Customer Success Engineer

  • Remote job

Customer Success Engineer

Job description

Who we are

Our mission at Capacity is to help teams do their best work through our AI-powered support automation platform. Capacity provides everything you need to automate support and business processes in one powerful platform.

In order to help all teams do their best work, we need our Capacity team to be a reflection of the workforce. We believe that each individual voice, perspective and background brings inherent value to enhance our product, serve our customers and generate more ideas to solve complex problems.

It’s an exciting time to join Capacity. Our company is growing rapidly: we have experienced a 150% year-over-year revenue growth. Capacity has raised over $60 million dollars from individual investors, giving us the opportunity to make ambitious investments in our team and big bets on our future. Our total addressable market is infinite. Any company that relies on shared knowledge and bottomless documentation, desires data automation and reporting, or needs to streamline information and processes is an opportunity for Capacity to shine. By continuing to hire smart and humble teammates all over the country, we have the opportunity to see Capacity become a premier brand enterprise SaaS.

A small enthusiastic team with a big company payoff

The Customer Success Engineering (CSE) team is looking for an engineer with proficiency in a major programming language as well as the ability to interact effectively with technical and non-technical people. The CSE team sits within the wider Customer Success team at Capacity and works closely with clients to build solutions to business challenges. These engineers are integral in all that we do because they bridge the gap between development, troubleshooting, and customer needs. As a CSE team member, you will have the opportunity to own the software solutions that are deployed to and actively used by customers.

As a Customer Success Engineer you will…

  • Be the 4th engineer on a team that is continuing to grow because of its demonstrated value to the company

  • Solve dynamic challenges daily

  • Engineer software solutions by connecting our customer’s 3rd party applications with Capacity’s products

  • Triage issues, root cause failures, and facilitate fixes

  • Master knowledge of the Capacity platform with a balanced perspective of both end-users and engineers

  • Influence how the platform is used and developed


Within one month, you will...

  • Learn about our mission, our product, our value proposition, our customers, our team and our processes

  • Virtually meet each person on your team for a casual introductory call

  • Meet with your supervisor to discuss departmental KPIs

  • Work through your first API integration through our Dev Platform

  • Write JSON and Lua scripts

  • Become comfortable researching and understanding API documentation

  • Join team calls and become familiar with the Capacity cadences and communication


Within three months, you will...

  • Independently research solutions and bring your best ideas to the team for feedback

  • Build automations and conversation flows that serve our customers

  • Possess a deeper understanding of APIs

  • Be versed in API authentication methods (including OAuth, Basic Auth, Tokens, and SAML)


Within six months, you will

  • Have a heightened proficiency in creative solutioning and will make important contributions on approaches to solve the challenges our customers face.



Requirements

About You

You are an excited software engineer looking for a mix of building solutions and interacting with customers. You thrive in a flexible, fast-paced environment and strive to understand how all of the unique engineering components work together to meet our customer needs. You love learning new things, owning solutions, and enjoy working on a tight-knit team.

Qualifications

  • You are proficient in working with REST APIs

  • You are proficient in a major programming language

  • You can independently and creatively solve complex problems

  • You are willing to constantly deploy and iterate on your solutions

  • You look forward to brainstorming sessions, post-mortems and feedback sessions with multi-disciplinary teams

  • You have a willingness to learn on the job


Bonus if you have:

  • Experience with JavaScript

  • Experience with database technologies (SQL)

  • Experience with GraphQL


Interview Process (~4 HOURS)

You apply

[30 min] High level screen with Kate Bell, Talent Acquisition

[~2 hrs] At home API Challenge

[30 mins] Video call with CSE Manager, Psyche Southwell

[45 min] Interview with extended CS team

[30 min] Interview with David Karandish, founder and CEO of Capacity

References and offer!


Still unsure?

At Capacity we value more than just hard skills. Our goal is to build a holistic and diverse team. If you aren’t sure if you qualify, just apply! We will carefully consider your application and are always grateful for any time and effort invested in Capacity.


But wait, there’s more!

At Capacity we believe in more than just building amazing products and helping our customers. Although we are now a remote workforce, we remember the neighborhood where we started. We still strive to elevate our community by furthering access to education and careers in the tech space. Our sister company, Create A Loop, brings rigorous computer science courses to underserved communities with little to no access to formal computer science education. There are many opportunities for our Capacity team members to serve and educate our Create A Loop students throughout the year.

What is compensation like at Capacity?

  • We offer fully funded medical premiums for each full-time team member and their dependents.

  • Stock Options

  • Generous paid parental leave policy

  • Unlimited PTO requirements (minimum 2 weeks off)

  • 401K

  • Life/AD&D

  • Short Term Disability

  • Flexible work environment