Customer Success Engineer

Description At Eppo, we are building the future of experimentation, so that every company can have an entrepreneurial, customer-oriented culture. We believe that AB experiments uniquely put customers at the center of product decisions instead of political processes. Our next-gen platform allows companies to 10x their volume of AB experiments by embracing the full technical rigor of engineering and statistics while focusing intensely on the evangelism of results and accessibility to business users. We are built for the modern cloud infrastructure, with easy integrations and an emphasis on privacy and security. Our team is made up of veteran product builders from Airbnb, Slack, and Snowflake, and our product is powering experimentation at some of the top companies around the world. We’ve raised over $19M in Seed and Series A funding backed by top-tier venture firms like Menlo VC and Amplify Partners.

Responsibilities

• Become an Eppo expert and handle top-level technical customer escalations
• Represent the customer voice as a member of cross-functional bug prioritization meetings with the Product, Engineering, and Design teams
• Troubleshoot complex technical customer issues via phone, e-mail, chat, and virtual meetings
• Contribute to Eppo Help Site documentation and the knowledge base
• Partner with Engineering and Product to lead strategic initiatives focused on customer experience and product improvement
• Act as a technical advisor in key customer conversations with Pre-Sales, Sales, and CSM teams to prevent customer churn and further other customer adoption initiatives
• Advocate for customers internally by frequently providing customer feedback to the product team
• Occasionally (less than 5%) visit customers to consult on challenging technical issues and projects with Eppo

Requirements

• Experience in a customer-facing technical support role
• Strong knowledge of SQL and web-based technologies

Preferred Qualifications

• Experience working in the data and analytics space, especially in a technical support environment
• Foundational knowledge of statistics and experimentation

Benefits

• Competitive salary and early team equity
• Top of the line health, dental, and vision insurance
• New laptop/equipment of your choice and whatever else you need to be productive
• Compensation for learning materials, tools, and resources to help you learn and grow