Customer Success Engineer
1 week ago
Department: Product
Employment Type: Full Time
Location: Oxford
DescriptionWe are looking for a Customer Success Engineer who has a passion for helping customers and an interest in software development. This role will be ideal if you are looking for the next step in your career in Customer Success, Solution Engineering, Product Management, or Product Engineering. This is a remote role with a monthly visit to the Oxford office for company meetings as needed.
Core to the onboarding and adoption of our products by new customers, we are looking for a Customer Success Engineer who has a background in software development and a passion for working with our technical customers. You will be expected to empathize with customers developing in Java and using application frameworks such as Spring. You will help customers gain the most value from Diffblue's products across the entire customer lifecycle, from crafting great demos to repeatable deployment and use. You will complement our team of experts in AI, static and dynamic program analysis, and software verification.
We promote an environment in which we support and learn from each other. We strongly believe that diversity is important for a modern business, and that when different opinions, backgrounds, and life views meet, better results are obtained.
Key Responsibilities- Proactive and strategic management of the technical relationship with the customer's development teams, communicating with them on a regular basis.
- Support customers through product installation and integration, lead and educate them on how to configure and gain the most value from the different product features.
- Capture and diagnose any issues through the Technical Support process. Escalate to Level 3 Engineering when appropriate and drive the issue to resolution/conclusion.
- Run onboarding sessions with new customers both remotely and on-site to quickly bring them up to competence with our product.
- Align with the Account Director to understand the customers' challenges, goals, and metrics to determine and plan where value can be delivered that will support future renewals and expansions within the account.
- Use your software development experience and the expertise within the business to set expectations and coach customers in development best practices.
- Advocate for customers, particularly the voice of software developers who use our products.
Requirements
- Minimum: Computer Science Engineering or relevant technical degree.
- Experience working in a technical customer-facing role ideally at the enterprise customer level.
- Excellent communication skills (English) - verbal and written, particularly with senior technical leaders and internal teams.
- Experience of delivering technical product demos and presentations.
- Good understanding of programming (Java development experience is a plus) and knowledge of application frameworks such as Spring and unit testing frameworks such as JUnit.
- Experience with build systems for Java such as Maven or Gradle.
- Experience with source code management tools such as Git/GitHub/GitLab.
- Experience with one or more of Linux/macOS/Windows environments.
- Experience of setting up build pipelines in CI/CD tools such as Jenkins/GitHub workflows/GitLab pipelines.
- Willingness to learn new skills and technologies and adapt to arising challenges.
You'll get to work in one of the hottest tech startups in the world of deep tech AI for code, applying state-of-the-art program analysis and synthesis technology to tough problems faced by development teams at the world's leading companies. At Diffblue, we offer flexible working with regular opportunities to collaborate and meet the team in person in Oxford.
Company benefits include:
- Competitive package, including share options.
- Private health and dental plans (including 24/7 virtual GP service, additional cancer care, and mental health cover).
- 8% non-contributory pension.
- Life insurance & Income Protection schemes (including additional medical, wellbeing support).
- 25 days annual leave + Bank holidays.
- Enhanced family-friendly benefits.
- Flexible working.
- Annual eye tests and £50 contributions towards glasses.
- Cycle to work scheme.
Diffblue offers flexible working from home options, including almost full remote work if preferred. For those who prefer being in-office, we do have a great central Oxford-based head office, which includes:
- Beautiful open-plan space with lots of natural light.
- Your own dedicated workspace with laptop, dock & monitor.
- On-site shower changing and facilities.
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