At Cloud Elements our customers’ experience and making them successful is one of our most important tasks. Given that our customers pay us, customer satisfaction, retention, and growth are keys to our longevity. In this role you will be a major contributor on the Customer Success Team it is important that you have an understanding of the technical details of the product, the user features, and the use cases of our customers. You will be ensuring that customers find value in our products and get technical help when they need it.

We are looking for somebody who is a passionate problem solver that genuinely cares about the customer experience and is willing to be a technical partner for our customers as they develop their integrations.

What you will be doing:

• Work directly with our customers and customer engineering teams to design and develop custom API integrations using our technology stack.

• Facilitate product demos and training to ensure customers understand the value of the Cloud Elements products, can use them successfully, and have the documentation needed to be successful.

  • Technical writing skills to help enhance the documentation when needed.

  • The ability to create content and reusable demos.

• Work to answer questions and provide development guidance in real-time, interacting with customers (through phone calls and screen shares) as well as internal resources to deliver maximum customer satisfaction.

• The ability to extrapolate customers meaning- often customers do not know our jargon and product and find it difficult to articulate what problem they are facing- we need to be able to take the information they give us and understand the problem as well as advice and anticipate future problems.

• Identify, verify, and reproduce difficult to solve customer problems that may come from multiple sources and work through those issues to resolution with the appropriate team.

• You will use your Java and JavaScript programming skills to help our customers find the maximum value in their Cloud Elements solution- this will be used for helping with customers building their own elements and to debug problems

• Clearly articulate designs, workflows, and concepts in a fast-paced business environment

• Be able to work with multiple technologies simultaneously such as Java, JavaScript, .net, Soap, REST, RPC, RDBMS, NoSQL and work with firewall and network security issues and authentication/authorization.

• Bring a deep understanding of our products and best practice/design to every customer interaction to encourage a speedy time to first value for our customers

• Review requirements and technical design documents to provide timely and meaningful feedback and guidance to our customers as they have questions about the Cloud Elements platform or the elements they are integrating with

• Work within our Support Portal (Zendesk) and maintain key metrics including initial response time and ticket creation to resolution time

• Work remotely with our Implementation Team all over to ensure consistent customer experience and a team approach to process improvements and customer problem solving

• Be willing to learn and work with open source communities and contributors to help  build our developer relations

• Develop tools and processes to improve the quality, efficiency and overall satisfaction of our customers!

What we would like you to have:

• BS/MS in Computer Science or equivalent technical program & experience combo

• 3-5 years of software development experience and/or technical support QA experience

• Knowledge of SaaS, IaaS industry, API development, and Cloud companies

• Knowledge of RESTful design, APIs, and web technologies

• Adept at reading and understanding API Documentation

• Previous experience in the Integration space preferred

• Outstanding customer service skills and business acumen

• Passionate about understanding customer use cases and helping take a design and drive it to implementation

• Self-motivation and excellent problem-solving skills, the ability to help customers in challenging situations while maintaining a positive attitude 

• Strong ability to influence and inspire others

• Ability to communicate with technical and non-technical individuals and translate when needed

• Deep experience with the languages and tools we use. To be successful in this role we need you to be currently working with the following technologies:

  • Java, SQL, JavaScript, AJAX, JSON, Subversion or Git, Tomcat (or other Java application server)

  • Experience with vCloud, vCenter, vSphere or Azure, using the services and the respective Java SDK or RESTful API

  • Experience with Redis and Java clients for Redis, e.g., Jedis

  • Experience with AMQP and servers like RabbitMQ

  • IDE: Eclipse or IntelliJ

• A drive to improve, both personally and professionally

What can we offer you:

• Challenging work with leading-edge technology

• Career growth

• Benefits - Equity, Medical, dental, 401k, flex time off

• Education and training opportunities, team referral bonuses, catered lunch, powder day, summer hikes, the list goes on!

• Office locations: We have offices in Denver, Dallas, and Hyderabad, India. This position will be based out of our Denver HQ. You may also work occasionally from your home office!

We'd love to hear from you! Please upload your resume and share with us why you think you'd be the perfect fit for our team! Cloud Elements celebrates diversity, we are an equal opportunity employer!