Manager, Customer Success Engineering

San Francisco Customer Success
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, AskNicely
  • Clubhouse, Slack, Periscope (Sisense)
  • Stripe, Github, Mailgun
  • Our tech stack:

  • React, Webpack, Sass
  • Python, Node.js, Scala, Spark
  • MySQL, Elasticsearch, Redis, Memcache
  • Google Cloud Platform, Kubernetes, Terraform, Ansible, Consul, CircleCI, Rollbar
  • You will:

  • Oversee the day-to-day operations of the Customer Success Engineers Team
  • Help build a new global, transparent, and collaborative culture
  • Serving 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 desired
  • Create documentation for common customer problems/questions
  • Support our customers by responding to inquiries and solving their technical problems
  • Review all technical support related processes and documentation for continuous improvement
  • Evaluate, select, and set up new tools to support the company’s growing Customer Success efforts
  • Collaborating with other departments like Product and Engineering
  • You have:

  • 5+ years in a customer-facing technical role
  • Previous experience managing customer focused teams
  • Proven experience managing a service and support focused team culture
  • A customer-oriented mindset with a high degree of empathy
  • An affinity for being the first line of support and troubleshooting issues
  • Exceptional communication skills, both spoken and written
  • Strong problem solving and organizational skills
  • Technical Degree or equivalent work experience
  • A 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 options
  • Medical, dental and vision health benefits
  • Parental leave: 12 weeks
  • Generous hardware and software allowance
  • Casual work environment
  • Inclusive team-oriented culture
  • Have fun and make an impact

  • Rollbar

    Rollbar provides real-time error tracking & debugging tools for developers. JavaScript, PHP, Ruby, Python, Node.js, Android, iOS & more languages supported.

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