Cobalt · 1 day ago

Product Success Engineer

Virginia, United States

Full-time

Remote

Mid Level

$97K/yr - $121K/yr

3+ years exp

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Responsibilities

Triage customer and internal support inquiries, directly providing Level 1 support or escalating to appropriate teams, and tracking cases to ensure quick and effective resolution.

Consulting customers on how to utilize best, customize, and implement Cobalt’s integration and API solutions

Helping users optimize their configuration of our automated security tools to maximize coverage and efficacy for their applications

Assisting customers with connecting their identify management systems, configuring access controls, or troubleshooting login issues

Facilitating operational workflows and coordinating internal approvals

Design, operationalize, and maintain scalable support processes and tooling for case management, escalations, tracking, and reporting.

Maintain our product documentation, ensuring it follows best practices and continually updating content with troubleshooting guides and self-service materials that enable customers and staff to get answers when they need them and limit support touchpoints.

Collaborate closely with Software Engineers to integrate a help desk solution, including an AI-driven chat support bot, into our platform and data reporting systems.

Partner with the product team to prepare announcements, documentation, FAQs, and release notes for new product launches.

Continually update internal materials to enable sales and customer success teams to support the product effectively.

Work with various teams to understand support needs and share insights and solutions to common customer/internal challenges to inform product improvements and innovation.

Consolidate insights and feedback on customer pain points to help inform product improvements and roadmap.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical Product SupportTicketing ToolsTechnical WritingStakeholder ManagementDevSecOps ProficiencyWorkflow AutomationProgrammingAIML Knowledge

Required

Minimum of 3 years of technical product support experience.

Expertise with technical writing, able to communicate complex and technical concepts in simple ways in product documentation, in-app content, how-to guides, diagrams, playbooks, and other supporting materials.

Proficiency with configuring, integrating, and operating support and development ticketing systems such as Jira, Github, and Zendesk.

Excellent problem-solving skills, with the ability to interpret data and derive actionable insights.

Excellent verbal and written communication skills, enabling effective collaboration in a remote setting and the ability to build relationships across functions.

Eagerness to learn new technologies and approaches, with a proactive mindset and willingness to contribute ideas.

Preferred

Fluency with development, security, and reporting tools, such as Google BigQuery, Looker Studio, ServiceNow, Github, PowerBI, etc.

Experience with low-code/no-code automation tools such as Workato and Zapier.

Familiarity with coding frameworks, such as Python, Javascript, and SQL. Understanding of how REST APIs work and how to interact with an API using a tool like Postman.

Understanding of Machine Learning and Generative AI.