Senior Customer Success Engineer, Infrastructure

The data science community is diverse in skill sets, objectives, and preferences for tools and workflows. Through our innovative visualization tools and software, we enable the creation, analysis and sharing of data-driven insights across the globe.

As a member of Plotly’s Customer Success & Support team, you will be part of a dedicated group  helping customers unlock the full potential of Dash and Dash Enterprise. Our Customer Success team focuses on building trust and confidence in our products and services, ensuring the customers have a seamless experience from onboarding to ongoing support. 

We're looking for a  Senior Customer Success Engineer, Infrastructure who will be responsible for helping our enterprise customers install, optimize, and use our commercial enterprise product offerings. There is a high focus on installation and infrastructure based issues. This will involve debugging over phone and video calls, analyzing log files, creatively satisfying the constraints of highly varied customer environments, and discussing thorny technical issues with our software development engineers.

Here's a peek at what you'll be working with:

• Kubernetes
• AWS, Azure, GCP ( consumer and enterprise-level solutions)
• HELM
• Linux systems: Red Hat Enterprise Linux / Ubuntu
• Bash or Python
• Authentification Protocols (LDAP/SAML/OIDC)

• In collaboration with our Product Development team, give direct, in-depth support to customers  installing, upgrading, and using our products
• Develop and maintain a deep understanding of the environments where Plotly customers deploy and use our products (on premise, AWS, Azure, GCP)
• Seek to understand customer needs and help them appropriately optimize the custom configuration of their Plotly Enterprise instances
• With the Engineering and Customer Success teams, develop ways to improve and streamline processes to help our customers quickly reach peak efficiency with our product
• Identify and communicate product and documentation improvements

Technical skills:

• 2+ years or more of Linux systems administration and general networking experience
• Basic understanding of client-server architecture in the context of web applications / a PaaS
• 2+ years of experience providing system-level customer support
• 2+ years of experience with at least one public cloud environment
• 1+ years of experience with Kubernetes
• 1+ years of experience with Docker
• Familiarity reading and understanding code in at least one programming language, such as Bash or Python
• Preferred: familiarity with any of LDAP, SAML, Windows enterprise systems administration

Professional skills:

• Ability to communicate clearly and positively with clients of various skill levels and backgrounds
• Works well in an open and collaborative environment
• Can autonomously drive their own work
• A sincere belief in the importance of following and producing good documentation
• Comfort with troubleshooting problems with only indirect access to customer environments

• An understanding of service level agreements and how to make a product offering meet them
• Some experience with one or more of reliability, testing, automation, observability, and performance work

At Plotly, we believe diverse perspectives drive innovation. If this role excites you, but you don’t meet every requirement, we still encourage you to apply. We’d love to learn how your unique skills could make an impact!