• Locations
    • Remote
    • Europe
    • United Kingdom
  • Date Posted
  • Aug. 23, 2021
  • Function
  • Software Engineering
  • Sector
  • Fintech

Build the world’s fastest Identity and Checkout products

Company Mission

Our mission is to make buying online faster, safer and easier for everyone. Fast Login and Fast Checkout enable a one-click sign-in and purchasing experience that makes it easier for people to buy and merchants to sell. The company’s products work on any browser, device or platform to deliver a consistent, stress-free purchasing experience. Fast is entirely consumer-focused and invests heavily in its users’ privacy and data security. Headquartered in San Francisco but open to a globally remote workforce, we are a founders-led, privately held company funded by Stripe, Index Ventures, Susa Ventures and other world-class investors.

We are committed to diversity and inclusion, and demonstrate our values through equitable pay, fantastic benefits, and access to all reasonable accommodations.

We are hiring a Technical Customer Success Engineer. This multifaceted role is responsible for delivering industry-defining, future-forward technical care for Fast’s growing seller base. This new role is critical in bringing the Fast Customer Success mission to life to its community and directly contributes to Fast’s growth.

Role

  • Handle day-to-day customer interactions and technical requests such as installations, onboarding assistance, and solving problems for Fast’s community of sellers
  • Serve as the pivotal person to resolve complicated technical issues from sellers
  • Handle and allocate customization requests from strategic sellers for the Customer Success (CS) team
  • Work directly with Sales, Account Managers, and the broader CS team in addressing customer issues, prioritizing asks, and coordinating seller communication
  • Collaborate with key partners in Sales, Product, Engineering, Marketing, Payments, Fraud and Security to represent the voice of our seller and customer communities
  • Work on testing, troubleshooting, and providing technical support for integrations with platforms and direct integrations
  • Participate in end-to-end testing for new features being released by Product and Engineering
  • Build and improve workflow to supervise technical support metricsImprove and update existing processes or resources for technical customer support
  • Thrive in building and nurturing internal relationships with partners and making data-supported recommendations which impact external customers.

Who You Are

  • You always have the customer’s best interest in mind
  • You’re proactive, resourceful and a problem-solver
  • You’re extremely curious and can’t wait to dive into sophisticated problems
  • You are a relationship builder and develop rapport with partners
  • You have a knack for simplifying and explaining sophisticated problems across any audience
  • You good technical and analytical skills

Basic Qualifications

  • Demonstrated ability in an account management, customer service, or technical support role
  • Proficiency in HTML / CSS / JS skills
  • Proficiency in tools such as Zendesk, Salesforce, Confluence, Rockset, Hubspot, and workflow efficiency software
  • Proficiency in Google Analytics, Google Tag Manager, AdRoll, FB Pixel
  • Experience supporting an enterprise-level or global technical support/service organization

Preferred Qualifications

  • European language skills
  • Proficiency in SQL, Python, R
  • Experience in direct system integrations and process automations
  • Manager or team lead experience
  • Benefits and Perks- Because People Matter
  • Comprehensive insurance (paid 99% by the company) with no deductible, and 10 dollar copays
  • Globally remote with flexible work schedules to fit your needs
  • Generous paid parental/family leave for all caregivers- up to 12 weeks
  • 401k with match up to 4%

Equity grant

  • People-focused PTO that you determine- time off is there when you want it, when you need it
  • Frequent inclusive events scheduled to allow everyone to express their voice (or dance skills)
  • Monthly exercise and internet stipends---and snacks