Customer Operations Engineer

Upsolver provides a data platform for developers to manage, integrate, and structure their streaming data for analysis. Our platform delivers a simple way to develop and maintain an efficient data lake rapidly, allowing companies to bypass the complex process of building data pipelines managed by multiple data engineers. Instead, a single developer can control all streaming data operations. Upsolver’s solution offers a cost-effective and scalable way to derive value from high-volume streaming data, making data lakes accessible to everyone.

As Customer Operations Engineer, you'll work closely with customers and the engineering team to solve any technical challenges. You will become knowledgeable about the customers’ user journey to make it more efficient and organized while achieving the Customer Operations goals. You will also oversee every code release and implement systems to improve the efficiency of the team.

What Will You Do

• Work very closely with our top customers to make sure that they gain value and value-realization from our product and are satisfied with the overall service we provide.
• Be the focal point for any technical-related matter, and progress and own the outcome until fulfillment according to customer's needs.
• Participate in the proactive monitoring of customer’s environments via various monitoring tools and participate in the team’s on-call rotation. 
• Be part of the customer's onboarding process and assist them with ongoing usage.
• Partner with sales on accounts planning and proactively identify technical opportunities for expansion.
• Define timelines, milestones and success criteria, while ensuring that they are successfully achieved.
• Advocate internally for customer needs – be the technical voice of the customer within Upsolver.

What Will You Need

• 2+ years of experience as a Technical Support Engineer/ Data Analyst/ Technical Customer Success Engineer.
• Leading E2E, customer-facing activities with technical executives in Global customers.
• Excellent customer facing skills: training, coaching, discussion management, conflict resolution, and ability to creatively explain and present complex concepts in an easy to understand manner.
• Domain experience in any of the following areas: SaaS services, Cloud Solutions (AWS/Azure/GCP), Log Management and Log Analysis, Big Data (from a data management perspective), Business Intelligence/Web Analytics, Operational Intelligence, Threat Analysis.
• Strong written and verbal communication skills in English.
• Drive and excitement for a dynamic, fast-paced environment.
• Ability to manage multiple tasks in a short time and adhere to tight schedules.
• Strong critical thinking/ analytical skills with an entrepreneurial and proactive mind-set.
• Technical hands-on experience and willingness to participate in on-call shifts.