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Customer Success Engineer / Onboarding Engineer

Customer Success Engineer / Onboarding Engineer

We put an extraordinary amount of effort and love into building the best automation platform for mobile developers. We’re looking for Customer Success Engineer / Onboarding Engineer who can apply that same vision and thoughtfulness to the communication with the members of our community in the early stages of signing up and when asking for support. All this with the purpose of increasing customer satisfaction and their level of commitment to Bitrise.

Responsibilities

  • Guiding newly signed up, (primarily) key customers through the setup and build process to ensure they have a seamless experience
  • Diagnose and troubleshoot technical issues
  • Take ownership of customer issues reported and see problems through to resolution
  • Properly escalate unresolved issues to appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Prioritize and manage several open issues at one time
  • Ask customers targeted questions to quickly understand the root of the problem
  • Document troubleshooting and problem resolution steps

On typical days, you’ll

  • Guide customers using various technologies through our build process in the form of screen sharing and technical how-to demonstrations
  • Be in regular contact with sales and marketing teams to ensure successful onboarding is complemented with initiatives to convert users to new paying customers
  • Communicate with clients from around the world within our business hours and help them solve issues that arise during the build process
  • Analyze build logs to determine root cause and guide users through to resolution
  • Escalate high complexity issues or system issues to our development team

You must have

  • Flawless written English
  • Excellent problem-solving and communication skills
  • Ability to diagnose and troubleshoot basic technical issues
  • Ability to provide step-by-step technical help, both written and verbal
  • Big plus if you have experience in:
    • Technical support role
    • Test automation engineer role
    • Log analysis role
    • Managing and maintaining build environments

 

Thank you for sharing or sending CV to gabor.sipos@bitrise.io!