Note: The job is a remote job and is open to candidates in USA. Monalee is a technology company that is building the digital backbone of the distributed energy revolution. They are seeking passionate Customer Success Engineers to ensure seamless experiences for users of their Artemis platform, addressing technical inquiries and collaborating with teams to drive continuous improvement.
Responsibilities
- Serve as the primary point of contact for B2B customers, addressing technical inquiries related to our software
- Triage, diagnose, and resolve Tier 1 and Tier 2 support tickets, ensuring timely and effective solutions
- Collaborate closely with engineering and product teams to escalate complex issues
- Monitor system performance and proactively identify potential issues to minimize customer impact
- Develop and maintain documentation, including knowledge base articles and troubleshooting guides
- Assist customers in understanding and utilizing platform features, ensuring optimal user experience
Skills
- Minimum of two years of experience in an engineering or technical support role within a B2B SaaS environment
- Proficiency in using testing and monitoring tools such as Postman, PostHog, CloudWatch, or similar
- Familiarity with web technologies including Next.js, React, Node.js, JavaScript/TypeScript, or similar
- Basic knowledge of SQL and scripting languages (e.g., Python, Bash) for data analysis and automation tasks
- Experience with support ticketing systems like Zendesk, Jira, or similar platforms
Benefits
- Professional development through courses, seminars, and certifications.
- Annual tech allowance.
- Health benefits.
- Stock options.
- Paid time off and vacations.
- Fully remote work.
Company Overview