Python Job: Sales Engineer

Company Overview

Roadie is improving developer effectiveness in engineering organizations across the globe. By helping companies adopt and use Backstage, the open-source developer portal and service catalog developed at Spotify, we are making developers' lives easier and more productive.

We are a fully remote, seed stage startup, backed by some of the best investors in the DevTools ecosystem. From developer first VC firms like Boldstart, to individual angels like Guy Podjarny - the founder of developer focussed security company Snyk and Adam Gross, the ex-CEO of Heroku.

Though our company is young and has grown quickly, we have maintained a tight-knit culture and way of working. We are 30% woman or non-binary and we’re spread across 6 different European countries.

We aim to create a company culture where individual employees are empowered and trusted to do their best work. We are focused on collaboration, learning, and community conscientiousness.

Role Description

You will be the voice of the customer within Roadie. You will be the first line of support for all queries coming from customers and prospects who are in trials.

We believe we’re at an inflection point where we can build a huge company if we make the correct choices now. We grew revenue by 1000% in 2021 and 2022 is taking us to new heights. The work you do will directly impact that forward progress.

This is the first role of its kind in Roadie. You will get to shape Roadie’s nascent support processes so that they help accelerate Roadie’s growth. We are a small team made up of 6 engineers, a CTO, a Chief of Staff, a Product Marketing Manager and a CEO. You will work closely with the entire team as well as Roadie’s customer and prospect base.

Some of the things you might work on in your first few months:

• Learning to support Roadie customers to the high standard that we have come to be known for!

• Scaling slack support. Slack channels are key to our sales success but we need them to work in a scalable way.

• Building feedback loops so we can understand how new changes affect the customer experience quickly.

• Analyzing frequently asked support questions and building reusable responses to them.

We currently support customers through four channels: Slack, email, Discord, and Intercom chat messenger. You will be responsible for monitoring these channels and triaging all requests to ensure they have a first response. Where you can, you should see these through to completion but where you require support from an engineer you should hand these off or work with an engineer to get a response to the customer.

A work smarter not harder mindset will be very useful. You should aim to build out ways to make your job more efficient as you go, such as creating macros for common answers, writing and improving help docs, and optimizing flows where you can.

• This is an excellent opportunity to join a fast-growing venture-backed start-up that is building a whole new market. Our customers are established scale-ups like snyk.io and Contentful.

• You must be located in the EU or the US Eastern Time Zone.

• We offer a competitive salary based on experience

• We provide a meaningful stock options package

• 40 days paid time off (inclusive of official holidays in your base location)

• Fully remote position with flexible working arrangements

• Mental health program designed to support our employees in their personal and professional lives through psychological counselling and CBT

• Travel may be required at least once a year to meet the team.

Who you Are

• You are curious and love solving novel technical and complex problems.

• You are excited about influencing the product roadmap at an early stage company and seeing a product grow and improve rapidly.

• You are a customer advocate and you understand the importance of representing the customer’s point of view when working cross-functionally.

• You are comfortable with a lot of autonomy - this is the first role of its kind within Roadie so you should be excited about shaping the role in line with the changing needs of Roadie and its customers.

• You are a builder - we are a small team and although we are growing rapidly we like to do a lot with a little. We want someone with a big and bold vision for the future of this role but who is also willing to roll up their sleeves and build the path to that vision.

Essential Skills ✨

• Experience working in frontline B2B technical support, technical customer success, solutions engineering, in a high-growth company or a start-up environment.

• Excellent communication skills regardless of whether your audience is technical or non-technical. You must have fluent written and spoken English and be very comfortable talking to customers from all industries.

• Experience identifying patterns in the customers’ experiences and communicating these patterns effectively to non-customer facing team members.

• Experience with identifying improvement opportunities in processes and developing novel solutions to improve them.

• Experience with the following:

  • scripting (eg. JavaScript/Python/Bash);

  • using and optimizing CRMs (eg. Salesforce, Intercom);

Nice to Have Skills:

• It would be excellent if you have proven experience within support at an early stage company. You will be responsible for building a vision around the long term customer needs of Roadie and you will need to carve out a clear path of how to achieve this vision. It would be a huge bonus if you had experience doing this in another company.