MONA

Customer Success Engineer

MONA

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

JavaScriptNext.jsNode.jsPythonReactSQLTypeScript

About the role

  • Serve as the primary point of contact for B2B customers, addressing technical inquiries related to our software.
  • Triage, diagnose, and resolve Tier 1 and Tier 2 support tickets, ensuring timely and effective solutions.
  • Collaborate closely with engineering and product teams to escalate complex issues.
  • Monitor system performance and proactively identify potential issues to minimize customer impact.
  • Develop and maintain documentation, including knowledge base articles and troubleshooting guides.
  • Assist customers in understanding and utilizing platform features, ensuring optimal user experience.

Requirements

  • Minimum of two years of experience in an engineering or technical support role within a B2B SaaS environment.
  • Proficiency in using testing and monitoring tools such as Postman, PostHog, CloudWatch, or similar.
  • Familiarity with web technologies including Next.js, React, Node.js, JavaScript/TypeScript, or similar.
  • Basic knowledge of SQL and scripting languages (e.g., Python, Bash) for data analysis and automation tasks.
  • Experience with support ticketing systems like Zendesk, Jira, or similar platforms.
Benefits
  • Professional development through courses, seminars, and certifications.
  • Annual tech allowance.
  • Health benefits.
  • Stock options.
  • Paid time off and vacations.
  • Fully remote work.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
B2B SaaSNext.jsReactNode.jsJavaScriptTypeScriptSQLPythonBash
Soft Skills
customer serviceproblem solvingcommunicationcollaborationdocumentation