Technical Product Specialist - Customer Success
SnapLogic, Inc. - San Mateo, CA

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This is a hands-on, technical engineering position dedicated to contributing our users' successful experience with SnapLogic.
  • Work in close relationship with the Engineering and Development teams, influencing future product features and help identify functionality to help increase product efficiency and effectiveness.
  • The role demands a strong technical background and highly motivated team player with excellent communication skills that can also thrive independently.
  • Work directly with customers, sales and sales engineering on high-priority customer-driven tasks.
  • Responsibilities:
    • Manage issues related to the installation, configuration, and operation of our products via phone, e-mail and direct end-user interaction within defined service level agreements (SLAs).
    • Collect details necessary to design and create reproducible cases for issues that require Engineering and/or Development team analysis.
    • Submit defect and enhancement requests on behalf of end-users.
    • Become a SnapLogic subject matter expert (SME)
    • Act in a development capacity on product, process and tool improvement projects.
    • Support (remotely) our Field team in troubleshooting network configuration and deployment issues at customers' sites
    • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment through a variety of mediums
    • Write and review technical knowledge base articles, solutions, FAQs, examples, and how-to guides for publication to customer and company knowledge systems.
    • Occasional on-call coverage for holidays/weekends for severity 1 Issues.
    • Occasional travel.
    This individual should be able to:
    • Drive customer satisfaction through programs like "voice of the customer"
    • Drive product usage and adoption
    • Be a customer advocate
    • Make sure customers take advantage of all the features
    • Ensure users are effective with the product
    • Completely committed to providing positive experiences for customers
    • Work closely with SnapLogic Product management and operations, Product development, QA , Account Managers and other customer/partner relationship owners for seamless execution of the solutions.
    • Work as an advisor on the product best practices for better supportability.
    • Proactively build tutorials, how-to's, features discovery, etc.
    • A good understanding of how to connect various systems and build integration flows.
    Qualifications: 5+ years technical experience with:
    • Java or Python
    • HTTP technology and principles, including REST principles
    • Good understanding of networking protocols and applications (TCP/IP, proxies, load balancing, firewalls, etc.)
    • Databases technologies and a working knowledge of SQL
    • In-depth familiarity of Linux (advanced user; sysadmin experience a bonus, but not required)
    • Proven interpersonal skills, working effectively with various levels of the organization, across many different functional areas
    • Excellent organizational skills (must be able to manage concurrent projects with different parts of the organization)
    • Self directed individual that continuously seeks out new challenges
    Why work at SnapLogic besides the awesome technology and team?
    • We provide a culture that encourages different perspectives and new ways of thinking toward a common, aligned goal and shared vision.
    • We have an open and respectable culture where you can make a difference and be recognized for a job well done instead of dealing with bureaucracy or politics.
    • We love to have fun!
    • We have weekly "Snappy Hours" every Fridays beginning at 4pm at our local pub or wine bar.
    • Free delicious lunch twice a week - and it's more than your average pizza.
    • Our gym membership allowance will help you break that sweat at one of the nearby gyms.
    • Friendly, low maintenance pets are generally welcomed
    • And, nerf gun battles are encouraged!
    Contact SnapLogic Interested candidates should send a resume to Tiffany Nguyen at tiffany@snaplogic.com .

    SnapLogic, Inc. - 2 years ago - save job