Grin, Inc.

Customer Success Engineer

Job Locations US | US-CA-Sacramento
ID
2020-1081
Category
Customer Success/Support
Type
Regular Full-Time

Overview

GRIN is the #1 influencer marketing software solution in the world. Focused on providing authenticity at scale, GRIN helps brands manage thousands of direct influencer relationships at a time, cutting out the “middleman” seen in legacy influencer networks. Advanced tools such as the world's largest database of influencers, automated email outreach and follow-up, campaign management, the industry’s leading influencer CRM, and deep analytics with sales tracking, power the influencer marketing programs of the fastest growing consumer brands in the world.

 

GRIN is looking for an experienced SaaS technical support expert to be our new Customer Success Engineer. As a CSE, you will help solve the more technical problems that our customers face when onboarding and scaling their influencer programs. Our modern platform has deep integrations, intricate workflows, and requires data migrations, so your history of successfully training customers in complex technical applications will be extremely useful.  You will help improve the product by leveraging learnings through your technical support. If you have ambitions to eventually become a software engineer, this role is a great opportunity to put your technical success skills to use while building engineering prowess.

 

GRIN is headquartered in Sacramento, CA, yet has a “Remote First” work policy, meaning remote, or work from home, is the default. Therefore this position is open to anyone in the United States who can work Sacramento core business hours. We will give preference to candidates on Pacific Standard Time. When it is safe to do so, we will get together as a team, so in these situations you are required to come into the office.

 

We are looking for this hire to start in Q1 2021. 

Responsibilities

What will you do?

  • Understand and breakdown customer asks with an accurate timeline of possible implementation
  • Advocate for and teach best practices for GRIN's Influencer Marketing platform
  • Work closely with internal stakeholders to ensure scheduled targets are met during product implementation, and escalated technical support issues
  • You will be the technical escalation in solving customer issues, and coordinating and prioritizing timely resolutions with our engineering team
  • Work closely with Product and Engineering teams as a customer advocate in influencing product roadmap and improvements
  • Manage and document customer technical escalations
  • Work closely with support and customer success team members providing advanced solution technical expertise.
  • Other responsibilities as assigned

Qualifications

Prior experience with SaaS technical support is a MUST

Critical thinking and problem solving skills

Thrive in a dynamic environment and possess improvisational skills

Basic knowledge of programming

Database (SQL) experience a plus

Experience with tools such as Zendesk and Jira

You possess a proven track record of driving successful technical administration and deployments with small, medium and large-sized enterprise companies with various key stakeholders

 

Any combination of equivalent experience and education that provides the required knowledge and abilities would qualify. A typical way to obtain the knowledge and abilities would be:

Education: Bachelor’s degree from an accredited four year college or university with major coursework in Computer Science, Computer Engineering, or related field.

Experience: Minimum of two or more years of experience in Product/SaaS Technical Support requited. Additionally, two or more years of basic programming/data manipulation is ideal.

 

 

Benefits:

- Competitive salary

- 16 days of PTO + 10 Sick Days + paid holidays

- Medical, Dental, and Vision insurance

- Home Office set up

- Employee Stock Option Program

- Paid Parental Leave

- 401k Program

- Professional Development Opportunities

- Tons of growth opportunity

…and much more!

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