At Rollbar, our mission is to help developers build software quickly and painlessly. We are a ~50-person team based in San Francisco, Barcelona, and Budapest. Over 100,000 developers use our product to innovate faster and decrease time to market while maintaining best-in-class customer experience. Rollbar is used by some of the best engineering teams in the world, including Twilio, Salesforce, Zendesk, JP Morgan Chase and Twitch.
We are looking for a Manager for our Customer Success Engineering team who takes pride in being the first line of support for our users, who is passionate about helping customers and solving technical problems. In this role, you will be managing and overseeing team members, resolving and escalate customer questions and complaints, working with the product and engineering team, and developing programs and procedures to enhance the team’s productivity and performance.
Our support stack:Intercom, AskNicelyClubhouse, Slack, Periscope (Sisense)Stripe, Github, Mailgun
Our tech stack:React, Webpack, SassPython, Node.js, Scala, SparkMySQL, Elasticsearch, Redis, MemcacheGoogle Cloud Platform, Kubernetes, Terraform, Ansible, Consul, CircleCI, Rollbar
You will:Oversee the day-to-day operations of the Customer Success Engineers TeamHelp build a new global, transparent, and collaborative cultureServing as a manager, mentor, knowledge resource, and escalation point for your direct reports, building credibility and trust within your team.Participating in projects when possible and as desiredCreate documentation for common customer problems/questionsSupport our customers by responding to inquiries and solving their technical problemsReview all technical support related processes and documentation for continuous improvementEvaluate, select, and set up new tools to support the company’s growing Customer Success effortsCollaborating with other departments like Product and Engineering
You have:5+ years in a customer-facing technical rolePrevious experience managing customer focused teamsProven experience managing a service and support focused team cultureA customer-oriented mindset with a high degree of empathyAn affinity for being the first line of support and troubleshooting issuesExceptional communication skills, both spoken and writtenStrong problem solving and organizational skillsTechnical Degree or equivalent work experienceA focus on continuous improvement and ability to welcome feedback
Bonus points:Comfortable coding in Python, Ruby or Node.js and excited to learn new languages and frameworks
Benefits and perks:Competitive salary and stock optionsMedical, dental and vision health benefitsParental leave: 12 weeks Generous hardware and software allowanceCasual work environmentInclusive team-oriented cultureHave fun and make an impact
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