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Customer Success Engineer

– Accepting applications

Customer Success Engineer

at SourceClear


About Us:

Modern software development depends on using third-party open-source code. Open-source libraries have vulnerabilities and some are actually malware.

SourceClear gives you real-time information about the risks associated with open-source code. It provides visibility into the vulnerabilities in the code and allows you to define and control organizational security policies. With SourceClear you scan your code and find vulnerabilities quickly. The Threat Intelligence Center gives you access to the most accurate and complete date of verified public and private vulnerabilities. We believe that application security should not impair innovation or slow you down. SourceClear helps you use open-source safely.


The Role:


We are looking for an experienced Customer Success Engineer who is highly motivated, self-directed and has a desire to work in the security industry at a fast growing startup. This individual must think strategically and act tactically across three distinct functions; Customer Support, post sales Customer Success, and training & documentation. You will help define our team’s tools and processes to support customers, articulate technical concepts to drive adoption and continuously improve online/offline training materials. This individual will be technologically-savvy, love to problem solve and be skilled at streamlining complex issues into actionable plans.  


You will (Responsibilities):


  • Take end-to-end ownership of issues, including troubleshooting, identification of root cause, issue resolution and issue escalation where relevant

  • Influence the direction of the SourceClear product through daily communication with our customers and consistent collaboration with our Product team

  • Support customers throughout implementation and ensure streamlined setup with the platform

  • Understand customer use case and advise on best practices with regard to Continuous Integration and modern Developer Tools

  • Proactively drive new and existing customers through an adopt, expand and renew customer lifecycle

  • Exceed expectations on response quality, timeliness of responses, and overall customer experience

  • Create knowledge base materials dedicated towards operational efficiency while empowering and enabling the greater support community

  • Work with the Customer Success Manager & Sales team on scheduling & managing a busy onboarding pipeline

  • Maintain high CSAT and NPS ratings with Customers


Our ideal candidate has:

  • 5+ years of prior experience in Technical Support/Services related role and/or technical account management

  • Passionate about the opportunity to define customer support and implementation from the ground up

  • Demonstrated analysis, problem solving and troubleshooting expertise

  • A passion for learning new and modern technologies

  • Ability to effectively prioritize and escalate customer issues as required

  • Excellent written communication skills with the ability to explain complex topics in easily understood, concise language

  • Eager to advocate for the customer through identifying and reporting bugs

  • Solid foundational knowledge of programming

  • Familiarity with github and markdown

  • Familiarity with the security industry a plus

  • Excellent customer facing skills and interest in working with customers

What we can offer - Benefits & Perks:


  • We work from an office in the heart of San Francisco. People sit around the kitchen table and talk. An energized, collaborative environment.

  • We’ll get the very best equipment available so you can do your very best work. MacBook Pro Retina? Check. Two monitors? Check. Everyone gets noise-cancelling headphones to zone out when coding, and many people use standing desks.

  • We cover 100 percent of your health, dental, and vision care and have a company 401K, life insurance, and long-term disability. Use the $250-a-month wellness allowance for gym membership, a sports club, massages, or yoga. It’s your choice.

  • We want you to be the best you can be. If you need training or want to learn something to make you better at your job, you get it.

  • We have a fridge stocked with healthy food and drinks (and some less healthy but tasty options as well). If you work in the office late, order food delivered and expense it.

  • We hate bureaucracy and stupid rules, so we don’t have them. We make everything as easy as possible. It’s that simple.

At SourceClear, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products and our community to flourish.  SourceClear is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, gender, sexual orientation, nationality, age, citizenship, marital status, disability, gender identity or Veteran status.


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