Customer Success Engineer

November 25, 2023
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Job Description

At Eppo, we are building the future of experimentation, so that every company can have an entrepreneurial, customer oriented culture. We believe that AB experiments uniquely put customers at the center of product decisions instead of political processes.


Our next-gen platform allows companies to 10x their volume of AB experiments by embracing the full technical rigor of engineering and statistics while focusing intensely on the evangelism of results and accessibility to business users. We are built for the modern cloud infrastructure, with easy integrations and an emphasis on privacy and security.


Our team is made up of veteran product builders from Airbnb, Slack, and Snowflake, and our product is powering experimentation at some of top companies around the world. We’ve raised over $19M in Seed and Series A funding backed by top-tier venture firms like Menlo VC and Amplify Partners.


Watch a demo of Eppo on our homepage, read more on our blog, or check out our about us page to learn more about who we are!

About the Role

We’re hiring a Customer Success Engineer to work closely with our Customer Success team and support customers in their experimentation journey. You will be responsible for for handling complex technical issues and owning customer escalations. You will deliver value to our customers by driving down bug backlog with Engineering and representing the voice of the customer in prioritization meetings. If you’re a customer champion, passionate about solving problems and leading strategic initiatives to enhance the customer experience – you’ll bring tremendous value to our customers and team.

What you’ll do as a Customer Success Engineer:

  • Become an Eppo expert and handle top-level technical customer escalations

  • Represent the customer voice as a member of cross-functional bug prioritization meetings with the Product, Engineering, and Design teams

  • Troubleshoot complex technical customer issues via phone, e-mail, chat, and virtual meetings

  • Contribute to Eppo Help Site documentation and the knowledge base

  • Partner with Engineering and Product to lead strategic initiatives focused on customer experience and product improvement

  • Act as a technical advisor in key customer conversations with Pre-Sales, Sales, and CSM teams to prevent customer churn and further other customer adoption initiatives

  • Advocate for customers internally by frequently providing customer feedback to the product team

  • Occasionally (less than 5%) visit customers to consult on challenging technical issues and projects with Eppo


What you’ll bring to the team:

  • Experience in a customer-facing technical support role

  • Strong knowledge of SQL and web-based technologies – you should be very comfortable navigating data in SQL and working with modern front-end and analytics technologies like CSS, JavaScript, Python, and/or R

  • Track record of managing complex technical customer escalations including customer and internal stakeholder communication

  • Proven ability to multi-task (since you could be managing one or more customer escalations!)

  • Bonus: Experience working in the data and analytics space, especially in a technical support environment

  • Bonus: Foundational knowledge of statistics and experimentation

  • Competitive salary and early team equity. The estimated salary range for this role is $93,000-$130,000, depending on experience.

  • Top of the line health, dental, and vision insurance

  • New laptop/equipment of your choice and whatever else you need to be productive

  • Compensation for learning materials, tools, and resources to help you learn and grow