Senior customer engineer

Company details

Description of the offer

At Instabase, we’re passionate about democratizing access to cutting-edge AI innovation to enable any organization to solve previously unsolvable unstructured data problems in their industry. With customers representing some of the largest and most complex organizations in the world, and investors like Greylock, Andreessen Horowitz, and Index Ventures, our market opportunity is near infinite.

Instabase offers a consumption-based pricing model where customers can pay only for what they use, aligning directly with the value our products deliver. It empowers our clients to explore our AI Hub platform features extensively, enabling them to uncover crucial business insights. This customer-centric model allows Instabase to glean insights from diverse use cases and behaviors, ensuring we deliver top-tier solutions that provide unmatched advantages for everyday business operations.

With offices in San Francisco, New York, London and Bengaluru, Instabase is a truly global company. We are people-first, and we’ve built a fearlessly experimental, endlessly curious, customer obsessed team who work together and help organizations around the world turn their unstructured data into insights instantly.

As a Senior Customer Engineer, you’ll be part of a small and passionate team devoted to solving complex, challenging issues. You’re the first person our customers will go to with requests — you’ll regularly troubleshoot/triage product/platform issues to ensure we’re delivering high value. This is a highly technical role: we’re looking for someone who wants to be hands-on with Python and deepen their working knowledge of Kubernetes. You’ll work across multiple cloud environments and continuously learn as a CE at Instabase. Come build with us!

What You’ll Do:

• Support our customers: Provide customer support and resolve technical issues through Zendesk tickets and live video calls using Zoom, Webex, or Teams.
• Be the product expert: excel at understanding and demonstrating our platform features
• Advise and instruct on the ecosystem of open source tools (python, spacy, pandas, sklearn, etc.) compatible with Instabase and how customers can use them
• Act as the first point of contact for our enterprise customers, providing critical product and architecture advice.
• Collaborates effectively with cross-functional teams (Engineering, PM, CEM, SE, etc.) to accomplish broader objectives. Demonstrates a strong understanding of Instabase processes for handling escalations, conducting incident reviews, and managing customer expectations.
• Define what support looks like at Instabase: as an early member of a growing team, you’ll impact how we work, what tools we use, how we interact with other groups, and be a mentor to others.
• A go-to person on the team for critical escalations. Can come up with a long-term solution instead of resolving per ticket/issue basis. Identify and build a process around the issue types for which the current steps are not working.
• Develop your technical skills: Proficient in Kubernetes and hands-on Python scripting.
• Proficient in cloud environments (Azure, AWS, GCP) as well as on-premise systems.
• Provides support by troubleshooting and replicating complex issues.
• Participate in the monthly on-call rotation schedule.

About You:

• 6+ years of experience in a support role within a SaaS company
• Python or similar scripting language expertise
• Kubernetes and/or strong cloud experience
• Strong desire to work with customers required
• Experience in working with enterprise platforms/tools in the capacity of product support
• Experience troubleshooting distributed components/services and log analysis
• Proven track record of success in a support environment
• Outstanding communication and customer relationship skills
• Strong grasp of enterprise user management and access control policies
• Prior experience with support processes and escalation management.

The base salary range for this role is $140,000 to $150,000 plus bonus and equity. The actual pay may vary based on factors such as location, experience and skills.

• Flexible PTO: Because life is better when you actually live it!
• Instabreak Fridays: Enjoy 6 company-wide Friday breaks scheduled throughout the year, giving you long weekends to relax and recharge!
• Comprehensive Coverage: Top-notch medical, dental, and vision insurance.
• 401(k) with Matching: We’ve got your back for a secure future.
• Parental Leave & Fertility Benefits: Supporting you in growing your family, your way.
• Therapy Sessions Covered: Mental health matters— 10 free sessions through Samata Health.
• Wellness Stipend: For gym memberships, fitness tech, or whatever keeps you thriving.
• Lunch on Us: Enjoy a lunch credit when you’re in the office.

#Li-Remote

Instabase is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.

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