Customer Success and Operations Engineer

You’ll spend time on the following:

• You will design, implement, deploy and maintain operational tools and procedures that support internal teams
• You will push TestGorilla to operational excellence by improving and automating complex operational flows
• You will structurally solve customer issues through root cause analysis, code error diagnosis, debugging, validating, and documenting
• You will partner with the Customer Success team to reduce overall resolution times, and improve team efficiency and quality of customer outcomes
• You will partner with the Product and Content development teams to build the next generation of TestGorilla tests
• You will be participating in production operations on-call rotations

Here's what we are looking for:

• You are inspired by our mission to put one billion people in dream jobs
• You are fully aligned with our values
• You have demonstrated the ability to detect and diagnose complex and critical technical issues effectively and efficiently
• You have deep software and product development knowledge and strong troubleshooting skills
• You are an organized self-starter with an ability to follow through on issues under minimal supervision
• You are comfortable in an ambiguous, ever-changing startup environment
• You are able to multi-task and quickly shift contexts if needed
• You are customer-obsessed
• You have strong database skills with the expertise to write and update SQL queries with ease
• You have the ability to learn and teach new technologies as required
• You have strong written and verbal communication skills. You can validate your decisions and communicate them clearly
• We typically expect candidates with at least 3 y. of experience in technical and/or operations support engineer positions OR 5 y. of experience as a software development engineer in a product development environment to have the skills mentioned above.