Junior Customer Success Engineer

• Experience in a customer success area
• Experience in handling customer escalations
• Ability to troubleshoot complex customer issues familiarity with using Pantheon tools - is a plus
• Basic understanding of PHP or other script language, Composer, MySQL/MariaDB, Git, and the command line - is a plus
• Familiarity with troubleshooting advanced website configurations, such as WordPress Site Networks and decoupled architectures - nice to have
  
• Excellent communication, customer service and conflict resolution skills to help resolve customer concerns and defuse escalated situations
• Strong problem-solving and analytical skills to identify customer challenges and provide effective solutions.
• Proven track record of working collaboratively with cross-functional teams to achieve customer success.November 
  

Customer Success Engineer (Sr. CSE), your role drives customer satisfaction and success. Your solid relationship-building skills and extensive expertise enable you to establish trust and rapport with customers, ensuring their needs are met and exceeded.

One of your key strengths lies in your ability to effectively assess and analyse customer problems. You possess a deep understanding of when, how, and who to involve in the team to help solve complex issues. This allows you to provide timely and efficient solutions, minimising potential downtime or disruption for our customers.

The product you will be taking is the WebOps Platform for websites that deliver remarkable results.
Cloud-native software makes it easy to securely manage a single website or thousands of websites across multiple teams in one platform.

Candidate must be open to starting work from the beginning of November and a week of on-site training 

,[Resolve platform-related questions through live chat, tickets, and customer calls, Guide, mentor, and develop Customer Success Engineers to enhance their platform knowledge, Provide training and documentation for team members, Improve existing documentation to enable customer self-service, Hand on-call emergency tickets, Act as the primary communicator during incidents, Proactively identify and report potential issues, Lead technical calls with customers when necessary, Assist internal teams with their questions, Collaborate with Product & Engineering to advocate for process and platform improvements, Contribute to process improvements and workflows, Research and provide information for platform bugs and feature requests, Report and document well-researched solutions for advanced questions, Identify the need for additional tools, Participate in the CSE on-call rotation] Requirements: PHP, Script, WordPress, Analytical skills, MySQL, Git, Drupal Additionally: Sport subscription, Private healthcare, Flat structure.