Senior Customer Success Engineer, Infrastructure

Plotly; Canada; Remote; CAD 80,000 - 110,000; Full time

Job summary

Join a leading company in data visualization as a Senior Customer Success Engineer, focusing on infrastructure solutions. Help enterprise customers seamlessly integrate and optimize their use of our products while working in a supportive, innovative environment. Utilize your technical skills in cloud platforms and system administration to drive customer success and ensure satisfaction.

Benefits

Generous PTO

Parental leave top-up program

Stock options for all full-time employees

Qualifications

• 2+ years of Linux systems administration and networking experience.
• 2+ years of customer support experience.
• Experience with public cloud environments.

Responsibilities

• Provide in-depth support for installation and optimization of products.
• Collaborate with Product Development team to improve customer experience.
• Identify and communicate product improvements.

Skills

Linux systems administration

Networking

Communication

Troubleshooting

Education

Bachelor's degree in a relevant field

Tools

AWS

Azure

GCP

Kubernetes

Docker

Bash

Python

Job description

Senior Customer Success Engineer, Infrastructure

Build Something Extraordinary

The data science community is diverse in skill sets, objectives, and preferences for tools and workflows. Through our innovative visualization tools and software, we enable the creation, analysis and sharing of data-driven insights across the globe.

As a member of Plotly’s Customer Success & Support team, you will be part of a dedicated group helping customers unlock the full potential of Dash and Dash Enterprise. Our Customer Success team focuses on building trust and confidence in our products and services, ensuring the customers have a seamless experience from onboarding to ongoing support.

We're looking for a Senior Customer Success Engineer, Infrastructure who will be responsible for helping our enterprise customers install, optimize, and use our commercial enterprise product offerings. There is a high focus on installation and infrastructure based issues. This will involve debugging over phone and video calls, analyzing log files, creatively satisfying the constraints of highly varied customer environments, and discussing thorny technical issues with our software development engineers.

Here's a peek at what you'll be working with:

• AWS, Azure, GCP ( consumer and enterprise-level solutions)
• HELM
• Bash or Python

Your Responsibilities:

• In collaboration with our Product Development team, give direct, in-depth support to customers installing, upgrading, and using our products
• Develop and maintain a deep understanding of the environments where Plotly customers deploy and use our products (on premise, AWS, Azure, GCP)
• Seek to understand customer needs and help them appropriately optimize the custom configuration of their Plotly Enterprise instances
• With the Engineering and Customer Success teams, develop ways to improve and streamline processes to help our customers quickly reach peak efficiency with our product
• Identify and communicate product and documentation improvements

What Your Bring to the Team:

Technical skills:

• 2+ years or more of Linux systems administration and general networking experience
• Basic understanding of client-server architecture in the context of web applications / a PaaS
• 2+ years of experience providing system-level customer support
• 2+ years of experience with at least one public cloud environment
• 1+ years of experience with Kubernetes
• 1+ years of experience with Docker
• Familiarity reading and understanding code in at least one programming language, such as Bash or Python
• Preferred: familiarity with any of LDAP, SAML, Windows enterprise systems administration

Professional skills:

• Ability to communicate clearly and positively with clients of various skill levels and backgrounds
• Works well in an open and collaborative environment
• Can autonomously drive their own work
• A sincere belief in the importance of following and producing good documentation
• Comfort with troubleshooting problems with only indirect access to customer environments

Nice-to-Haves:

• An understanding of service level agreements and how to make a product offering meet them
• Some experience with one or more of reliability, testing, automation, observability, and performance work

At Plotly, we believe diverse perspectives drive innovation. If this role excites you, but you don’t meet every requirement, we still encourage you to apply. We’d love to learn how your unique skills could make an impact!

What you can expect from us:

• Generous PTO
• Parental leave top-up program

Growth & Future

• Stock options for all full-time employees

Unleash your creativity and shape the future of data analytics!

Founded by innovators and driven by our community of users and customers, we eagerly tackle every challenge, from crafting state-of-the-art UI for seamless data interaction to optimizing our graphing libraries and services for highly reliable performance. Our journey has only begun!

We are a tight-knit and quickly growing team where each member can make an immediate, meaningful impact. We take on complex problems, work hard, and are firm believers in the open-source mission. At Plotly, you'll work alongside a diverse team of first-class engineers, developers, scientists, and builders that challenge the status quo and set a high bar. We encourage each member of our team to explore and expand their skill sets continually, and to approach every problem with curiosity and an open mind. Together, we make it possible for people everywhere to share data and insights that make real impacts in business and around the world.

Plotly is an equal-opportunity employer and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. If you require any accommodations, please let us know during the application process.

Your privacy is important to us. Please take a moment to review our Candidate Privacy Notice . Should you have any concerns, please contact us at [e-mail].

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