logo
 
Careers

Sr. Customer Success Engineer

Location: This is a full-time, remote position

Salary:  BDT100,000 - BDT150,000 / month

What You’ll Be Doing
Contributing to the documentation that enables our teams and our customers to self-serve
Collaborating with Product & Engineering and advocating for improvements to our processes and platform
Resolving highly-technical WordPress, Drupal, and platform-related questions via live chat, ticket, and/or teleconference call
Leading technical interview rounds and providing clear, detailed feedback on candidates as we continue to accelerate the growth of our team
Guiding, mentoring, and developing current and new Customer Success Engineers as they improve their knowledge of our platform

What We’ll Expect From You
Subject-matter expertise with WordPress and/or Drupal
Deep understanding of PHP, Composer, MySQL/MariaDB, Git, and the command line
Comprehensive understanding of PHP-FPM workers and performance tuning (PHP & MySQL/MariaDB)
Knowledge of and experience using Content Delivery Networks and caching (Redis, filesystem)
Experience diagnosing, troubleshooting, and resolving common web server issues using standard log files
Highly self-motivated with the ability to work both collaboratively and independently with a high degree of autonomy
Ability to clearly and effectively communicate across various mediums (live chat, ticket, Slack, Zoom, Google Meet)

What Will Make You Stand Out
Current or prior experience in a customer-facing senior, technical lead, agency, or consultant role
Experience developing for and/or contributing to WordPress or Drupal core, plugins, or themes
Active and engaged member of one or more WordPress and/or Drupal communities
Knowledge and use of New Relic to identify areas of performance improvement in a production environment
Experience developing headless NodeJS and/or AngularJS web applications

What We Offer
Career growth opportunities, with ongoing guidance, mentorship, and development
Opportunities to attend WordPress, Drupal, and similar conferences
Flexible vacation time
Maternity & Paternity leave
Company laptop (MacBook Pro)

Please send me your CV at [email protected] with your cover letter and 5 minutes introductory video.

 

Customer Success Engineer

Location: This is a full-time, remote position

Salary:  BDT60,000 - BDT80,000 / month

The Role

We are currently looking for a motivated, proactive and energetic individual to join the company's customer success engineering team as a full-time member. Customer Success Engineers are the first point of contact for developers working with our platform. We rely on these individuals to be friendly, knowledgeable, and problem-solvers. The ideal candidate will be resourceful, articulate, have good writing skills, and enjoy working as a team to deliver top-quality solutions to customers.

Cool Things You'll Do 

The primary responsibility is to provide technical guidance and platform information to customers.  This includes reviewing log files, New Relic data, codebase structure/contents and identifying potential points of failure, as well as areas of improvement.  Additionally, Customer Success Engineers will be involved in:   

  • Contributing to documentation
  • Assisting with testing Pantheon products and tools (i.e. Terminus, Quicksilver)
  • Maintaining and enhancing Customer Relationships
  • Providing CMS expertise to new and existing customer groups.
  • You'll act as the key liaison between our clients and our internal teams, with the aim of enhancing customer experience so that everyone gets the most out of Pantheon's services.

What You Bring To The Table

  • Overall, you're someone with a broad background/knowledge of Drupal 7/8/WordPress/general web development, with a flair for excellent customer service and strong relationship management skills. You should be a clear communicator, a creative thinker, and empathetic. You're also someone who is/has:
  • Deep understanding of PHP - you program & debug PHP, and you're experienced working with Drupal 7/8 and/or WordPress.
  • Skilled in GIT.
  • Solid experience with Composer, Build Tools and CI
  • Solid experience using the command line.
  • Fluent in reading and understanding log files and error messages
  • Loves a good database query mystery
  • Familiar with the full stack, caching, and performance tuning.
  • Enjoys helping others and collaborating to find solutions.
  • Is patient and understanding under pressure.
  • Excellent writing skills and is very personable via email
  • Experienced in a customer facing role, working as a consultant or in an agency environment where you worked with clients.
  • Project management experience, or similar experience working on a team to solve problems.
  • Previous experience doing IT or tech support.

What We Offer

  • Career growth opportunities, with ongoing guidance, mentorship, and development
  • Opportunities to attend WordPress, Drupal, and similar conferences
  • Flexible vacation time
  • Maternity & Paternity leave
  • Company laptop (MacBook Pro)

Please send me your CV at [email protected] with your cover letter and 5 minutes introductory video.

Contact Us

Philippines:
1626 Paz Street, Paco. Manila, Philippines, 1007
Email: [email protected]

Bangladesh:
2/1 A, Golden Street, Ring Road, Adabor, Dhaka - 1207
Phone: +8801793-594351