What are the responsibilities and job description for the Customer Engineer position at Instabase?
As a Customer Engineer, you’ll be part of a small and passionate team devoted to solving complex, challenging issues. You're the first person our customers will go to with requests -- you'll regularly troubleshoot/triage product/platform issues to ensure we're delivering high value. This is a highly technical role: we're looking for someone who wants to be hands-on with Python and deepen their working knowledge of Kubernetes. You'll work across multiple cloud environments and continuously learn as a Customer Engineer at Instabase. Come build with us!
What You’ll Do:
- Support our customers: Provide customer support and resolve technical issues through Zendesk tickets and live video calls using Zoom, Webex, or Teams.
- Be the product expert: excel at understanding and demonstrating our platform features.
- Advise and instruct on the ecosystem of open source tools (python, spacy, pandas, sklearn, etc.) compatible with Instabase and how customers can use them.
- Act as the first point of contact for our enterprise customers, providing critical product and architecture advice.
- Collaborate effectively with cross-functional teams (Engineering, PM, CEM, SE, etc.) to accomplish broader objectives. Demonstrates a strong understanding of Instabase processes for handling escalations, conducting incident reviews, and managing customer expectations.
- Define what support looks like at Instabase: as an early member of a growing team, you’ll impact how we work, what tools we use, how we interact with other groups, and be a mentor to others.
- Develop your technical skills: Proficient in Kubernetes and hands-on Python scripting.
- Proficient in cloud environments (Azure, AWS, GCP) as well as on-premise systems.
- Provide support by troubleshooting and replicating complex issues.
- Participate in the monthly on-call rotation schedule.
About You:
- Python or similar scripting language expertise.
- Kubernetes and/or strong cloud experience.
- Strong desire to work with customers.
- Experience in working with enterprise platforms/tools in the capacity of product support.
- Experience troubleshooting distributed components/services and log analysis.
- Proven track record of success in support environment.
- Outstanding communication and customer relationship skills.
- Strong grasp of enterprise user management and access control policies.
- Prior experience with support processes and escalation management.
- 4 years of experience in a support role within a SaaS company.
US Benefits:
- Flexible PTO: Because life is better when you actually live it!
- Instabreak Fridays: Enjoy 6 company-wide Friday breaks scheduled throughout the year, giving you long weekends to relax and recharge!
- Comprehensive Coverage: Top-notch medical, dental, and vision insurance.
- 401(k) with Matching: We’ve got your back for a secure future.
- Parental Leave & Fertility Benefits: Supporting you in growing your family, your way.
- Therapy Sessions Covered: Mental health matters— 10 free sessions through Samata Health.
- Wellness Stipend: For gym memberships, fitness tech, or whatever keeps you thriving.
- Lunch on Us: Enjoy a lunch credit when you're in the office.
The base salary range for this role is $114,946 to $127,718 bonus, equity, and benefits. The actual pay may vary based on factors such as location, experience, and skills.
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