Customer Success Engineer (US-Remote)
Posted on: August 4, 2022
Transcend believes everyone should be in control of their
personal information. We're pioneering Data Privacy
Infrastructure-a powerful technology that lets individuals reclaim
control of their data and ensures companies can easily comply with
global data privacy laws.
Our platform enables companies like Robinhood, Patreon, and
Indiegogo to provide customers with control over their information.
We allow these customers to request, identify, and delete their
personal information from a growing suite of integrated companies:
from Salesforce to Slack, Facebook, Zendesk, Intercom, and
This position is for US only.
One of our core principles here at Transcend is: "Customer delight
above all else". We do this by building thoughtful relationships
with our customers, and we push ourselves to absorb as much
customer feedback as we possibly can.
We are looking for a passionate engineer that loves working with
customers and has a keen eye for detail. You will be advising some
of the top brands in Silicon Valley on automating their data
privacy efforts and building a better experience for users to
control their personal information. This is a difficult task for
even the most technical businesses, as modern web development has
made it incredibly easy to share and copy data into many different
databases and SaaS tools. Transcend integrates with each of those
systems directly and allows customers to precision strike data with
little to no code required on their end.
Day-to-day, you will be running implementation and check-in
meetings with the engineering, product and legal teams of our
customers. You need to understand the customer's data stack and map
that into our product, especially during the initial
implementation. You will need to be able to help the customer
understand and action decisions around security, scalability,
automation, alongside their available engineering resourcing.
We are a highly collaborative team, so you will have the support of
the Co-Founders, Engineering, Product, CX, Sales, and Marketing,
and you will report directly to the CTO as the very first member of
our Customer Success team.What You'll Do
- Drive product implementation for all of Transcend's enterprise
- Ensure, at scale, successful and seamless customer integration
into Transcend's APIs .
- Lead customer implementation calls and serve as the owner for
building out scalable customer support. You will be responsible for
managing customer interactions, taking notes and summarizing action
items, simplifying the onboarding experience for our customers, and
establishing new processes for scale.
- Work closely with our product and go-to-market team to ensure
customer feedback is heard loud and clear throughout the
- Own the end-to-end creation of documentation, guides and
playbooks that will simplify the onboarding process.
- Monitor customer accounts on Looker and Datadog to oversee
trends and proactively provide top-notch support to our
- Oversee customer ticket management through Zendesk and our Task
Management System. You will be responsible for communicating
promises and expectations around customer tickets.Who You Are
- Minimum 3 year industry experience working in a Customer
Success or customer facing Engineering role.
- You are well organized. This is probably the most important
quality for this role. Taking notes and communicating and managing
customer requests with the team is a big part of this role.
- You can discuss web development architecture design tradeoffs.
Implementations for our customers can vary depending on the way
their stack is currently set up. You should have a technical
baseline of standard web development practices and
- You can dive into the weeds and get technical. You will be
expected to help customers debug integrating their various internal
systems and SaaS tools. This normally involves digging into Datadog
logs, providing sample code or SQL snippets as well as writing
basic internal scripts that interact with the Transcend APIs.
- You are effective at async and online methods of communication.
Our team is mostly distributed (some co-locate in SF), so the
ability to clearly and thoughtfully communicate despite the space
and time barriers is very important.
- You believe passionately that data rights are human rights, and
you envision a world where users everywhere are in control of their
personal data.Bonus Points
- Bachelor's degree in computer science or related field.
- Familiarity with cloud services like AWS or GCPWe believe that
turning the principles of data privacy into exercisable human
rights is one of the most high-impact ways we can spend our time,
and so we're building an ambitious team that's passionate about
solving important problems and having fun while doing it.
As the best-in-class solution in a new market, Transcend is a
fast-paced and exciting workplace. The product evolves quickly to
meet new client needs and adapts to the rapidly advancing world of
privacy law. As one of Transcend's earliest hires, you'll get to
work on a wide array of exciting projects.
Transcend is an equal opportunity employer that values diversity,
inclusion and belonging. We do not discriminate on the basis of
race, religion, color, national origin, gender, gender identity or
expression, sexual orientation, age, marital status, veteran
status, disability status, or any other characteristic protected by
law. We will consider for employment all qualified applicants with
arrest and conviction records in a manner consistent with
applicable law.Apply for this job
Keywords: Transcend, Greensboro , Customer Success Engineer (US-Remote), Engineering , Greensboro, North Carolina
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