Sr. Customer Success Engineer

GRIN is looking for an advanced technical resource responsible for data changes, api integrations, and engineering enablement for increased velocity on solving customer product issues. The Senior Customer Success Engineer will help solve highly technical problems that our customers face when onboarding and scaling their influencer programs.

Our modern platform has deep integrations, intricate workflows, and requires data migrations, so your history of successfully training customers in complex technical applications will be extremely useful. You will also help improve the product by leveraging learnings through your technical support to create solutions while minimizing impact for the larger customer base.

What will you do?

• Advanced technical API integrations support and implementation - GRIN’s Customer API, Magento, SalesForce Commerce Cloud, Shopify, Woocommerce, API, Nylas, third-party plugins among others.
• Identify problem trends through advanced database analysis and take corrective measures with data changes.
• Drive deep relationships with GRIN’s customer for advanced technical escalations and customer engagements
• Work closely with Product and Engineering teams on identification and ownership of enhancement and bug requests as a customer advocate to influence the product roadmap and improvements
• Work closely with Support and Customer Success team members providing advanced solution technical expertise
• Work closely with internal stakeholders to ensure scheduled targets are met during product implementation, and escalated technical support issues
• Advocate for and teach best practices for GRIN's Influencer Marketing platform
• Understand and breakdown customer asks with an accurate timeline of possible implementation
• Triage and investigate Jira escalations from customer support teams to document and scale solutions
• Collaborate with product to assist and determine best/quickest solutions for product changes that include potential impact to user experience
• Design and document fixes for enhancements that takes in business, customer needs
• Enterprise Account alignment

Qualifications

What will you bring?

• 5+ years of previous experience in a post-sales, pre-sales, technical support engineering or similar roles for a technical SaaS company is required
• Experience with queries and change requests on relational databases like MySQL
• Experience with external customer API integrations and Integrated system communications though APIs
• Experience with writing and and extremely comfortable with reading PHP with Laravel and VUE.js familiarity a plus.
• Demonstrated ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapts to change, and is comfortable with high levels of ambiguity
• Well-organized self-starter with an excellent work ethic, attention to detail, and a desire to learn
• Strong listening skills with the demonstrated ability to ask effective questions, dive deep, understand the customer’s business priorities and anticipate the customer’s needs
• Ability to communicate technical solutions in a meaningful way for the benefit of internal teams and customer understanding
• Self-motivated team player who has fresh ideas when it comes to SaaS user adoption and customer churn mitigation
• Strong communication skills and business aptitude
• Experience with tools such as Zendesk and Jira for escalations and product requirements documentation