Customer Success Engineer

Ketch is a Series B, well-funded startup that’s focused on developing first-in class innovation around the domain of data management and privacy. Our vision is an intelligent, pervasive data fabric that respects the data rights of people and businesses. We envision a world in which societies, governments, businesses, and citizens move from rules to tools that respect our data dignity, and enable all stakeholders to responsibly harvest the gains of a data-driven economy. Ketch gives businesses and software engineers a coordinated set of APIs, applications, and infrastructure to help businesses exert perfect control over every scrap of responsibly gathered data. 
Backed by a strong investment team, and led by a multi-exit leadership team, we are ambitious to grow the product with strong passionate leaders who strike the balance of product vision AND execution, who don’t mind folding up their sleeves to do what it takes for us to achieve our goals. In short, a Thinker-Doer with Grit! Our founding principles are summarized in this YouTube video: https://youtu.be/Y2kHLmH6Mrc
This is hybrid role based out of the San Francisco HQ 3 days a week.
About the RoleAs a Customer Experience Engineer at Ketch, you will play a pivotal role in ensuring technical success for our customers by providing expert support, resolving issues, and delivering tailored guidance. You will serve as the primary technical contact, leveraging your deep software development expertise to troubleshoot issues, enhance product adoption, and elevate customer satisfaction. Working closely with engineering, product teams, and customer-facing units, you will drive the growth and success of Ketch’s platform while delivering exceptional customer experiences.

Key Responsibilities

• Promptly resolve technical issues to minimize customer downtime and maintain business continuity.
• Manage and optimize the support desk and portal, ensuring efficient tracking, resolution, and communication of customer issues.
• Act as the technical subject matter expert (SME) for Customer Experience Leads and customers' technical teams, offering guidance on complex technical challenges.
• Collaborate with engineering and product teams to develop troubleshooting tools that improve operational efficiency and empower customer self-service.
• Develop and maintain a comprehensive knowledge base to enable customers to independently resolve common technical issues.
• Analyze customer issues, identify trends, and provide actionable insights to drive product improvements.

About You

• You bring over 5 years of hands-on experience in software development within the technology industry, ideally in enterprise cloud-based software companies.
• Proficiency in developing dynamic and static websites using modern technologies such as HTML5, CSS3, JavaScript, and frameworks like React, Angular, or Vue.js.
• Strong expertise in RESTful and SOAP APIs, with the ability to troubleshoot integration issues and optimize data flow, security, and efficiency.
• Experience in creating cross-platform mobile applications using React Native, Flutter, or native environments (Swift, Kotlin).
• Proven track record of integrating third-party services and tools into applications, including OAuth, API keys, and authentication protocols.
• Hands-on experience with scripting languages (e.g., Python, JavaScript, Ruby) for automation and system enhancement.
• Familiarity with testing and troubleshooting APIs using tools like Postman.
• Ability to tailor technical solutions (websites, mobile apps, integrations) to meet specific business requirements.
• Understanding of scalable distributed systems and familiarity with container orchestration tools like Docker, Kubernetes, or Helm (a plus).
• Working knowledge of databases (e.g., Oracle, MySQL, Postgres, MongoDB) and cloud storage technologies (e.g., Amazon S3, Google Cloud Storage - a plus).
• Strong interpersonal skills with the ability to build effective relationships across R&D, sales, and engineering teams.
• Excellent communication skills, both verbal and written.

About KetchKetch enables companies to adapt programmatically to fast-changing regulations, while managing risk and cutting operational and privacy engineering costs by 80%.Ketch customers achieve complete, dynamic data control and intelligence over personal data across the business data ecosystem, creating a foundation for leveraging permissioned data for Al, personalization, and advanced data and analytics initiatives.
Ketch culture is based on the following values: Passion, Growth, Grit, Collaboration, and Integrity. Our cult