Nexla

Customer Success Engineer

Nexla

full-time

Posted on:

Location Type: Remote

Location: India

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Tech Stack

AirflowApacheLinuxMS SQL ServerMySQLOraclePostgresPythonSQLUnix

About the role

  • Perform deep technical investigations and solve complex issues reported by customers or proactively identified by Ops/L1 team
  • Take end-to-end ownership of customer cases, including initial troubleshooting, identification of root cause, and case resolution.
  • Provide troubleshooting support to Nexla customers via multiple channels (email, support tickets, slack, virtual meetings, etc.)
  • Help customers round the clock and should be willing to work in shifts in a 24x7 work environment.
  • Investigate incidents utilizing the Nexla environment, connectors, logs, and other troubleshooting tools.
  • Drive root cause analysis in close partnership across several Engineering teams.
  • Document any known or newly identified solutions in our knowledge base and share this knowledge across the team.
  • Use judgment and effective communication skills to compose timely Global Alerts and issue visibility correspondence to other field teams like Sales, Customer Success
  • Provide Support for product releases

Requirements

  • Experience: Minimum of 3+ years of relevant work experience in technical support or related fields.
  • Customer Advocacy: Strong dedication to customer satisfaction and advocacy.
  • Communication: Excellent written and verbal communication skills in English.
  • Problem-Solving: Highly developed, process-oriented skills for troubleshooting, problem-solving, and issue resolution.
  • Teamwork: Strong teamwork skills with a commitment to fostering a positive, ego-free workplace culture.
  • Adaptability: Ability to work in a fast-paced, highly collaborative, and global environment.
  • Analytical Skills: Excellent analytical abilities with strong attention to detail.
  • Technical Proficiency:
  • Basic ability to read and understand Python, and experience in analyzing Python errors and exceptions.
  • Intermediate to advanced experience with databases (SQL, Oracle, Postgres, MySQL, MS SQL Server).
  • Extensive experience and a solid understanding of REST APIs and various authentication mechanisms (OAuth2, SSO, token-based authentication).
  • Proficiency in quickly writing Python or shell scripts to assist in debugging or setting up alerts.
  • Good knowledge of data operations, especially with file formats such as CSV, XML, JSON, and Parquet.
  • Familiarity with Apache Airflow is an added advantage.
  • Operating Systems: Experience with multiple operating systems, including Windows and UNIX/Linux.
Benefits
  • Flexible working arrangements

Applicant Tracking System Keywords

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

Hard skills
PythonSQLOraclePostgresMySQLMS SQL ServerREST APIsOAuth2SSOApache Airflow
Soft skills
customer advocacycommunicationproblem-solvingteamworkadaptabilityanalytical skills