SaaS Customer Operations Engineer

Introduction: Our goal at Pivotree is to help accelerate the future of frictionless commerce. We will help lead this change over the next decade because we believe a future where technology is embedded intimately into all aspects of our everyday lives can benefit everyone and will shape the interactions with the brands we love. We will help shape the future of frictionless commerce by working together with some of the best brands in the world and some of the best people in the industry to leverage converging technologies that will make it possible to accelerate frictionless commerce faster than ever. Pivotree provides services focused on the design, implementation, management, and maintenance of complex ecommerce solutions for large enterprises. We provide the technical skills necessary to enable the effective use of technologies combined with the business context to leverage a solution to solve our clients' business challenges. We strive to fill the gaps in available technology with our own IP to reduce the barriers to adoption. We enable inclusive, immersive and highly personalized experiences for our clients and their customers. We build our products with a view to productizing and scaling technology to lower the costs and reduce the risks of implementing and managing our integrated solutions. Each of our solutions starts with reliable and reputable e-commerce and MDM platforms, which run on enterprise grade infrastructure that are customized to meet a variety of client needs, situations, and budgets. Over the next 10 years we will add new categories and capabilities that will define frictionless commerce ecosystems. This is a journey of technology acceleration combined with consumer readiness and adoption. We are looking for people capable of adapting relentlessly to the rapidly evolving world around us. Job Summary We are seeking a proactive and customer-oriented SaaS Customer Operations Engineer to ensure smooth and efficient operation of our SaaS product from the customer's perspective. The ideal candidate will have experience in customer support, technical troubleshooting, and a strong understanding of SaaS platforms. As a SaaS Customer Operations Engineer, you will: Guide new customers through the initial setup and configuration of the SaaS product. Provide technical support and problem-solving to address customer issues. Act as a bridge between technical teams and customers, ensuring seamless communication. Contribute to the continuous improvement of the customer experience within the SaaS platform. Key Responsibilities 1. Setup, Onboarding and Adoption: Coordinate and work with the engineering & SRE team on setup & configuration new environments. Guide new customers through the initial setup and configuration of the SaaS product, ensuring effective utilization of its features. 2. Technical Support and Problem Solving: Address technical issues raised by customers, troubleshooting problems, and providing solutions. Utilize Kibana/visualizations for troubleshooting and analysis. 3. Content Creation and Documentation: Develop and maintain technical documentation, tutorials, and knowledge base articles. 4. Product Feedback and Improvement: Collect customer feedback and analyze user behavior to identify areas for product improvement. 5. Collaboration with Internal Teams: Work closely with product, engineering, and sales teams to ensure seamless customer experiences. 6. Performance Monitoring and Optimization: Track KPIs related to customer experience, identify areas for improvement, and implement optimization strategies. 7. Proactive Engagement: Identify and reach out to customers who may need assistance, ensuring engagement and maximizing product value. 8. SSO Configuration: Assist with or handle SSO configuration for customers. Qualifications Customer-facing and oriented with a strong focus on customer satisfaction. 3-5 years experience in a customer oriented technical operations role. Experience working with Elastic Kibana and visualizations. Ability to think like a customer and translate technical concepts into understandable language. Must be available to work within the Eastern Time Zone 8-12pm M-F (So Europe or South Asia based) Experience with SSO configuration. Strong understanding of software architecture, databases, and cloud technologies. Excellent problem-solving skills and ability to troubleshoot technical issues. Excellent written and verbal communication skills. Analytical skills to analyze data and make data-driven decisions. Ability to collaborate effectively with cross-functional teams. Key Competencies Strong customer focus and commitment to delivering exceptional customer experiences. Problem-solving mindset to address technical and operational challenges. Exceptional communication and interpersonal skills to interact with customers and internal teams. Analytical and data-driven approach to identify trends and areas for improvement. Collaborative approach to work with cross-functional teams effectively. Pivotree is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible workplace.