What are the responsibilities and job description for the Customer Success Engineer position at Vantage?
About Vantage :
Vantage is a cloud cost visibility and optimization platform, alternatively known as a FinOps platform. We help companies of all sizes manage their cloud infrastructure costs : everything from individual developers all the way up to multiple Fortune 500 customers. Our co-founders are industry veterans who have been former infrastructure engineers and product managers at DigitalOcean and AWS. The company is an efficient and hard working team of ~40 employees across the US with a New York City center of gravity. As we transition to the growth phase of the business, it's likely our team size will at least double by the end of 2025.
Our current customers include Square, Aflac, PBS, FanDuel, Rippling, Compass, Ripple, and Starburst.
Vantage has raised $25M in total venture capital, most recently a $21M Series A financing round in March of 2023. Our investors include outstanding, top-tier investors including Andreessen Horowitz, Scale Venture Partners, Matthew Prince (Co-Founder & CEO, Cloudflare), Calvin French Owen (Co-Founder, Segment), Ben and Moisey Uretsky (Co-Founders, DigitalOcean), Stephanie and Nat Friedman (CEO, Github), Julia Lipton, Brianne Kimmel and others.
About The Role :
Vantage is looking for a Customer Success Engineer with strong technical expertise, to ensure that our customers receive exceptional service and get the most value out of our platform. This is a customer-facing role, in which you will answer questions, troubleshoot issues, and offer tailored solutions to optimize our customers' experience with Vantage. As a founding member of the team, you will play a large role in building processes and optimizing support workflows. You will also be comfortable with providing holiday, weekend, and on-call support, based on a rotating schedule.
What You'll Do :
- Provide technical guidance and support to customers across various front-line channels, including email, chat and Slack.
- Troubleshoot and oversee the resolution of complex, escalated technical issues, working closely with engineering and product teams when needed.
- Develop and implement processes and best practices to streamline support workflows, improve response times, and enhance customer satisfaction.
- Analyze support metrics and customer feedback to identify trends and areas for improvement, and implement strategies to proactively address recurring issues.
- Contribute to the development of knowledge base articles, support documentation, and self-service resources to empower customers and reduce support volume.
What We're Looking For :
Pay & Benefits
The estimated annual US base salary range for this role is $85,000 - $115,000. This salary range may be inclusive of several career levels and will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and location. Additional benefits for this role may include : equity, 401(k) plan; medical, dental, and vision benefits; and education stipends.
At this time, Vantage is only set up to employ in the United States.
Salary : $85,000 - $115,000
