Senior Customer Engineer

Position Overview

• Location Type: Not Specified
• Job Type: Not Specified
• Salary: Not Specified

Instabase is seeking a Senior Customer Engineer to join a small and passionate team dedicated to solving complex, challenging issues for their customers. This is a highly technical role requiring hands-on experience with Python and Kubernetes. You will be the first point of contact for customer requests, troubleshooting product/platform issues, and providing critical product and architecture advice. You will also contribute to defining support processes at Instabase and mentoring other team members.

Requirements

• 6+ years of experience in a support role within a SaaS company
• Python or similar scripting language expertise
• Kubernetes and/or strong cloud experience (Azure, AWS, GCP)
• Strong desire to work with customers
• Experience working with enterprise platforms/tools in a product support capacity
• Experience troubleshooting distributed components/services and log analysis
• Proven track record of success in a support environment
• Outstanding communication and customer relationship skills
• Strong grasp of enterprise user management and access control policies
• Prior experience with support processes and escalation management

Responsibilities

• Provide customer support and resolve technical issues through Zendesk tickets and live video calls.
• Act as the product expert, understanding and demonstrating platform features.
• Advise and instruct on the ecosystem of open-source tools (python, spacy, pandas, sklearn, etc.) compatible with Instabase.
• Serve as the first point of contact for enterprise customers, offering critical product and architecture advice.
• Collaborate effectively with cross-functional teams (Engineering, PM, CEM, SE) to achieve broader objectives.
• Demonstrate a strong understanding of Instabase processes for handling escalations, conducting incident reviews, and managing customer expectations.
• Define support processes at Instabase, impacting how the team works, tools used, and interactions with other groups.
• Act as a go-to person for critical escalations, developing long-term solutions and identifying/building processes for recurring issue types.
• Develop technical skills in Kubernetes and hands-on Python scripting.
• Provide support by troubleshooting and replicating complex issues.
• Participate in the monthly on-call rotation schedule.

Company Information

Instabase is a global company with offices in San Francisco, New York, London, and Bengaluru. They are "people-first" and foster a culture of experimentation, curiosity, and customer obsession. Instabase's mission is to democratize access to cutting-edge AI innovation, enabling organizations to solve unstructured data problems. Their consumption-based pricing model aligns with customer value, and their AI Hub platform helps clients uncover crucial business insights. Instabase is backed by investors such as Greylock, Andreessen Horowitz, and Index Ventures. The company offers Flexible PTO.