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Customer Success Engineer

Customer Success | Denver, CO | Full Time

Job Description

Integration. It’s that pesky part of building a product that no organization actually wants to do. (And who can blame them? It’s not easy). To us, integration is bigger than just a connection. Integration is about moving data, powering transactions, connecting mobile apps, and thousands of other functions. We want our customers to THINK bigger than the brittle connections that hold their products back. REFOCUS their team on the things they care about. And BUILD features that their customers will love. With Cloud Elements, companies can INTEGRATE to the ecosystem of applications that their customers and partners rely on every day.

We are the world’s fastest growing integration vendor ever, and we’re looking for talented, creative problem solvers who are driven and passionate to join our rapidly expanding team! Headquartered in Denver, minutes from the beautiful Rocky Mountains!

At Cloud Elements our customers experience and making them successful is one of our most important tasks. Given that our customers pay us over time customer satisfaction, retention and growth are keys to our longevity.  In this role you will be a major contributor on the Customer Success Team understanding the technical details of the product, the user features, and the use cases of our customers.   

This is a unique opportunity for a highly technical and driven professional that is passionate about making customers happy, solving problems, and delivering high quality innovative solutions.  You will be spending most of your time talking with customers and delivering solutions to help them integrate our products seamlessly and managing our support portal.

What you will do as a Customer Success Engineer at Cloud Elements:

  • Work within our Support Portal (Zendesk) and maintain key metrics including: initial response time and ticket creation to resolution time

  • Work to troubleshoot problems in real-time, interacting with customers (through phone calls and screen shares) as well as internal resources to deliver maximum customer satisfaction

  • You will use your Java and JavaScript programming skills to help our customers find the maximum value in their Cloud Elements solution.  

  • You will have a strong knowledge of APIs and Web Services including REST, SOAP and XML

  • Identify, verify, and reproduce difficult to solve customer problems that may come from multiple sources and work through those issues to resolution with the appropriate team

  • Help build out our support portal by creating Knowledge Base documentation, sample code, etc.

  • Brainstorm and implement ways to streamline our processes to keep our support structure fast and adaptable

  • Review requirements and technical design documents to provide timely and meaningful feedback to our Customer Success Architects for custom work

  • Create detailed, comprehensive and well-structured test plans and test cases for those projects where you serve as the testing resource

  • Develop tools and processes to improve the quality, efficiency and overall satisfaction of our customers!

  • Provide training to customers on our platform and work to improve customer experience.

  • Estimate, prioritize, plan, and coordinate testing activities with Delivery Engineers & Delivery Managers

  • Identify, record, document and track bugs to resolution

  • Perform thorough regression testing when bugs are resolved

  • Willing to do black box manual testing but highly motivated to script automated test suites

  • Coordinate testing with other team members, internal users and customers during UAT

  • Work in a collaborative team, awesome location, and have the opportunity to make a huge impact on how we keep customers happy!

What we are looking for:

  • BS/MS in Computer Science or equivalent technical program

  • Knowledge of SaaS, IaaS industry, API development and Cloud companies

  • Adept at reading and understanding API Documentation

  • Outstanding customer service skills and business acumen

  • Passionate about troubleshooting and root cause analysis

  • Self-motivation and excellent problem-solving skills

  • Strong ability to influence and inspire others

  • Ability to communicate with technical and non-technical individuals and translate when needed

  • A drive to improve, both personally and professionally

What we can offer you:

  • Challenging work with leading edge technology
  • Career growth
  • Benefits - Equity, Medical, dental, 401k, flex time off
  • Education and training opportunities, team referral bonuses, catered lunches, powder days, summer hikes, the list goes on!
  • Office locations: We have offices in Denver, Dallas, and Seattle.  You may also work occasionally from your home office!

We'd love to hear from you! Please upload your resume and share with us why you think you'd be the perfect fit for our team! Cloud Elements celebrates diversity, we are an equal opportunity employer!