Customer Success Engineer


Posted 1 month ago

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⚠️ Canada only. Your application will be automatically rejected otherwise

The role is 100% remote.

It's our time to scale. It's your time to be part of something big.

Tulip's mission is bold. We're a team of experts who have worked with and for retailers over the past 20 years. We are driven to disrupt an entire industry and enable one of the world's largest job markets.

Tulip has built a retail mobile software platform that empowers leading retailers such as Mulberry, Chanel, Saks Fifth Avenue, Kate Spade, Coach, and Michael Kors to give mobile devices to their store associates so they can elevate service, sell more and provide a personalized experience.

Tulip is a place you come to make an impact, working with like-minded people to build something meaningful using the best technology. We are growing, and while lean is great, we need more people, energy, innovation and talent.

Right now, we are adding a Customer Success Engineer to the team. Customer Success Engineers are key contributors to Tulip’s support organization. In this role, you will leverage customer-facing experiences and be responsible for Tulip’s support triaging, execution, and resolution of severity 1-4 tickets and incidents. You will research and implement solutions to prevent or mitigate customer issues through a combination of proactive support and monitoring. You will partner with our Engineering team and other cross-functional teams to provide the highest level of support and subject matter expertise to some of our largest and most strategic accounts. This is a suitable career opportunity for a highly motivated, customer-centric, self-directed individual who is interested in learning and supporting a cutting-edge retail SaaS/mobile platform.

What you will do:

  • Troubleshoot complex customer problems to establish the root cause of problems and form a solution, provide code fix or workaround across a range of environments.
  • Debug software defects escalated through the field and provide solution to customer
  • Build and maintain a library of technical documentation designed to help accelerate issue resolution and reduce time required to resolve
  • Assist in software deployment activities
  • Proactively prevent issues that could have a negative impact on our customers
  • Participate in an on-call rotation to ensure 24/7 coverage
  • Automate repetitive processes and work on enhancing self-serve features to reduce the time to resolve and increase efficiency.

What you bring:

  • Over 3 years of experience as an Application Support Engineer supporting enterprise software - experience on retail software is a plus
  • Over 1 year of experience in Deploying, Monitoring and Supporting SaaS applications
  • Experience with common web technologies such as MySQL, Nginx, Apache, Solr, PHP, Golang and JavaScript
  • Experience with cloud infrastructure such as GCP, AWS, etc.
  • Exposure to basic Unix scripting and commands
  • Ability to work in a dynamic environment with changing priorities
  • Strong written and verbal communication skills, including the ability to distill technical concepts to a non technical audience

Tulip has perks, career progress, and an intimate culture. We have:

  • An excellent healthcare plan with no wait time, paid parental leave, and corporate gym rates.
  • A culture of openness and idea generation. We have weekly all-hands and quarterly town halls. We pride ourselves on our transparency and keeping it real. From the most senior to the newest team member, we give you access to decision makers and career building work.
  • The opportunity to grow and apply new skills be it hands-on or leadership. We prioritize diversity, inclusion, and building a community. We're a little weird but in a good way.
  • Embraced remote culture! Work remotely, permanently, and full-time.
  • Ability for employees in many roles to choose to work a 4½ or 4-day week.
  • A “workcation” benefit that’ll let you work reduced hours in order to extend your vacations

Why we are awesome.

Tulip is hungry and humble. When you join Tulip, you'll be part of a strong, thriving, diverse group of people who come from different disciplines, countries, and experiences. We do what we love and it shows in our unrelenting pursuit of affecting real change. We believe in investing in our people, building positive relationships with our customers, and treating our work like our craft.

Tulip is at the cutting edge of technology. We work with big-name retailers. It's a chance to step up to solving complex technical problems and develop a deeper understanding of the retail world while being part of a niche startup style company. We don't fear failure; we embrace challenges. We're excited about taking the lesser known paths, using the open source tools and keeping up with the pace of evolving tech solutions. It's fun, it's fast, and it's future-focused.

Tulip gives back. Inspired, passionate, and committed people helped make us the successful company we are today. We challenge norms and put people before profits. Our CEO, Ali Asaria, created The Tulip Foundation, a charity controlled by all of us, the employees. We believe we can build a great company that changes the technical space while simultaneously giving back to society and the community.

Join us.

Feel like you can't tick all the boxes? If you have some of the skills and experience that we're looking for and are willing to use your talent to learn the rest, we encourage you to apply.

Tulip Retail is strongly committed to equal opportunities in employment. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, and others who may contribute to the further diversification of Tulip Retail.

Tulip Retail welcomes and encourages applications from people with disabilities. Accommodations are available by request for candidates taking part in all aspects of the selection process.

Apply for this job

⚠️ Canada only. Your application will be automatically rejected otherwise

We are a mobile retail platform built to power the connected store.

Our Working week

We let employees choose between a 4 or 4.5 day work week. We are currently in a pilot stage

  • Mon
  • Tue
  • Wed
  • Thu
  • 🏖️

Our Vacation Policy

We have 5 weeks holiday per year in addition to statutory holidays

  • 31 days
  • 52 Fridays
  • 83 days off per year

We work 100% remotely

We work fully remotely and mostly based in Canada.

Our Benefits

  • Health insurance
  • 401(k) company contribution

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