Customer Success Engineer - Segment United States

Company: Twilio

Overview

At Segment, we believe companies should be able to send their data wherever they want, whenever they want, with no fuss. Unfortunately, most product managers, analysts, and marketers spend too much time searching for the data they need, while engineers are stuck integrating the tools they want to use. Segment standardizes and streamlines data infrastructure with a single platform that collects, unifies, and sends data to hundreds of business tools with the flip of a switch. That way, our customers can focus on building amazing products and personalized messages for their customers, letting us take care of the complexities of processing their customer data reliably at scale. We’re in the running to power the entire customer data ecosystem, and we need the best people to take the market. 
 
Our goal is to make life easier for our customers and to leave them with the “wow” feeling of having solved their technical issues with ease.
 
We’re looking for a passionate engineer with customer facing experience, who loves helping people, solving problems, and wants to be a major factor in the success of our customers. This position is for someone who is technical and experienced in web development, but also wants to stay close to customers at a fast-moving startup.
 
Daily, you’re likely to interact with multiple languages, web frameworks, APIs, data warehouses, SQL queries, and more. One customer might be combining web data with iOS data, while another sends point of sale purchases through a Go backend to multiple analytics tools and a data warehouse. Every problem is unique, and in a normal day you might interact with dozens of languages, analytics and marketing tools, and third party APIs.
 
The main responsibility of a success engineer is to provide answers, share standard methodologies and solve technical issues that Segment customers are facing. Most customer interactions happen within Zendesk, with a few phone calls, in-person meetings, and Slack chats sprinkled in. Success Engineers also spend time improving documentation, building scalable resources and finding ways to more effectively and when possible proactively resolve customer questions.
 
You’d be joining a team of talented individuals that care deeply about Segment’s customers, partners, each other and the broader community. We judge ourselves on how well we serve each of those stakeholders. So if you enjoy working with smart people and helping to build a company that cares about quality, you’ve found the right place.

Responsibilities

  • Help customers utilize Segment’s API across many platforms (web, mobile, server) 
  • Maximize the value generated from the many destinations Segment supports
  • Maintain customer promises by keeping tickets updated
  • Utilize feedback to improve customer experience and debugging strategies 
  • Improve team efficiency by creating internal content and improving public documentation
  • Take our support tooling and analysis to the next level by building simulators and visualizations
  • Work closely with the product team and partners to improve customer satisfaction 
  • Become a guide on the code base and functionality of the Segment platform, libraries, and integrations. And help improve it!
  • Participate in an on-call rotation to support our Enterprise level customers with paid support plans

Requirements

  • Experience working with sophisticated clients on a technical product, bonus points if it was enterprise software in a related industry
  • Ability to effectively communicate technical concepts and identify patterns in customer experience
  • Solid client-side Javascript skills and experience working with APIs and server-side languages
  • Basic understanding of SQL, query-writing skills is a big asset
  • Strong commitment to learning the ins and outs of a complicated technical product
  • Ability to take part in an on-call rotation, requiring some availability outside of standard business hours

 

In accordance with applicable law, the following represents Twilio's reasonable estimate of the range of possible compensation for this role if hired in Colorado. Please note that this information is provided for those hired in Colorado only, and this role is open to candidates outside of Colorado as well. 

 

Salary: $77,360

 

Denver/Boulder Metro:

Tier 4 base salary range: $61,888 - $85,096

 

Additionally, this role is eligible to participate in Twilio's equity plan.

 

An overview of Twilio’s benefits offered is listed below:

 

Twilio is committed to delivering a comprehensive benefits program that provides support needed for you and your loved ones. It’s likely that you don’t think about benefits every day; however, they are an important component of your total compensation, and we want you to understand the options available to you so that you can make the most of your benefit dollars.  At the time of this posting, this role is eligible to participate in the following benefits, which Twilio reserves the right to modify at any time for any reason in accordance with applicable law:

 

Healthcare Insurance and Leave

  • Prescription Drug
  • Dental
  • Vision 
  • Flexible Spending and Health Savings Accounts
  • Leave programs for all of life’s moments: maternity, parental/bonding, as well medical leave to care for yourself or a loved one

 

Financial Benefits

  • Short and Long Term Disability Insurance
  • Life and Accidental Death & Dismemberment Insurance
  • 401(k) Retirement Savings Plan with a match

 

Reimbursement Programs & Stipends

  • $65 per month work-from-home stipend
  • Up to $50 per month for wellness expenses and activities
  • Up to $30 per month to use towards books/eBooks
 

We encourage you to apply if this role excites you - even if you think you may not meet all of the qualifications. At Segment, we live by four values: karma, drive, tribe, and focus. We are always looking for outstanding individuals with diverse backgrounds and perspectives who embody these values. To learn more about life at Segment and our commitment to diversity, equity, and inclusion, visit our LinkedIn page. We’re excited to meet you!



Segment is an equal opportunity employer. We believe that everyone should receive equal consideration and treatment in all terms and conditions of employment regardless of sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, gender identity, gender expression, race, color, religion, creed, national origin, ancestry, age (over 40), physical disability, mental disability, medical condition, genetic information, marital status, domestic partner status, military or veteran status, height, weight, AIDS/HIV status, and any other protected category under federal, state or local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

#LI-Remote- Florida, Georgia, Illinois, Louisiana, Maryland, Massachusetts, Nevada, New Jersey, New York, North Carolina, Oregon, Philadelphia, Tennessee, Texas, Utah, Washington 

Important COVID-19 Guidance (For candidates applying to roles in the United States):

To comply with Executive Order 14042, all Twilio employees working in the U.S. are required to submit proof of vaccination for COVID-19 unless they qualify for a medical or religious accommodation / exemption. Employees onboarded after January 4, 2022 must submit proof of vaccination or receive approval for an exemption prior to their Twilio start date.   

Vacancy page : https://boards.greenhouse.io/twilio/jobs/3617704