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Senior Customer Success Engineer

4 months ago

Oxford, United Kingdom Diffblue Full time
DescriptionDescription
We are looking for a Senior Customer Success Engineer who has a passion for helping customers, has experience in software development and leading customers through the adoption of a highly technical product. 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 and as needed.

Core to the onboarding and adoption of our products by new customers, we are looking for a Senior Customer Success Engineer, who has a background in software development and a passion for working with our technical customers. You will be expected to readily empathise with customers developing in Java and using application frameworks such as Spring, as well as understanding the internals of how these systems are put together. 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 are geeks at heart but we also have a razor sharp focus on our customers - we are looking for someone who can translate their understanding and empathy for customers into successful Diffblue Cover adoption, and champion their needs within the business.

About Diffblue

Diffblue, headquartered in Oxford, UK, spun out of the University of Oxford in 2016, and in 2017 raised $22 million Series A funding, the largest AI round in Europe that year. Diffblue is changing the way software is developed. We build products that have the potential to improve the experience of every software developer in the world. By using Artificial Intelligence to write unit tests, we are helping teams do more and better testing, sooner in the DevOps pipeline. There are quite simply not enough developers to write all the code that needs to be written.Diffblue technology is one of the most powerful use cases for artificial intelligence in the world today. Developers typically spend 25% to 50% of their time writing unit tests, and it is not a task most enjoy. Our product, Diffblue Cover, automatically writes unit tests for Java applications using AI, but working 250 times faster than a human. It never gets bored or makes a mistake and gives developers and their leaders more time to write code that advances the product, making them more competitive.

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. Develop champions of our products 
  • 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 where appropriate 
  • Advocate for customers, in particular the voice of software developers who use our products. For new product requirements, work with Product and Engineering to refine user stories and the product backlog
  • Mentor team members

Skills, Knowledge and ExpertiseRequirements
  • Minimum: Computer Science Engineering or relevant technical degree
  • 3+ years of working in a technical customer-facing role ideally at enterprise customer level, answering complex technical questions, helping software development leaders get the best value from a technical product
  • Excellent communication skills (English) - verbal, written in particular with senior technical leaders and internal teams 
  • Experience of delivering technical product demos and presentations, and ability to persuade a technical audience and decision makers
  • Good understanding of programming (Java development experience is a plus) and has a good understanding of SDLC, 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

BenefitsYou’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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