Customer Success Engineer at LYTT

Job Description:

Role Purpose

We are seeking a talented Customer Success Engineer within our Delivery & Customer Success team, you'll play a vital role in solving some of our customers’ biggest challenges in the energy industry. You’ll be responsible for delivering, supporting and improving complex systems and services for our customers’ by helping customers troubleshoot production issues and configure new assets or deployments on our SaaS platform.

You’ll keep yourself challenged on our wide variety of projects, from short-term proofs-of-value projects through to enterprise deployment.  The Support & Implementation Engineer will work closely with our Delivery Managers, who are responsible for customer project delivery, and Product teams, who make up the technical backbone and support for all of our product offerings.

Reports: Lead Customer Success Engineer

Responsibilities:

• Daily tracking, prioritization and management of tickets, to ensure that customer and partner queries impacting our service are addressed to the highest possible quality level and within SLA targets. These include live incidents, queries, product enhancements & service requests.
• Working with our internal teams, partners and customers to support onboarding of new customer assets into the platform by configuring the software appropriately.
• Working with our Data Science team to ensure availability and pre-processing of data.
• Escalate issues to specialists in Product & Engineering team where necessary.
• Daily proactive monitoring and responding to incidents identified by internal system alerts.
• Participating in the on-call support team rota (09h00-17h00 BST on weekends and bank holidays).
• Provide clear and responsive communications to our customers.
• Analyse trends in incidents and seek to ensure root causes are addressed by suggesting improvements.
• Produce service & support reporting as required to ensure service status is transparent.
• Ensure support risks and issues are identified, communicated and managed effectively.
• Contribute to improvements in ways of working to optimise delivery to customer outcomes.
• Support co-ordination of planned outages ensuring these are recorded on systems & communicated to impacted stakeholders.
• Ensure that support requests with a commercial implication are reviewed with the appropriate Account Manager.

Requirements:

• Demonstrable ability to learn and apply new technical concepts quickly
• Demonstrable ability to problem solve quickly and creatively
• Experience in software configuration in a SaaS context
• A working understanding of relational databases, SQL queries and common data formats such as: JSON, XML, etc.
• Familiarity with one of the big 3 public clouds

Desirable (not essential) skills and experience:

• Experience working with Python, Java, JavaScript or another programming language
• Experience working with data pipelines, time series data and/or streaming data
• Past experience/knowledge of working with Distributed Fibre Optic Sensing (DFOS)
• Experience in hardware configuration
• Experience of working in a start-up software technology business which is rapidly growing
• Experience working in an Agile team
• Experience using JIRA/Confluence
• Awareness of Intellectual Property and data confidentiality matters

Benefits

• Flexible working
• We're happy for you to work remotely with 1 day per week spent in our London office
• 25 days annual leave
• A (genuine) commitment to wellness
• Enhanced parental leave
• Annual bonus
• Equity
• Private Medical Insurance
• A brilliant team, who care

Company Benefits

• Competitive salary and 20% bonus
• Flexible working
• 25 days annual leave
• Cycle-to-work scheme
• Life assurance (4x annual salary)
• Private medical insurance (BUPA)
• Choice of technology
• A brilliant team, who care
• Socials (plenty thereof - even during lockdown - and no pressure to attend!)
• Employee Assistance Programme
• Access to learning resources through BP
• Commitment to training, learning, development and growth
• Wellness programmes

Interview Process

• Phone Screen
• Interview
• Offer