Lead Customer Success Engineer

Who We Are  

Stylitics is the leading visual outfitting and styling solution for the world’s top retailers and brands. Our clients include Nike, Macy’s, Kohl’s, Revolve, Puma, Crate & Barrel, Bloomingdale’s, and dozens of others. Founded in 2011, Stylitics uses a powerful combination of algorithms, trend data, and stylist expertise to deliver millions of on-brand outfit recommendations daily across multiple channels such as e-commerce, email, advertising, stores, and social media. About 100 million shoppers use Stylitics content and technology on retail sites each month to find inspiration, discover new products and brands, and gain confidence in how to style their purchases.

About the Role 

The lead customer success engineer is one of many responsible for excellence in production. For us, "Enterprise customer support" means extremely high quality technical support and guidance. Particularly, it means rapid, complete, clear answers to clients on Zoom calls, and understood by the internal teams you'll work with.

What You Will Do

• Manage: our burgeoning team of customer success engineers. You'll manage our Customer Success Engineer (and we're hiring into this), and collaborate with our software engineers.
• [Help re-]Design: our ticket intake system. Opinions about technical support processes are welcome!
• Triage: Is it a client's bug or ours? Does a repeated client-bug imply we change our documentation or functionality?
• Debug: Speed of resolution depends on the quality of debugging.
• Resolve: At Stylitics the most-frequent and ideal case are the same: shared understanding and quick resolution.
• Document: You and your team keep the knowledge base updated with the above, equipping other teams with historical context, and intuitions about future situations.
• Push knowledge laterally: You'll be an owner of the knowledge base, the expansion and propagation of which equips teams to act in your stead.

Qualifications

• Excellent communication skills, written and verbal. For example: Being able to explain a concept at multiple levels: in an email to a client, in an email to a client's developer, and in a licked-finish knowledge base article.
• Experience with the frontend. This can overlap with modern javascript dev experience, but doesn't have to. Pointedly, we publish integrations our clients use in myriad environments. We debug environments we don’t control. This is (1) inevitable: we consider ourselves a polite guest in our clients' environments and (2) inspiring: we must know enough to exceed clients' expectations despite debugging-from-afar.
• Adaptability. You'll be one of many responsible for the technical quality of our clients' experiences. Though javascript experience is required, candidates benefit from all technical experience. SQL is optional and learnable on the job to query our analytics platform. The broader web and internet (content security policies, server name identification, cache headers, single-page applications) -- our clients have a range of integrations about which Stylitics must speak with expertise. You are the lead but you are not alone; you'll work with the director of engineering operations who has overseen this function since its inception.

Salary

When we find the right person, we try to put our best foot forward with an offer that excites you and is fair on our end. We consider the skills and experience you bring, what similar jobs pay and make sure there’s equal pay for equal work among those you’ll be working with. The compensation amount for this role is targeted at $110,000.00 - $130,000.00. The final offer also takes into account other factors of a total compensation package. Please note that the range is being shared in good faith and is subject to modification based on changing market and business conditions.

Our Benefits & Perks

• Vision and dental insurance options that are fully covered by us
• Medical plan coverage, with options that start at no cost to you  
• Competitive salary along with career planning for the future
• For this role, stock options in a company that is growing rapidly and successfully
• Commuter benefits program
• Company matched 401k plan to help plan for your future
• Generous paid time off policies
• Work events - both virtual and in person
• Access to Gympass - a company paid benefit giving you access to numerous physical and mental well being needs
• Working with fun, hardworking, nice people who are committed to making a differe