Customer Success Engineer
At Carousel Digital Signage we create spaces that make people feel welcomed, informed, and connected, and we want our customers to feel the same way about their relationship with us. The Customer Success Engineer (CSE) is the go-to resource and escalation point for Customer Success Managers for technical guidance both internally and customer facing.
To Carousel’s customers, the CSE is a technical expert who teams up with the CSM to provide assistance and guidance on detailed technical aspects of their signage deployment with the goal of achieving their core project objectives. The CSE will also help bolster our Tier 1 support team with product-specific knowledge and ownership of more complex issues and bugs.
Internally, the CSE is a technical resource for the broader Customer Experience team using their technical aptitude and tenacity for solving problems.
The CSE is a solutions-oriented person who enjoys helping others solve their problems. They’re smart, curious, collaborative, and proactive. The CSE is driven by a desire to help customers achieve their goals with our products and services and continue to see value throughout the relationship. The CSE is a person who sees technical challenges to be solved, and their professional curiosity drives them to explore new and novel uses of the products and integrations.
WITHIN ONE MONTH, YOU’LL
- Become familiar with the Carousel Cloud product and its core use cases through the use of our training offerings and participating in customer demonstrations, onboarding calls, and account reviews.
- Begin exploring basic usage of the Carousel Cloud interface for updating and interacting with channels and creating bulletins.
- Begin familiarizing yourself with the most commonly used players: BrightSign and AppleTVs.
- Begin familiarizing yourself with the major integration categories and most commonly used integrations, e.g. Single Sign-On, Common Alert Protocol.
WITHIN THREE MONTHS, YOU’LL
- Develop a familiarity with Carousel’s CRM and other associated customer management tools and basic tasks.
- Begin assisting with triaging customer support tickets as a means of providing assistance to the support team as a component of the role and gaining experience with the product.
- Expand your testing environment and experience through troubleshooting issues on less commonly used players and workflows.
- Begin assisting with replication of potential defects for submission to engineering.
- Provide customer assistance with basic player setup assistance, SSO & CAP integrations in common workflows.
WITHIN SIX MONTHS, YOU’LL
- Provide customer enablement for a broad range of player set up assistance and begin to tackle more complex SSO and CAP integration scenarios.
- Assist in monitoring the Tier 2 Support queue when not engaged with customers in the adoption phase.
Responsibilities
- Facilitate customer enablement calls for configuration of digital signage players, SSO Integration, CAP Integration, etc.
- Provide escalation support for the Tier 1 Support team.
- Triage, replicate, and submit tickets for product bug reports.
Requirements
- Solid customer communications skills
- Ability to develop trusted relationships with various levels of an organization
- Strong written and verbal communication
- Strong technical aptitude
- A desire to master new technologies
- Attention to detail
- Team-orientated
- Facilitation skills
- Adjustable self-starter willing to tackle challenges head on
- Experience working in a SaaS environment
- Superb self-focused time management skills
About Carousel
Carousel Digital Signage software keeps your content fresh through collaboration, dynamic playlists, data feeds, and scalable server software. With BrightSign, Apple TV, and Windows media player support, Carousel is the industry leader in enterprise digital signage content management.
It all started back in 1997 when one of our founders was working for an audio-visual integrator. His job was to train teachers how to use multimedia authoring software to put the school lunch menu on the tube TVs that were hung in the hallways. This was a frustrating job because the teachers didn’t understand how the software worked which led to training them over and over again. Until we had our aha moment! It’s not that the teachers weren’t smart; it was that the tool wasn’t made for them. That is when the founders set out to make “signage” software that everyone could use. This principle is still core to Carousel over 20 years later.
For more stories from our team, visit us at: https://www.carouselsignage.com/about/story.
Our Core Values:
- Compassion -> because of -> People, Relationships, Humanity
- Clarity -> because of -> Accountability, Simplicity, Efficiency, Scalability
- Continual Improvement -> because of -> Growth, Journey, Craft
Additional Information
- Hrs: 40 per wk
- Review after 90 days
- Salary: $70K - $78K
- 100% remote work
Please note: only applications and resumes submitted to BambooHR will be considered.