Customer Success Engineer

• As a Customer Success Engineer at Fingerprint, you’ll be an integral part of our Customer Success team. Reporting directly to the Senior Director of Customer Success, you will be instrumental in providing personalized support and technical guidance to our valued customers, ensuring their long-term success
• Guide and assist customers in the seamless integration of our APIs into their web and mobile applications
• Collaborate with the development team to ensure smooth onboarding and provide technical expertise during the integration process
• Serve as the primary technical point of contact for our customers, addressing their inquiries, troubleshooting issues, and providing effective solutions
• Conduct a thorough analysis of internal logs to identify and troubleshoot customer issues
• Proactively monitor API usage and performance to identify and resolve potential issues before they impact customers
• Utilize your expertise in JavaScript to craft sample code snippets and offer tailored recommendations to optimize customer integrations
• Develop automation scripts for API testing, validation, and monitoring processes
• Conduct training sessions and webinars to educate customers on best practices for using our APIs effectively
• Create and maintain comprehensive documentation to facilitate self-service support for customers
• Build strong, long-lasting relationships with customers, understanding their unique needs, and ensuring their success with our API product
• Work closely with Customer Success Managers to onboard, retain and grow customers
• Act as a liaison between customers and our product development team, gathering valuable feedback and insights to drive continuous product improvement

Benefits

• Competitive salary: We offer competitive salaries and equity because we believe all employees should own a part of Fingerprint.
• Flexible Time Off: To prioritize work-life balance, we even have a minimum vacation days target to encourage everyone gets the rest they need.
• Remote-first: We work asynchronously and respect time-zone differences. Choose where and when you do your work best.
• Tech: We hook you up with a MacBook so you can do your best work (you get to keep it after 4 years).
• Culture: We’re a small team with a lean hierarchy where you can make a real impact in shaping the company culture. Come grow with us!
• Fun: We meet up as a company once a year (We went to Mexico City in 2023!) and teams meet up in smaller groups throughout the year.
• Grow With Us: We want you to grow with us, so we offer a $600 yearly budget that you can spend to learn new stuff.
• Personal Development: We give you the freedom to grow and experiment. Work on open-source projects and try new things and ideas.- Excellent problem-solving and debugging skills, with an analytical approach to troubleshooting
• Strong proficiency in JavaScript, with a demonstrated ability to create and maintain automation scripts
• Bachelor’s degree in Computer Science, Engineering, or a related technical field
• Prior experience with API testing tools and frameworks is a plus
• Self-motivated, proactive, and able to work independently as well as collaboratively within a team
• Prior experience with SQL is a plus
• Proven 3-6 years of experience in a customer-facing role, preferably as a Customer Success Engineer or Technical Support Engineer, with a focus on API products
• Solid understanding of API concepts, RESTful architecture, and web services
• Outstanding communication and interpersonal skills, with the ability to communicate technical concepts effectively to diverse audiences
• Prior experience with mobile app development is a plus