Customer Success Engineer

Who We Are:

Nacelle was built for technology-forward merchants drawn to the benefits of a headless architecture but dissatisfied with the costs and complexity associated with adoption. Leaders at FTD.com, Boll & Branch, and Thinx use Nacelle to eliminate the typical maintenance costs and infrastructure complexities related to going headless while accelerating their time-to-market. Unlike traditional commerce solutions, our product is built on event-driven and elastic core technology optimized for flexibility, performance, and customization.

Nacelle is an early-stage, venture-backed, fully remote company. Recently closing our Series B round for $50m, our institutional investors include Tiger Global, Index Ventures, Inovia, and more. We also have raised from notable industry angels including leaders from Shopify Plus, Attentive, and Klaviyo.

The Role:

We are seeking an experienced Customer Success Engineer (CSE) to join as a founding member of the Customer Success Engineering team. In this role, you will be responsible for providing our customers with best-in-class technical support that enables our customers to focus on what they do best. You will work directly with customers and agency partners via live chat, ticket, and phone to troubleshoot and resolve their toughest technical challenges.

As a founding member of the Customer Success Engineering team, you will also help to build our internal and public-facing documentation, develop and refine workflows and automation for our team, and have a direct impact on both the customer experience and customer journey at Nacelle.

This role will report directly to the Sr. Manager of Customer Success Engineering and will work closely with the larger Customer Success, Solutions Architecture, Product, and Engineering teams.

What You Will Be Doing:

• Troubleshooting and debugging platform and customer-facing issues via live chat, ticket, phone, and/or Zoom
• Advocating internally on behalf of the customer for improvements to our platform and products
• Serving as a Point of Contact (POC) for incidents and escalations; ensuring customer awareness of critical information and timelines
• Creating and contributing to technical and non-technical documentation that will enable both our customers and our teams to self-serve
• Developing, improving, and refining automation, workflows, and processes that will improve the efficiency of our teams and enable them to better support our customers
• Mentoring new Customer Success Engineers; taking a leading role in their onboarding, training, and continuous development
• Building new and improving upon existing relationships with cross-functional teams
• Contributing to organizational and team-level OKRs (Objectives and Key Results) and goals

Skills & Qualifications:

• Excellent written and verbal communication skills
• Must be able to speak English fluently with customers for the successful operation of the CSE role
• Minimum of two (2) years prior experience in a Customer Support or Customer Success role
• Working knowledge of how to interact with and troubleshoot API access and endpoints (RESTful, GraphQL); experience using Insomnia, Postman, and/or Command Line (CLI)
• Self-motivated with the ability to determine priority both independently and as a part of a team with minimal oversight in a highly autonomous environment
• Experience working with technical and non-technical customers; capable of "reading the room" and adapting your communication style to match
• Proactive learner; willing to develop skills in JAM Stack technologies such as React and Vue

Nice to Have:

• Familiarity with JAM Stack frameworks such as Nuxt and Next
• Experience building and supporting front-end web applications
• Knowledge of and experience using Shopify and/or similar e-commerce platforms

Benefits & Perks:

• Competitive compensation packages
• Stock options
• Robust benefits packages which include medical, dental, vision, HSA/FSA, as well as employer-paid life insurance, and short/long-term disability
• 401(k) with an employer match
• Unlimited Mental Health Teledoc appointments
• Paid parental leave
• Unlimited PTO in addition to paid holidays and sick days
• Monthly wifi stipend
• Home office setup budget
• Annual Learning and Development stipend
• 100% Remote culture with a minimum of one company in-person retreat per year + team-specific retreats
• Company provided Macbook
• An environment that values and promotes continuous learning, true ownership, and teamwork

Nacelle is thoroughly committed to diversity, equity, and inclusion not only within our hiring practices but also our internal company culture. We are focused on continuing to build our company in a way that supports individuals from all backgrounds. We strive to promote a culture where all employees feel supported and valued.

Nacelle is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

Nacelle is committed to providing reasonable accommodations for qualified individuals with disabilities who may require additional assistance in engaging in our application and interview process. Please feel free to reach out to Nacelle's Talent Acquisition Team at TA@getnacelle.com if you need any assistance completing our application or need accommodations during your interview process.