Experienced Technical Customer Success Engineer – eCommerce Platform Support and Customer Advocacy Specialist

Introduction to blithequark blithequark is a pioneering eCommerce platform designed to empower businesses by unlocking the full potential of their ERP systems, thereby delivering a seamless, end-to-end digital eCommerce experience for their customers. As a leader in the industry, blithequark is committed to innovation, customer satisfaction, and the growth of its diverse team. We are now seeking a highly skilled and dedicated Technical Customer Success Engineer to join our ranks, someone who can leverage their technical expertise to tackle complex problems, establish lasting relationships with our clients, and ensure their long-term success on our platform. About the Role As a Technical Customer Success Engineer at blithequark, you will play a pivotal role in our customer success team. Your primary responsibilities will include providing top-tier technical support to our high-touch enterprise clients, acting as their voice and advocate within our organization, and proactively anticipating and resolving potential issues. You will interact with both existing and potential customers through various channels, including email-based tickets and live chats, and contribute to the creation and maintenance of comprehensive documentation. Key Responsibilities: Deeply dive into platform issues for high-touch enterprise clients to identify and resolve root causes. Act as the voice and advocate for customers internally, ensuring their needs are understood and addressed. Anticipate problems through high awareness and proactive action, preventing issues before they escalate. Interact with existing and potential customers through email-based tickets and live chats, providing timely and effective support. Write and maintain high-quality documentation to assist customers and internal teams. Requirements for Success To excel as a Technical Customer Success Engineer at blithequark, you will need to possess a unique blend of technical skills, personal qualities, and experience. These include: Essential Qualifications: An eagerness to learn and adapt, with a strong ability to teach others and share knowledge. A self-driven work ethic, with a proven track record of taking initiative and seeing tasks through to completion. Previous experience in technical support, with a solid understanding of how to approach and resolve complex technical issues. Familiarity with WooCommerce, including the ability to understand and document issues related to our integration. Strong knowledge of common web technologies such as HTML, CSS, JavaScript, and PHP, with the ability to read and understand code. Excellent writing and communication skills, with a passion for simplifying technical language and making it accessible to a broad audience. A firm understanding of the domain name system (DNS) and typical records (A, MX, TXT, SPF, etc.). A willingness to take proactive action, identify gaps, and implement solutions. Preferred Qualifications: Experience working in a remote environment, with proficiency in tools such as Slack for asynchronous communication. Previous experience with browser developer tools and CLI tools, particularly for reproducing HTTP requests and responses. Familiarity with WordPress, in addition to WooCommerce, to support customers using these platforms. Career Growth and Learning Benefits At blithequark, we are committed to the growth and development of our team members. As a Technical Customer Success Engineer, you will have access to a wide range of learning opportunities, including training sessions, workshops, and conferences. You will be encouraged to expand your skill set, explore new technologies, and take on additional responsibilities as you grow with the company. Work Environment and Company Culture blithequark prides itself on its dynamic and inclusive work environment. We believe in fostering a culture of collaboration, innovation, and mutual respect, where every team member feels valued and empowered to contribute. As a remote company, we hire globally and offer flexible working arrangements to ensure that our team members can work in a way that suits them best. Compensation, Perks, and Benefits We offer a competitive salary range of $70,000 - $80,000 USD per year, depending on experience. Additionally, all employees and contractors are entitled to 4 weeks of paid vacation per year and technology stipends, including a new laptop upon joining and any required office equipment. For residents of the U.S. and Canada, we offer a comprehensive benefits package, including health insurance. How to Apply If you are a motivated and technically skilled individual with a passion for customer success, we encourage you to apply for this exciting opportunity. Please send your résumé/CV and cover letter to careers-tcse2024[@]blithequark.com, with the subject line "Driven by Devotion." In your cover letter, we would love to hear about your approach to technical issues, your experience with support processes, and your familiarity with WordPress and WooCommerce. Next Steps The hiring process for this role will involve several stages, including a technical task, a Slack text-based interview, and a paid trial. The technical task will simulate a customer ticket, and you will be expected to respond as if you were the Technical Customer Success Engineer in charge. The Slack interview will assess your ability to communicate effectively in written form. The paid trial will give you the opportunity to work with our team, perform the job duties, and determine whether the role is a good fit for you. Conclusion At blithequark, we are dedicated to delivering exceptional customer experiences and pushing the boundaries of innovation in the eCommerce industry. If you share our vision and have the skills and passion to make a real difference, we invite you to join our team as a Technical Customer Success Engineer. Apply now and take the first step towards an exciting and rewarding career with blithequark. Apply for this job