Success Engineer, Product

Embark Veterinary

Biotech/Science

Full Time

Boston, MA

1 week ago

About Us

Discover your dog more than fur deep with the most comprehensive DNA test on the market. Designed by world leaders in dog genetics, in partnership with Cornell University, the Embark DNA Test tells owners what breeds make up their pets, how to prevent future possible health problems, and what features and traits their pet might have. Help us end preventable disease in dogs and improve the lives of pets and their people through genomics.

Embark is the only dog DNA test using a research-grade DNA microarray, letting us give our customers the most accurate and comprehensive results on the market. More importantly, it allows us to do ongoing research into the genetics of dogs, which are a fantastic population for genetic discovery due to selective breeding over time. Our research focuses on mapping new traits and diseases, improving personalized veterinary medicine, and developing new breeding programs to eliminate preventable diseases in pets.

Interested in joining? We’re looking for highly motivated and driven employees who will help us stay on the cutting edge of creativity and innovation in the fast-growing consumer genetics space.

The Role

Embark is a mission-driven company with customer success as a significant driver of our ability to end preventable disease in dogs. We pride ourselves on consistently delivering and satisfying customers. This shows in our outstanding customer satisfaction ratings and review scores across the board.

This is a key first hire for forming Success Engineering at Embark. This specialist role will strive to delight Embark’s customers by removing roadblocks for internal and external customers of the Engineering team. The primary role will be to serve as the bridge between our Customer Success and Engineering teams in close coordination with our Product team and secondarily support services provided to internal R&D teams.

The Opportunity

  • Manage, triage, and inform prioritization of escalations to Engineering primarily from our Customer Success team, but at times other internal and external customers
  • Improve customer satisfaction by working with Product and Engineering to build out the processes, documentation, and tooling that enable our Customer Success team to delight our customers with faster, simpler resolution
  • Increase Customer Success team throughout by reducing the need to escalate and resolving escalations as needed
  • Minimize time to reproduce bugs in Engineering by clearly triaging escalated issues

Requirements

  • Excellent understanding of prioritizing customer care in a customer support and/or other service-oriented customer-facing roles
  • Confident in fixing bugs and maintaining code written in TypeScript/NodeJS on an Agile software development team
  • Excellent debugging skills
  • Ability to bend technology to their will to resourcefully find solutions without coding
  • Passion to combine technical and soft skills to solve complex problems that enable others to succeed
  • Knowledge of data analytics with SQL is a plus
  • Experience working on a consumer-facing product a plus
  • Willingness to participate in on-call rotation including some weekends and holidays

What to expect in your first 6 months

  • 30 days:
    • Goal: Learn and begin understanding how to be a part of your software engineering team
    • 1st week:
      • Open Pull Request for a story tagged as Good First Task
      • Complete onboarding checklist to get development environment and app running
      • Update onboarding documentation
    • 2nd week:
      • Review Pull Requests
      • Open one or more bug fix Pull Requests
      • Shadow triage of day time on-call drills
    • 3rd week:
      • Shadow triaging issues escalated to your team by Product + CS
      • Address JFDI bugs before they reach the rest of your team
      • Create thoroughly triaged cards with steps to reproduce for the rest of your team to collaborate with you on
    • 4th week:
      • Become the primary contact for triage of issues escalated to your team from Product + CS
  • 60 days:
    • Goal: Become the primary contact for triaging issues escalated to your team from Product + CS
    • Collaborate with the Web Development Engineering Manager to define tiered escalation paths to support Product, CS, and Embarkers who use your team’s products
    • Reduce low severity escalations to your team by triaging, debugging, and fixing escalations without code changes when possible
    • Reduce repeated escalations by submitting limited scope Pull Requests
    • Join weekend on-call rotation
  • 90 days:
    • Goal: Become the primary contact for triaging ALL issues escalated to your team from Product + CS
    • Demonstrate an understanding of Embark’s core values
    • Inform Product on prioritization of bugs, maintenance, and features to facilitate the success of the team’s using your team’s products
  • 6 months:
    • Streamline escalation workflows to minimize distractions to your team while effectively solving the needs of the customers of your team
    • Regularly submit Pull Requests for bug fixes and enhancements
    • Inform quarterly initiatives that significantly improve the success of your team’s customers

What We Offer

  • Dog-friendly office near South Station, Boston
  • Perks tailored for dog lovers including subsidized dog-walking services and paw-ternity leave
  • Startup perks with big-company benefits
  • Competitive salaries, all-inclusive health care, and equity participation
  • A flexible vacation policy along with paid maternal and paternal leave
  • Fully-stocked office snack bar and regular office events
  • New iMacs and MacBook Pros, or laptops running Linux
  • Continuing education including attending conferences

Embark is an equal opportunity workplace and values diversity at our company. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, citizenship status, sexual orientation, age, disability status, marital status, gender identity or expression, veteran status, or any other characteristics protected by federal, state or local laws. See also EEO is the Law.

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