Customer Success Engineer, Infrastructure

About the Role

Reporting into our Customer Success department, you will be responsible for helping our enterprise customers install, optimize, and use our commercial enterprise product offerings. There is a high focus on installation and infrastructure based issues. This will involve debugging over phone and video calls, analyzing log files, creatively satisfying the constraints of highly varied customer environments, and discussing thorny technical issues with our software development engineers.

Duties & Responsibilities:

• In collaboration with our Product Development team, give direct, in-depth support to customers installing, upgrading, and using our products
• Develop and maintain a deep understanding of the environments where Plotly customers deploy and use our products (on premise, AWS, Azure, GCP)
• Seek to understand customer needs and help them appropriately optimize the custom configuration of their Plotly Enterprise instances
• With the Engineering and Customer Success teams, develop ways to improve and streamline processes to help our customers quickly reach peak efficiency with our product
• Identify and communicate product and documentation improvements

Requirements

Technical skills

• Familiarity reading and understanding code in at least one programming language, such as Bash or Python
• 2+ years or more of Linux systems administration (bonus points for Red Hat Enterprise Linux) and general networking experience
• Basic understanding of client-server architecture in the context of web applications / a PaaS
• 2+ years of experience providing system-level customer support
• 1+ years of experience with Docker
• Preferred: familiarity with any of LDAP, SAML, Windows enterprise systems administration
• Familiarity with at least one public cloud environment and/or Kubernetes
• Nice to have: some experience with one or more of reliability, testing, automation, observability, and performance work

Professional skills

• Ability to communicate clearly and positively with clients of various skill levels and backgrounds
• Works well in an open and collaborative environment
• Can autonomously drive their own work
• A sincere belief in the importance of following and producing good documentation
• Comfort with troubleshooting problems with only indirect access to customer environments
• Nice to have: an understanding of service level agreements and how to make a product offering meet them