Dgraph Labs is hiring a

Senior Customer Success Engineer

Full-Time
Remote
We are looking to expand our Global Customer Success Team with a new Senior Customer Success Engineer.

The Team:

The Customer Success Team at Dgraph is an extremely committed and hands-on technical team that operates 24x7 to help prospects and enterprise customers get the best from their Dgraph deployments. We put their success, satisfaction and experience at the very center of our daily activities, and we provide the following services in a unified customer journey from before to after the deal:

• Customer Support & Bug Verification
Pre-Sales Technical Support24x7
Reactive Technical Support
Onboardings & Proactive Customer Engagements
Remote and on-site Consulting & Training Services
Technical Account Management (TAM)

We are highly cooperative, united, and always strive to leave things better than we found them.

Your Duties & Responsibilities:

As a Senior Customer Success Engineer you can expect to:

Onboard customers
Provide reactive support to prospects and customers to help them troubleshoot Dgraph issues - via email, ticketing systems and phone
Contact prospects and customers proactively, participate in weekly, monthly or quarterly check-in calls with them and be their trusted Dgraph advisor
Provide remote or on-site hands-on consulting, which can include data model reviews, code reviews, sizing, migrations, creation of new deployments, upgrades, etc
Deliver remote or on-site technical trainings
Participate in Proof of Concept activities
Perform product tests and reproduce bugs
Interact with second-level engineering support to resolve the most challenging issues
Advocate to product management the needs of prospects and customers
Work closely with the sales and customer success team to:
  Go above-and-beyond to mitigate churn risks
  Expand and secure renewalsPromptly escalate issues internally when additional help is required
Work closely with Customer Success management on escalated issues
Be the internal technical go-to person w.r.t. a limited set of assigned accounts: you will be able to provide updates on their technical status, deadlines, next steps, level of satisfaction and risk of renewal

Please note that this role requires some off-hours and weekend duties (in shifts).

That’s a lot of responsibilities, but you don’t need to already be an expert on all of them. You will be working in a team with some very experienced folks. We are here to mentor you in the areas where you need it and help you excel on those where you rock.

Qualifications:

Ability to prioritize tasks
Ability to remain calm under stress
Excellent verbal and written English communication skills
Experience with ticketing systems like Jira Service Desk, Zendesk or similar
Advanced hands-on Linux experience
Experience in deploying/using cloud providers like AWS, Google Cloud or AzureExperience with Docker
and/or Kubernetes

The position in particular requires:

Outstanding team-player skills, which includes cooperating with others, helping others, sharing internally your  own knowledge, empathy, respect for everyone’s opinion, commitment to the team, flexibility, accountability, and positivity
Curiosity to learn and - when needed - openness to try something new

The following previous experiences are required:

Having worked in a customer facing role such as Senior Technical Support Engineer, Senior Consulting Engineer, Senior Pre-sales Engineer, Senior Solution Architect, etc
Advanced hands-on operational experience on SQL and/or NoSQL database technologies
Intermediate experience on at least one programming language like go, js, java, etc
Having been a member of highly-distributed, remote and multi-cultural teams 

The following are considered advantages:

Having been a team member of other SQL/NoSQL players
Having experience in the graph database industry
Experience using GraphQL
Knowledge or previous experience with Dgraph (including DQL!)
Previous active participation in an open source software community - we’d love you to share with us your GitHub username and/or your list of blog posts and/or reported bugs
Experience with the follow-the-sun support approach
Development backgroundKnowledge of a second language (e.g. German, French, Spanish, Italian, etc)

About Dgraph Labs

Dgraph Labs, home of Dgraph, the only native GraphQL database. Started by ex-Google engineers, our mission is to empower developers to build smarter apps with GraphQL and the world’s most advanced graph technology. With over 15,000 GitHub stars and more than 9 million downloads, Dgraph is the most popular open-source graph database on GitHub. 

Our customers range from global Fortune 500 companies to emerging startups, and powering use cases like customer 360, financial intelligence, recommendation engines, knowledge graph, social networks, and many more. We are headquartered in San Francisco with a distributed team across the globe. Dgraph is well-funded, with lead investors from Redpoint and Bain Capital.


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