about 2 months ago
Remote, United StatesMid Level / Senior
Responsibilities
- Own the last mile of customer success by ensuring knowledge and processes are optimized for automation.
- Extract tacit knowledge from customer environments and structure it into actionable playbooks.
- Evaluate and tune automation performance, taking ownership of issues to improve the system.
- Provide customers with insights on their IT operations to enhance automation effectiveness.
- Recognize patterns across customer environments to streamline future deployments.
- Close the feedback loop between field observations and product improvements.
- Collaborate with Engineering, Product, and Customer Success to prioritize enhancements.
Requirements
- Experience in customer-facing technical roles such as solutions engineering or technical consulting.
- Proficiency in coding (Python, TypeScript) and working with APIs.
- Understanding of IT operations, including ticketing systems and enterprise infrastructure.
- Familiarity with AI/ML concepts and a curiosity about their application in service delivery.
- Strong investigative skills to analyze customer configurations and logs.
- Ability to produce usable documentation and operational recommendations.
- Excellent communication skills for diverse audiences.
- A proactive mindset towards customer support and product improvement.
- Comfort in a fast-paced startup environment with evolving roles.
Benefits
- Be the first in a role that defines customer engagement at Fixify.
- Work at the intersection of AI, customer operations, and product development.
- Enjoy autonomy in your daily tasks based on where you can make the most impact.
- Collaborate with a team of engineers and data scientists on innovative projects.
- See immediate results from your contributions in customer success metrics.