Work at a Portfolio Company

Customer Supoort Engineer EMEA



Customer Service
London, UK
Posted on Wednesday, June 19, 2024

About Census 🔁

Census is the first Data Activation platform built on your warehouse. Sync 360° customer data to 200+ business tools today with Reverse ETL. Empower marketing teams to build dynamic audiences with a no-code segment builder.

Census is how data teams at companies like Canva, Figma, Rippling, Carta, and Notion build better business operations.

Backed by a16z , Sequoia, Tiger Global & Insight; we're a hybrid team headquartered in San Francisco that loves taking annoying problems most people avoid and building elegant solutions for them. We believe that data should be used for more than just making charts. This is why we invented integrations that work directly from cloud data warehouses.

Your Mission 🚀

We're looking for our first Customer Support Engineer in EMEA to join our team! You're the technical guru that bridges our customer-serving teams with our engineering and product. You'll be one part Customer partner, working closely with new and existing customers on highly technical challenges. And the other, working with the engineering team, helping to debug, diagnose, and direct the engineering and product teams to best address customer issues.

Your Responsibilities 🗓

  • Work directly with new and existing Census customers, alongside the rest of the Census team, to address any technical challenges they encounter.

  • Help cover live chat and email support during hours of operation.

    • We want to expand our current hours of operation to better support our users in EMEA and this role will cover GMT business hours and ideally have some flexibility to meet weekly and align with the team in PST.

    • Be up for onboarding in San Francisco to meet some of the team in person

  • Full ownership of major issues and customer challenges: debugging the issue; working with engineering and product to triage, develop a solution, and assign to product roadmap; keeping the customer updated with timelines and work-arounds.

  • Research, test, and build a deep understanding of data warehouses and destination tools.

  • Help document Knowledge Base articles that act as references for internal Census team members and external customers.

  • Provide a deeper understanding of the issue and workarounds to our customers.

  • White glove expectations - responsive

  • Remote/Hybrid friendly - not required, but welcome to hang with the Census team in London

Is This You? ⚡️

Here's what our dream candidate looks like:

  • Experience – You have 2-3 years of experience within a SAAS company in engineering, support engineering, or Q&A roles.

    • Have experience debugging and isolating issues, working with external APIs, and SQL Databases. You have an excellent understanding of APIs and how data moves between systems

    • Intermediate SQL knowledge, experience with dbt and Looker is a plus

    • Basic understanding of some coding languages and basic syntax

    • Familiarity with common SAAS tools like Salesforce or HubSpot. Ad platforms like Google Ads are a bonus.

    • Preferred Technical 4 year degree or equivalent work experience

  • Communicator – Excellent written and verbal communication skills. You have the ability to convey technical issues in a purposeful, clear, and customer friendly manner.

  • Self-motivated – Desire to work in a startup environment without the structure of big companies

  • Customer Friendly – You have empathy for our customers and take time to understand their pains, needs, and wants. You’ll go the extra mile to make sure their issues are resolved.

  • Curious – You always want to understand the technology "under the hood", and have a knack for learning technical concepts. You love troubleshooting deep technical problems at the API and application logic level.

  • Bonus Points! – You have experience supporting sales & marketing operations. And understand the technical pains and challenges of working with customer data and their tools.

Compensation 💰

£ 72,500 - £ 110,000

Our Benefits 🏆

  • Meaningful equity (we mean it!). We’re going to ask you to work hard and build an amazing company, so we are going to pay you well while we build, and set our sights on your equity having real value

  • We want you to take care of yourself, medical, dental, and vision plans are heavily subsidized for you, AND for your qualifying dependents

  • Investing in your future can be expensive so we want to help, their is a company match for 401K/Pensions

  • Flexible work schedule & unlimited PTO

  • Growing family? Amazing! 12 weeks of fully paid parental leave.

  • Annual All-Hands Offsite - hangout with your work-friends and make some memories!

  • All the tools you need to do your best work.

We believe the best companies bring together diversity in race, age, physical and mental ability, sexuality, gender identity, ethnicity, perspectives, and ideas. People do their best work when they feel like they are included, valued, and equal — when they feel like they belong. The Census we are building is a place where everyone brings their full selves to work knowing that they’ll be heard, championed, and supported to succeed. Come and join our Census flock! 🦩

What are you waiting for? Apply ⬇️