Customer Success Engineer

Vancouver, BC or Remote
We're looking for a multi-faceted Customer Success Engineer to join our team. Your mission will be to interface with marquee customers, with the main goal of assisting their technical needs while aligning with the sales and customer experience teams.

In this position you will work in a hybrid role spanning across Sales, Support and Engineering. You’ll play a key role in growing our business through your insights while collaborating with a world-class team. We’re a remote-first organization with an existing hub in Vancouver and a growing presence on the East Coast and Europe.

Every one of us shares a common vision: to create the future we want to live in. We need the right people to help us realize that vision.

A little about us: 

ZenHub is the leading team collaboration and project management suite built into GitHub and GitHub Enterprise. At ZenHub, every team member is charged with getting to know customers deeply, learning how to solve their toughest problems, and turning them into evangelists.

Our customers are smart cookies: some of the best teams at companies like Imgur, NASA, Apple, Shopify, Microsoft, IBM, Docker use ZenHub to stay in the zone. Ideal team members are technical enough to get their hands dirty and product-focused enough to help translate customer requests into product features.
What we’ll accomplish together:
  • Be the point of escalation for our Support team, diagnosing and troubleshooting customer technical problems in both our on-premise and cloud offerings.
  • Work with Support, Sales and Engineering to provide technical assistance to our customers throughout various different stages of the customer life cycle, to make our customers successful.
  • Provide expert technical assistance by clearly articulating ZenHub’s technology to both business and technical users.
  • Have the opportunity to shape internal processes and facilitate communication between Customer Success and Engineering, ensuring quick resolutions for customers.
Our ideal candidate has:
  • Proven success responding to critical incidents, and troubleshooting problems calmly and logically.
  • Strong ability to collaborate with cross-functional teams and build solid working relationships with everyone in the organization, from individual contributors to key stakeholders.
  • Experience working with Linux systems and Virtual Machine environments (eg. VMWare ESXi, HyperV).
  • Experience deploying orchestration on-premise and using cloud providers such as GCP, AWS, or Azure, and using tools like Kubernetes and Docker Swarm, etc.
  • Working knowledge of networking concepts like load balancing, TCP, SSH, Firewall, SSL, VPN, VPC, DNS.
  • Experience writing production-ready code using languages like Bash, Python, Node.js, Ruby or other.
  • A strong understanding of the software development lifecycle.
  • Experience creating and maintaining technical documentation for internal and external consumption.
  • Ability to work Eastern Standard Time and/or Greenwich Mean Time zones
Bonus points for:
  • Working knowledge of GitHub Enterprise.
  • Experience with modern JavaScript libraries such as React, Redux, AngularJS, Ember.js, or Polymer.
  • Experience with source control systems, such as Git, Perforce or Subversion.
  • Experience working with Infrastructure as Code systems like Terraform or CloudFormation.
More about ZenHub:

At ZenHub we recruit the best and foster an environment that empowers our team. That means a workplace that is diverse, inclusive, and open-minded. We welcome applicants of all backgrounds, regardless of race, colour, religion, sexual orientation, gender identity, national origin, or disability. Even if you feel you don't meet all the requirements listed above, we encourage you to apply!

Our people are what makes our team special - because of that, we work hard to provide our full-time team members perks that make their lives better by offering:

 Flexible vacation & remote work policy - as we accomplish our goals, time off is more than a must. Most team members take between 15-20 days off per year, but we have no hard limit for our high impact individuals.
 Diverse opportunities for learning and development - we provide resources for conferences, classes, books, and other opportunities to maintain and expand your skill set and professional growth.
 Fitness reimbursements - stay fit with our reimbursements for health-related benefits like gym memberships, fitness apps, and personal training.
 Top-Line equipment - in addition to receiving a company smartphone of your choice with a paid voice/data plan, every team member receives a generous equipment budget to try new gadgets, tools, and platforms.
○ Flexible parental leave policies - We understand the importance and demands of a growing family. In addition to state, provincial, and federal leave allowances, parents on the team have the flexibility to work from home or take days off when family needs to come first.
 When we can safely return to our office, fuel up with healthy snacks and coffee, get fit with an onsite gym, recover with onsite RMT/acupuncturist, and meet the many furry friends of our dog-friendly office!

Check out our careers page to learn more about what other benefits we offer!