Mashape Customer Success Engineer in San Francisco, California

About Mashape:

We are the company behind Kong, the most widely adopted open-source API gateway. We have a world-class Enterprise platform and our mission is to facilitate a new revolution in software production by serving as the backbone of the distribution and consumption of data and services through APIs.

Our vision is to enable developers to build more and manage less. We've built one of the most popular pieces of open-source software in the world and in the process grown an extremely engaged and active community. We're looking for a few great people who want to be part of a fun, highly-collaborative team.

Our ideal candidate is someone who will thrive in our environment of really smart, driven people, who get to work with many new, leading-edge technologies that solve large customer challenges. We're looking for people who want to make a huge impact and have real ownership for the work they do. This opportunity is ideal for someone who wants to be in on the ground floor of our fully-funded and very special startup.

About the role:

Our Customer Success Engineers are responsible for the partnership between Kong Inc. and our strategic customers, driving value realization and return on their investment.

Customer Success Engineers are deeply technical, who have solid experience working with RESTful API, web architecture technologies and are coders at heart.

Success Engineers work directly with our top customers to understand their business and technical requirements, and to develop solutions to ensure success. CSE’s are like orchestra conductors; they work very closely with our engineering teams to solve challenging technical issues, with Sales to ensure our customers are happy and are successfully renewed, with Executives to broker strategic conversations and communicate consistently with customers throughout their deployment lifecycle, resolving and/or escalating important issues where needed.

The ideal Success Engineer will have a strong and proven track record of successfully managing customer relationships and solving challenging technical technical problems. They will have an excellent work ethic, be self-motivated, team-oriented, have good organizational skill and be focused on exceeding customer expectations.

Responsibilities:

  • Become a trusted advisor to enable customers to use the Kong Platform to achieve their business objectives

  • Assist customers with onboarding, which includes orienting and supporting customers in pre-production, configuration, testing and deployment phases

  • Respond to complex technical issues and questions generated by our top customers through tickets, emails, or phone calls

  • Liaison between Customers and Engineering to resolve complex customer cases and recommend solutions

  • Occasionally deliver professional services onsite at customer location (installation, training, etc)

  • Provide real-time feedback to the Development team about product performance and desired enhancements

  • Take a leadership role in building out Kong’s Support model, approach and tools with the eye toward delivering an exceptional customer experience

Requirements

  • Good experience with REST and RESTful APIs

  • Solid experience with Docker

  • Solid experience with AWS (EC2, VPC, ECS)

  • Experience with Nginx

  • Experience with command line HTTP clients: cURL, HTTPie, Postman, etc.

  • Familiarity with authentication schemes: OAuth2, JWT, HTTP basic access, etc.

  • Good working knowledge of web architecture including HTTP

  • Knowledge of JSON

  • Some level of coding skill (Javascript, Ruby, Lua, Python)

  • Strong interpersonal skills

Bonus Points:

  • Familiarity with DNS.

  • Familiarity with Linux/Unix type systems.

  • Experience with containers and container management systems.

Benefits

  • Stock options

  • Your choice of computer and other equipment

  • Unlimited vacation days

  • Lunch 2 times per week

  • Snacks and beverages to keep you going through the day

  • Game nights

  • Italian food cooked by the founders

  • Awesome medical, dental, vision plans

  • 401k plan

  • Commuter Benefits

  • Fun happy hours and company outings

  • A second family – whatever problem outside of work; we'll be there!