About the Role
We're seeking a skilled Technical Specialist to drive customer satisfaction across our products.
This role is part of our Customer Success team and focuses on eliminating customer pain points, particularly complex escalations, plugin ecosystem risks, and upgrade/compatibility predictability.
As a technical lead, you'll own critical moments that impact customers, such as blockers, upgrades, and plugins/integrations uncertainty.
You'll collaborate with Support, Customer Success Managers, Product, and Engineering teams to resolve issues quickly, prevent repeats, and deliver improvements that enhance product adoption and operation at scale.
* Owning customer experience outcomes
* Driving measurable improvements to customer experience: faster resolution of complex issues, fewer repeat incidents, safer upgrades, and clearer guidance
* Identifying top friction points across the customer journey (especially post-onboarding) and leading cross-functional efforts to remove them
* Transforming recurring pain into durable fixes: documentation, tooling, product changes, and support enablement
Leading Critical & Complex Customer Escalations:
Serving as the escalation owner for high-severity or technically complex customer issues involving our products (often spanning products, plugins, integrations, upgrades, and performance).
Executing end-to-end resolution: triage, RCA, mitigation/workarounds, coordination with Engineering, and closure with clear customer communication.
Creating high-quality artifacts: repro steps, logs/diagnostics guidance, root cause summaries, and prevention recommendations.
Leading post-incident follow-up: corrective actions, runbooks, KB articles, and internal learning loops.
Driving Execution of Plugin Strategy to Reduce Customer Risk:
Driving execution of our plugin strategy to improve customer confidence and predictability (when to use plugins vs core, how to evaluate risk, and how to upgrade safely).
Maintaining and publishing a compatibility and risk view: supported product versions, known issues, dependency risks, upgrade advisories, and mitigation steps.
Partnering with Product/Engineering to influence platform changes that reduce plugin breakage and improve extension ergonomics.
Creating Scaled Technical Enablement:
Producing technical content that directly reduces customer friction: upgrade playbooks, 'known good' configurations, best practice recommendations, troubleshooting guides, reference architectures, and integration examples.
Leading workshops/webinars and customer enablement sessions focused on best practices operating our products.
Cross-Functional Improvement Engine:
Collaborating with Support to improve triage, escalation paths, and deflection through better tooling and knowledge.
Working with Product on prioritization by quantifying customer impact (frequency, severity, revenue risk).
Supporting Engineering by delivering clear problem statements and validation plans; helping define release readiness checks that reflect real customer environments.
What Success Looks Like:
Customers experiencing fewer 'stuck' moments and reporting higher confidence operating and upgrading the product.
Escalation MTTR improving, and repeat issues dropping due to durable prevention.
Plugin-related uncertainty declining through clear guidance, compatibility posture, and upgrade advisories.
Support and CS gaining leverage via reusable runbooks, diagnostics, and enablement assets.
Product improvements reflecting real customer pain, tied to measurable outcomes.
Requirements
* Demonstrated experience improving customer experience in a technical, customer-facing role (Technical Specialist, Solutions/Implementation, Support escalation, SRE/DevOps with customer interface)
* Strong familiarity with our products and their ecosystems (APIs, upgrades, extension/plugin landscape)
* Proficiency in Python, and working knowledge of Django sufficient for debugging, issue triage, and effective collaboration with engineers
* Proficiency in SQL, and working knowledge of Postgres
* Solid Linux system administration skills (services, logs, permissions, packaging, networking fundamentals)
* Excellent incident prioritization and leadership skills: calm triage, clear comms, root-cause thinking, and cross-functional coordination
* Strong technical writing: can produce customer-ready guidance and internal runbooks
Bonus Skills
* Kubernetes experience (Helm, ingress, persistent storage)
* Observability experience (metrics/logging/tracing) and performance debugging
* CI/CD and automated testing familiarity (especially for Python projects)
* Prior developer advocacy experience (talks, workshops, community engagement)