customer experience and fostering an atmosphere where teammates can accelerate their skills and careers
- Within 30 days, you will:
- Understand Solutions Engineering operations
- Begin to become a product expert
- Triage and prioritize bugs and feature requests
- Act as internal liaison for our success, sales, marketing and engineering teams
- Within 60 days, you will:
- Understand Heap’s infrastructure
- Build custom dashboards for our customers
- Become a champion at soup-tasting -- you have a keen understanding of how our customers leverage Heap to deliver business outcomes
- Within 90 days, you will:
- Know Heap like the back of your hand
- Come up with clever workarounds to push Heap to the limits
- Handle customer escalations with ease; consistently delivering options that create customer loyalty and scale
- Have the ability to get tactical and hands on but coach the team to deliver solutions to the most challenging issues
- Be able to point to the line of code that is causing bugs and write your own scripts to make the team more efficient
Our take
Understanding which products and features to prioritise is crucial, given the many thousands of directions product teams in businesses could pursue. The world’s fastest-growing companies are all using product analytics to understand their customers, prioritise features, and increase the value of their products.
Heap brings innovation to product analytics. While Google Analytics is fine for calculating return on ad spend, SEO, and SEM, it cannot tell businesses what users do once they’re using their product – what they click on, which behaviors drive successful outcomes, which segments of users are associated with different activities, and so on.
Heap’s product analytics enables product teams at over 8,000 companies to measure and improve conversion rates, new user activation, product engagement and retention.
Steph
Company Specialist at Welcome to the Jungle
Insights
-15% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Dec 2021
$110m
SERIES D
Jul 2019
$55m
SERIES C
Total funding: $218.2m
Company benefits
- Virtual-First Lifestyle Stipend: $2,700 annual stipend to spend however you like: childcare, food delivery, wifi, phone bill, co-working space, music subscription, wellness, or anything else that helps with virtual work.
- Home Office Stipend: Get $1,000 to set up your home office.
- Medical, Dental, and Vision Insurance: Full suite of benefits: 95% coverage for employees and 70% coverage for dependents (U.S.), 100% coverage for employees and dependents (EMEA).
- Retirement: Match 100% employee contribution up to 1% of your salary (U.S.). 9% pension scheme (EMEA).
- Unlimited Vacation: We expect everyone to take 3 weeks off per year in addition to our monthly company Mental Escape (ME) days, when we all take time off together.
- Student Loan Contribution: $100 monthly contribution towards your student loans.
- Professional Development: $1,000 annual stipend to help fund your career growth.
- Treat Yo Self Day: Get $100 to take a day off work and “treat yo self” to some self-care.
- Parental leave: 12 weeks paid parental benefit for all parents (birthing, non-birthing, adopting, fostering), with a total 16 weeks for birthing parents (including 4 weeks of pregnancy disability).
Company HQ
Financial District, San Francisco, CA
Additional info
- Heap's engineering team is currently 40% remote and has been since the company's early days
Leadership
Ravi Parikh
(Board Member)Earned both a Master's and Bachelor's Degree in Computer Science at Stanford before founding Heap. He has since moved on to co-found Airplane.
Matin Movassate
(Chairman)Studied Computer Science at Stanford. Previously worked as a Product Manager at Facebook before founding Heap.
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