Customer Success Engineer

  • Portland, OR
  • Full Time
  • Customer Success
  • Mid Level

About Opal

At Opal, we believe enterprise software should be beautiful, simple and designed for the job at hand. Opal is a collaboration platform, built for brand marketing teams to produce, organize and govern creative content.

The Opal StoryFirst™ framework empowers teams with a dedicated environment to visualize and deploy campaigns across all marketing channels, reducing complexity and aligning teams for better marketing results. Our customers are creative, passionate people and, through a platform tailored to their specific needs, we’re helping them rediscover the best parts of their jobs.

Our team is deeply invested in creating a culture that promotes design thinking, collaboration and a passion for excellence. We are building a world class lineup of creative and strategic thinkers that work together as a team to revolutionize the modern marketing organization. 

We value every contact made with our customers. We’re looking for smart, charismatic and engaging individuals to interact with our users and provide amazingly responsive, thoughtful, hands-on technical support — all while helping to build and maintain an exceptional product.

Responsibilities:

  • Provide responsive, caring support for our users.
  • Work closely with our customer experience team to ensure customer success.
  • Perform technical troubleshooting to get to the bottom of platform and user reported issues.
  • File bug reports and follow assigned issues to resolution, keeping the user in the loop at all times.
  • Work closely with our QA and Engineering teams to solve customer reported issues.
  • Contribute to our customer knowledge base and internal technical documentation.
  • Provide rotating evening and weekend support.

Skills:

  • 3+ years experience working on a technical support team, troubleshooting complex technical issues via email and phone
  • Excellent communication skills - you will often need to break complex answers down into simple ones.
  • An adaptive and analytical approach. This is a fast-paced environment; you’ll need to be open to change while staying on top of things.
  • A working knowledge of Zendesk/ticket management and familiarity with SQL, JSON, REST API, HTML, CSS, Javascript, and Ruby.
  • Passionate about providing the best user experience above all else.

Benefits

  • Competitive pay
  • Full healthcare coverage (health, dental, vision, FSA)
  • Short-term disability insurance
  • Company stock options
  • Company-provided outreach & activity programs
  • Company-sponsored retirement program
  • A tight-knit, very supportive team — we pride ourselves on our culture

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