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Senior Customer Success Engineer (f/m/d)

Senior Customer Success Engineer (f/m/d)

locationKiel, Germany
remoteFully remote
PublishedPublished: 1.9.2022
Full time

We’re seeking a full-time Technical Support specialist to join our growing team. In this role, you will be responsible for providing frontline technical support for individuals, teams, and companies using Gitpod and help build out our enterprise go to market.

We are a highly-motivated, fully-remote team, organized in a flat hierarchy, and led by technical founders. We love open-source, have started and lead many popular open-source projects, and contribute to many others. We celebrate diversity and strive for an equal, inclusive, empathetic and welcoming environment. Bringing diversity to the team is a big plus. If you are part of a marginalised community, and are not sure if you should apply, please get in touch.

As part of the team you will ...

☸️ Support customers running Gitpod in Kubernetes in the Cloud

You have several years of experience in technical support. You are comfortable in Linux environments. You have spent at least a year working with Kubernetes in one of the three major clouds (Amazon, Google, Microsoft). 

👌Help Gitpod improve the developer experience at every company

You want to collaborate with Engineering to debug and fix customer issues wherever they may be. You enjoy working across Customer Success, Sales, and Engineering to help users successfully deploy and employ the product.

🤾‍♀️Co-own the product and work self-directed

We work with a very flat hierarchy, organizing our tasks in iterations with the freedom to do the right thing. You consider developing software as part of your job as a plus.

👯‍♂️Work with customers, community, and in the open

Our DNA is deeply rooted in open source, and we are building Gitpod in public. This team is fortunate to see firsthand how Gitpod is changing the developer experience for the better within our customers.   

📟Be on call

We have an on-call rotation for our support offering that every field engineer is expected to participate in once they're ready. It is important to us that this doesn't put strain on your life outside of work and thus we try our best to contain your on-call hours to your work-hours and provide time compensation for on-call activities outside of work.

What we need

🤝You share our values

We are developer-led and aim for a frictionless experience when interacting with our product, company, and brand: no hurdles, no BS, and unnecessary extra steps. We are open-minded, inclusive, transparent, and curious. We always remain students of the game, not masters of the game. We have opinions but are not opinionated. We integrate, don't dictate.

🎯You care for our mission

Developers architect our future. Gitpod democratizes software development by making it more accessible to all developers. Ready-to-code, cloud-based development environments streamline how software is written today.

🧩You embrace open source

You follow relevant open-source projects, and maybe you contributed; perhaps you know the maintainers. Gitpod itself is open-source and built on open-source projects, such as Kubernetes, Helm, Terraform, Grafana, Prometheus, and many more. Knowledge about such projects will help you work on Gitpod, and learning about Open Source will help you make Gitpod a better Open Source project.

🏃‍♀️You are pragmatic

You understand that doing the right thing gives you momentum, while doing something perfectly can cost a lot of time.

🤓You are a curious deep diver

You know that humans and documentation often do not have an answer. That is when you dive. You read code, issues, explore metrics, traces, logs, or conduct experiments. When you surface, you know the answer, and the team will love you.

🗣You are a good communicator

We work remotely; our users are remote too. You value writing and express yourself concisely. You may hold strong opinions, but you are not ideological. You communicate thoughtfully, always assume others speak in good faith, aim to understand opposing perspectives, and compromise when needed.

Our Stack

Gitpod is a distributed application running on Kubernetes

Services are written in Go and TypeScript (Node.JS), while all things frontend are React and TypeScript. We communicate using gRPC, RabbitMQ and JSON-RPC. We develop Gitpod in Gitpod, build using leeway and werft and automatically deploy preview environments for every branch.

We run on Google Cloud Platform

There we use GCP, Buckets, BigQuery and more. We may expand to other cloud providers. We make Gitpod self-hosted available through installers for vanilla Kubernetes, GKE, EKS, AKS and K3s.

We also build the tools to operate Gitpod wherever the community is

Our installer is written in Go. Cloud images are built with Packer. There are bash scripts and a few lines of yaml. Gitpod self-hosted runs on Kubernetes, GKE, EKS, AKS and K3s.

Browser-based productivity tools for the rest

Gitpod for development, GitHub for issue tracking and as git hoster, Slack for comms, Figma for design, Notion as our virtual HQ, Pitch for slides, Loom for screencasts and a few others.

We care about you

  • 6 weeks paid time off
  • Fully remote & flexible working hours
  • Competitive salary & equity package
  • Regular offsites with the whole company
  • Mental health stipend
  • Educational budget
  • Physical health stipend
  • Premium work-from-home equipment

The Process

We are fully remote - so is our hiring process. We value written and async communication, you will get a taste of it during the process.

  • Step 1 - Submit your application by filling out the form on the right side. The more information you give us the better. We will review your submission and may reach out with a quick questionnaire.
  • Step 2 - Screening questionnaire (async). We prepared a couple of questions that you can either answer in text or by recording a Loom video.
  • Step 3 - Technical challenge & interview. We are open-source so we are interested in how you would tackle solving some of our real world challenges. We take them directly from our backlog. We are conscious of your time and will, of course, reimburse you for your efforts.
  • Step 4 - Gitpod Fit. All Gitpodders share a set of values. Get to know our founders and see if there is fit and a common ground for a successful working relationship.
  • Step 5 - References. Before receiving the offer we would like to better understand how former colleagues have worked together with you.
  • Step 6 - Join Gitpod and help removing friction from the developer experience 🍾

Years of experience

  • Senior
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