All vacancies

Customer Success Engineer

Remote (Pacific Timezone)

Calipsa is one of London’s fastest-growing deep learning technology companies. Our mission is to make the world a safer place by helping to detect and prevent crime. Calipsa’s AI platform analyses CCTV video in real-time to assess risk, filter out false alarms and automatically notify alarm monitoring services. Founded three years ago, we are currently going through a period of significant growth and are looking for a talented Customer Success Engineer to contribute to our journey. 

Role description:

As a Customer Success Engineer, you will be responsible for responding to technical inquiries and issues from our customers. 

Tasks and Responsibilities:

  • Installing/configuring/auditing surveillance camera systems, diagnosing hardware/software faults, and solving technical problems - either over the phone or by email.
  • The successful candidate will be comfortable working in a fast paced environment, have an ‘everything is possible’ attitude, value transparency and have a collaborative working approach. 
  • Log all calls in Zendesk Support ticketing system, creating detailed/accurate entries.
  • Provide proactive communication with customers to keep them informed on project or incident progress, setting clear expectations for follow-up and following through on those commitments.
  • Own problem investigations through to resolution.
  • Provide feedback to the Engineering team for product improvement.
  • Edit and maintain customer support knowledge base and FAQ documents with the overall goal being to empower customers to solve issues themselves.
  • Train and onboard customers in both one-on-one and small group settings.
  • Participate in pre-sales consultation when necessary.
  • Develop troubleshooting, testing and procedural documentation to be used internally as well as for customers.
  • There’s no prerequisite industry knowledge required, but a genuine interest in AI, Machine Learning and technology is a strong plus.

What you'll have...

Essential:

  • Provide courteous and professional service through: phone, email, web, and other electronic platforms.
  • Excellent verbal and written English communication (professional working efficiency and above).
  • Ability to translate complex technical terminology and concepts into terms that are easily understood to both technical and non-technical stakeholders.
  • Ability to collaborate effectively across internal teams and external 3rd parties to resolve complex technical problems through escalation of cases in an efficient and effective manner.
  • Demonstrated ability to manage stressful situations in a calm, courteous, and efficient manner.

Desirable:

  • Bachelor's Degree in Information Technology, Computer Science, Software Engineering, etc. or equivalent combination of experience and relevant certifications (CompTIA A+, Network+, MCSA, CCNA, etc.) AND/OR 2+ years experience in a software/hardware system troubleshooting, analysis, technical support, etc. role with a heavy customer focus.
  • Strong working knowledge of network protocols: TCP/IP, DNS, SMTP, DHCP, etc.
  • Ability to read software logs and run basic SQL queries in order to run the first level diagnostic for our customers and advise them on the appropriate solution.
  • Working knowledge of systems management tools such as: G Suite, Jira, Confluence, Kibana, Zendesk, Hubspot, etc.
  • Experience on-boarding and training customers on SaaS products.
  • Experience with IP addressable security cameras, NVRs, VMSs, and other devices (Hikvision, Dahua, Axis, etc).

Important information:

This is a remote position. We will only be accepting candidates in North America, with a preference for the Pacific Timezone. Must be available for scheduled on-call rotation, which includes evening and weekend coverage, as needed.

To apply for the role, or for more information, please send us a copy of your CV.