Customer Success Engineer

  • Paris, Lyon, Bruxelles
  • Full-Time
  • Start Date: 09 January 2023
  • Apply Now

About

At Koyeb, our mission is to provide the fastest way to run APIs, full-stack apps, and event-driven workloads around the world with high performance and a developer-centric experience. We aim to dramatically reduce deployment time and operational complexity by removing server and infrastructure management for businesses and developers.

We are a team of 9 product-minded people obsessed with making developers' lives easier with a next-generation cloud platform.

We announced the Koyeb platform public preview in May 2022 and have built a community of over 15,000 developers worldwide.

We are focused on a developer-led approach, our acquisition is purely organic, and developer adoption is crucial to the success of our mission.

As a fully-remote distributed team, we hire all-around Europe and have offices in Paris & Lyon, France. We offer attractive compensation with equity.

We are funded by top-tier investors and have plenty of runway to build a tremendous experience for developers.

Job Description

We are looking for our first customer success engineer to help our growing developer community adopt the product, become power users, and transform into happy customers.

Our thing is making developers’ lives easier with the fastest way to deploy applications globally. The Koyeb Serverless Platform is completely managed: we take code, build it into containers, and run it inside of MicroVMs distributed across multiple continents.

We have built a developer community of over 25,000 members and are serving businesses all around the world. This is just the beginning and we’re growing super fast.

If this sounds interesting, keep reading!

What you’ll be doing

As a Customer Success Engineer, you will be working with our customers to onboard them on the Koyeb platform and ensure they have a successful experience. This is central to the users’ experience, you will be the first contact point, and this is critical to our growth.

This job is focused on helping our users, who are developers, adopt the product and quickly deploy their production applications on the Koyeb platform.

You will be working with developers working in a large variety of languages, from Node.js to Rust, deploying native code or Docker containers in a wide variety of scenarios. You will constantly interact with all members of the team, both on the engineering and product side, to provide the best experience to our users.

You will:

  • Provide onboarding and ongoing support to Koyeb customers via different channels including our support platform, our community platform, and Slack
  • Deliver compelling product demonstrations
  • Work with developers and businesses to ensure they understand the Koyeb platform and can use it effectively
  • Write relevant public documentation to help in self-onboarding and reduce support requests
  • Create standardized responses and processes to common issues
  • Help users troubleshoot deployment failures from build problems to production issues
  • Monitor customer usage and provide proactive support to ensure customers are getting the most out of the Koyeb platform
  • Introduce the right people from the Koyeb team at the right time
  • Identify platform bugs and common user-related issues

You will be the first engineer in our customer success team. You will be working daily with, Yann and Edouard, our co-founders who are currently handling Customer Success.

You’ll succeed if you:

  1. Increase product adoption through proactive and reactive support
  2. Improve our customer success practice to improve customer experience
  3. Own inbound requests and reply to users in a timely fashion to ensure satisfaction
  4. Improve customer experience and product quality through user feedback
  5. Help us identify ICP, fight fraud and abuse on the platform

You

As a general rule, if you join us, independent of the position, you should be comfortable with the following description of yourself. You:

  • have an international mindset and think global
  • are looking for a fast-paced environment
  • are ambitious and believe small teams can have a huge impact
  • are data-driven, you know decisions are more meaningful if they are based on data
  • are working as a team member
  • are autonomous and structured, are able and willing to write specifications/plans before implementing/executing
  • are striving for continuous improvement and learning

More specifically, you:

  • have experience in customer support or success engineering
  • have technical expertise and the ability to troubleshoot technical issues
  • have excellent written and verbal communication skills
  • have experience with customer training and documentation creation
  • can work collaboratively with cross-functional teams
  • have a bachelor's degree in Computer Science, a related field, or equivalent experience
  • have excellent customer service and problem-solving skills
  • are highly organized and detail-oriented

Our stack and technologies

How we work

This is a fully-remote full-time position - with the option to work from our main office in Paris, France, or in a co-working space near you.

We hire everywhere in Europe for this position and you should be less than 2500 kms/5 hours away from Paris, France as we meet once a month there for an event we - super originally - call “Everyone in Paris”.

We believe being able to meet once a month is a strong advantage to improve communication and brainstorming.

Contract-wise:

  • If you’re located in France, we provide standard full-time contracts with full-health coverage and standard benefits.
  • If you’re located in another country, we will start with a 4 months contract and onboard you after that as a full-time employee with deel.com - we just need some time to understand your local regulation.

We’re looking for an experienced customer success engineer (IC10) and the salary is between €56k and €71k, plus equity. This is the gross salary for France - for team members who are based outside of France, gross salaries are adjusted using the total cost as an employer, click here to learn more.

Some context about Koyeb:

  • We’re a really small team, currently 9 and probably less than 16 (in the whole company) when you will be joining. We’re composed of 90% of technical people and the resulting 10% catch the technical side.
  • We’re building a product used by developers and are interacting daily with our developers’ community - which are our users.
  • All our communications, internal and public, are in English. We are a global company, currently headquartered in France, Europe.
  • We’re prioritizing work that has a direct impact on user experience and expect you to think first about impact. Our long-term mission doesn’t change, but you need to be willing to work on a short-term roadmap evolving quickly depending on user feedback.
  • We’re an early-stage and full remote company. This is a demanding job that requires a high degree of autonomy and the ability to work asynchronously.

If these look like challenges you’d like to work on, continue scrolling

How we hire

We ask you to send us “something interesting” via the standard application form. Here are some guidelines on what we think is interesting:

  • Please explain why you would like to join us, a resume without any explanation is rarely interesting. This is sometimes called a cover letter but just think about it as if you would send an e-mail and explain why you think we should talk. A dozen of lines are sufficient.
  • An up-to-date LinkedIn/equivalent profile or resume is needed. We need it to have a quick overview of what you’ve done.
  • Open source projects you’ve worked on.

What we need to understand is how what you've worked on is relevant to what we’re building here at Koyeb. We don’t pay extensive attention to a standardized format and what the theory says but keep in mind that good written communication skills are crucial to working at Koyeb.

If we believe we could work together, Julia, our talent partner, will reach out to schedule a first 30 minutes call to make sure this could be a match.

If this looks good, we will continue with a 1h call to discuss your experience, ask a few questions about your computer science culture and Linux systems knowledge to have a global feeling of what you already know.

The third step is a customer success oriented discussion.

The whole process should take about two weeks.

Additional Information

  • Contract Type: Full-Time
  • Start Date: 09 January 2023
  • Location: Paris, Lyon, Bruxelles
  • Education Level: Bachelor's Degree
  • Experience: > 3 years
  • Possible full remote