⭐ About the team: Welcome to the DataDome Customer Experience Department! Our mission is to provide a white-glove onboarding experience on Day 1 and ensure customers are properly enabled to operate the product alongside us Day 2 and beyond. Thanks to a fantastic international team, we are extremely proud to deliver a state-of-the-art solution for our clients and contribute to DataDome’s worldwide success!

Your scope:  As the Senior Technical Account Manager …

👉 You will help our customers get the most out of our solution, respond to their requests with precision and clarity, and resolve issues that may impact the product’s reliability and speed. You will be an expert in DataDome solutions and understand in-depth: how the product works, its implementation, lifecycle, the bot detection process, and the dashboards’ functionalities

• Leading customer conversations as a technical expert and leveraging your expertise and knowledge of our solution to guide them through the onboarding and implementation phases. And, more importantly, proactively educating them on the daily usage of our solution.
• Manage customer projects to ensure the successful delivery of integrations, optimizations, and technical initiatives.
• Lead regular technical committees with clients to track progress on action items, identify potential risks, and ensure ongoing alignment with both internal (AM/ Engineering Dept) and external stakeholders.
• Respond to technical questions and resolve issues, keeping both the customer and internal teams informed on investigations, findings, and outcomes.
• You are able to prioritize, structure, and communicate effectively to drive multiple projects forward simultaneously, while maintaining a high level of customer satisfaction.
• Proactively monitoring customer health from a technical perspective
• This role may be required to participate in a scheduled on-call rotation on occassional weekends to support customer escalations, critical incidents, and business continuity needs.

👤 It would be great if…

• At least 5 years of previous experience in B2B/SaaS solutions or CyberSecurity products
• You know how to prioritize, structure, and communicate effectively to drive multiple projects forward simultaneously, while maintaining a high level of customer satisfaction
• You have proven working experience with Apache, AWS, CDNs (e.g. Akamai, CloudFlare, Fastly) lambda@edge, Nginx and WAFs
• HTTP protocol is no mystery to you
• Bonus: Working with the Threat Research team, you can deep dive into data, and you are familiar with Kibana/Elasticsearch
• In-depth technical and functional understanding of website hosting and architecture, mobile application, and how the internet works (architecture, components, flows, OSI Layers)
• You are a fast learner, curious, and autonomous
• You are a team player and like to interact with other teams in the company
• You are a customer-driven person who is excited to work and solve technical challenges in an ambitious environment
• Familiarity with agentic or AI-assisted configuration tools and workflows

What’s in it for you?

• Fully remote position (US-based) with the flexibility to work from anywhere in+ $500 stipend to help you set up your ideal home workspace.
• Health Benefits: We offer medical, dental, & vision insurance options to keep you feeling your best.
• A $100 annual allowance is provided for a leisure activity of your choice in Sports.
• Professional Development: #Weaimhigh is part of our DNA, therefore we have invested in an internal Learning and Development platform and offer the opportunity to request additional training and support via your manager.
• Events & Team building: #We care and we have fun! We organize ****Annual Company-Offsite, Events, Drinks, Winter Party, Lunch & Learns and much more are part of our Culture
• Parent Care: Gifts & care packages to celebrate growing families.
• PTO: 20 paid time off days, 5 sick days and 2 floating holidays ****+ 12 national holidays.
• 401 K eligibility + matching.

What are the next steps?

• Talent Acquisition Specialist will contact you for a first chat
• You will then meet with our Customer Value Engineering Manager for AMER
• You will then have a technical assessment and peer interview
• The final step will be a one-on-one meeting with Benjamin, our CEO
• Welcome to DataDome!

DataDome stops cyberfraud and bots in real time, outpacing AI-driven fraud from simple to sophisticated across your sites, apps, and APIs. Named a Leader in the Forrester Wave for Bot Management, the DataDome platform is built on a multi-layered AI engine that focuses on intent, not just identity. Because it’s not about knowing who’s real, it’s about what they intend to do. With thousands of AI models that adapt to every fraudulent click, signup, and login, DataDome blocks fraud in less than 2 milliseconds, without compromising performance. DataDome is fully automated and integrates seamlessly into any tech stack. Backed by a 24⁄7 SOC team of advanced threat researchers, DataDome stops over 350 billion attacks annually. Experience protection that outperforms with DataDome.

DataDome is an equal-opportunity employer, and proud to be committed to diversity and inclusion. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age.

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere, on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, leading organizations like Samsung and Toyota, and AI innovators such as Delivery Hero and LG U+, trust MongoDB to build next-generation, AI-powered applications.

Our Customer Success team is the linchpin of the post-sales customer relationship. By combining deep business and technical savvy, Customer Success keeps MongoDB at the center of our customers’ technology strategy, and ensures every customer can realize the full potential of their investment.

We are looking to speak to candidates who are based in Boston for our hybrid working model.

The Role

As a Senior Customer Success Manager, you are a highly experienced advisor helping customers navigate their most complex journeys on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of Enterprise (G2000) accounts, acting as a lead strategic connector between your customers and cross-functional resources to achieve high-stakes business goals. You’ll drive customer retention, revenue realization, and long-term advocacy while mentoring team members to elevate the organization’s collective impact. You’ll build deep relationships with senior stakeholders, understand intricate technical environments inside and out, and navigate global account teams to deliver measurable impact in high-pressure scenarios.

Key Responsibilities

Customer Advisory

• Proactively identify and mitigate risks in accounts with significant technical complexity by advising on advanced operational strategies and best practices. Deliver cross-disciplinary solutions to critical customer challenges, accelerating time-to-value and guiding to achieve their business goals through their MongoDB deployments
• Conduct comprehensive customer business reviews for Enterprise accounts, analyzing technical health and risk while translating insights into business-critical outcomes. Partner with senior technical and business leaders to align on objectives and champion mutual success plans that foster long-term advocacy

Account & Portfolio Management

• Drive cross-functional development of account strategy and take ownership of elements that drive customer maturity, lifetime value, retention, and revenue realization. Proactively manage a diverse portfolio of Enterprise customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and long-term success
• Track and report progress against key business outcomes, demonstrate control of the forecast by providing informed predictions to senior leadership for business predictability, and identify new opportunities to expand customer impact by collaborating with presales team
• Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI fluency to enhance customer engagement processes, driving efficiency and productivity in delivering technical solutions

Internal Collaboration & Customer Advocacy

• Amplify the voice of the customer within MongoDB, leveraging technical insights and customer perspectives to influence MongoDB’s product roadmap and coordinate across Sales, Product, Services, and Support to drive long-term health and value realization
• Connect customers with the right internal resources, including Executive Sponsor engagement, while contributing to regional and global best practices to strengthen team success and act as a force multiplier for the organization
• Support team growth by participating in the interview and ramping process for new hires, coaching peers to foster development and knowledge-sharing across the region

What You Will Bring

• Relevant Experience: 7 to 10+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product
• Accountability: 4+ years experience being accountable for customer health and revenue realization for Enterprise customers
• Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes and solve complex problems across varying audience types from Developers to C-suite
• Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience

About MongoDB

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Req. ID: 426274

MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.

MongoDB’s base salary range for this role in the U.S. is:

$87,000—$172,000 USD

Company Description

When you join Turnitin, you’ll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.

Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Job Description

The Go-To-Market team in the SecEd region is at the heart of driving customer engagement, retention, and growth. We focus on delivering exceptional customer experiences, ensuring value realization, and supporting strategic business objectives through proactive customer success management and targeted account strategies.

We are seeking a dynamic, strategic, and resilient Manager of Customer Success to lead a team of high-performing individual contributors. In this role, you will translate functional plans into concrete operational processes, manage resources to meet critical schedules, and influence the techniques we use to drive customer retention and growth.

Responsibilities

Team Leadership & Development:

• Lead, mentor, and coach a team of Customer Success Managers (CSMs), ensuring they deliver exceptional customer experiences and achieve their KPIs.
• Conduct regular 1:1s, performance reviews, and development planning sessions to support team growth and engagement.

Operational Excellence:

• Monitor and analyze team performance metrics
• Ensure adherence to best practices, processes, and playbooks to drive consistent and scalable customer success outcomes.
• Work cross-functionally with Marketing, Product, and other Supporting teams to address customer needs and align on strategic goals.
• Communication Skills: Exceptional ability to communicate, present, and build partnerships with contacts both inside and outside your immediate area of expertise.
• Analytical Thinking: A track record of using data and process-oriented thinking to solve diverse, complex business problems.

Qualifications

Requirements:

• 5+ years of CSM experience in EdTech/SaaS
• 2+ years of Sales Management experience
• Confident working with; SFDC, Google workspace and Zoom
• Some experience working with; Tableau
• Confident in analyzing data to make strategic decisions
• Confident in development coaching and leadership skills

Tii Elements:

• Coaching & Team Building
• Resourcefulness
• Adaptability
• Accountability

Additional Information

The expected annual base salary range for this position is: $91,935/year to $153,225/year. This position is bonus eligible.

Actual compensation will be provided in writing at the time of offer, if extended, and is determined by work location and a range of other relevant factors, including but not limited to: experience, skills, degrees, licensures, certifications, and other job-related factors. Internal equity, market and organizational factors are also considered.

Total Rewards @ Turnitin

At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.

Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.

In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
• Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard.
• One Team: We strive to break down silos, collaborate effectively, and celebrate each others’ successes.
• Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

Global Benefits

• Remote First Culture
• Health Care Coverage
• Education Reimbursement*Competitive Paid Time Off
• Self-Care Days
• National Holidays
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time Off
• Charitable Contribution Match
• Monthly Wellness or Home Office Reimbursement
• Access to Employee Assistance Program (mental health platform)
• Parental Leave
• Retirement Plan with match/contribution

Seeing Beyond the Job Ad

At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team!

Turnitin, LLC is an Equal Opportunity Employer- vets/disabled.

#LI-LL1

At Element Biosciences, we are passionate about our mission to develop high performing products to study genomics with unprecedented flexibility and quality that enable researchers to better understand biology for the improvement of global health. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.

We are seeking a Field Service Engineer who will play a pivotal role supporting our growing customer base in Italy and travels in EMEA region. This is an incredible opportunity for someone who is passionate about customer support and winning for the team. We are looking for candidates with a solid background in the NGS industry or also fresh from school. Experience with troubleshooting issues with complex laboratory equipment involving chemistry, software and hardware is a must. This role will report to Senior Field Service Manager EMEA and will be a Italy, preferred Milano or Northern Italy region based role with travels in the EMEA region.

If you possess the following and want to make a meaningful impact, we invite you to explore this role.

Essential Functions and Responsibilities:

• Providing onsite installation, qualification, upgrades, repairs and preventative maintenance service on next generation sequencers
• Identifying root causes and resolving product issues in the field
• Collaborating with internal partners to resolve customer issues and improve processes
• Interacting with customers to offer and assist in service contract sales and other service products
• Assessing maintenance/service needs and implementing a plan of action for instrument service
• Displaying professionalism, understanding, tact and technical knowledge in all customer interactions
• Implementing and following policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc.
• Utilizing service CRM software to accurately document work in a timely manner
• Frequent travel inside EMEA Region

Education and Experience:

• Bachelor’s Degree or MS with 1+ years of relevant experience in Field Service, engineering, physics, biology, chemistry or related field (or equivalent combination of education and industry experience)
• Experience with NGS sequencing instrument and sequencing run set up preferred
• Ability to troubleshoot issues with complex laboratory equipment involving chemistry, software and hardware
• Experience with multiple full life cycle product launches preferred
• Proficient with data collection and analysis tools (eg: in MATLAB, Python, C++ or Java) preferred
• Experience with fluorescence microscopy helpful
• Excellent verbal and written communications skills, including technical writing abilities.
• Must be flexible in working hours as this position may require customer support during non-regular business hours
• Demonstrated account management skills preferred
• Linux basics is a plus
• Fluent in English verbal / written and fluent in Italian verbal / written is a must

Physical Requirements:

• Frequently moves boxes weighing up to 20 pounds

Location:

• Remote – Italy (Milano or Northern Italy)

Travel:

• International and Domestic travel up to 80%

Job Type:

• Full-time

In addition to base compensation noted above, you will be eligible for stock options and sales commission.

Please note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience.

We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.

Company Description

When you join Turnitin, you’ll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.

Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Job Description

The Go-To-Market team in the SecEd region is at the heart of driving customer engagement, retention, and growth. We focus on delivering exceptional customer experiences, ensuring value realization, and supporting strategic business objectives through proactive customer success management and targeted account strategies.

We are seeking a dynamic, strategic, and resilient Manager of Customer Success to lead a team of high-performing individual contributors. In this role, you will translate functional plans into concrete operational processes, manage resources to meet critical schedules, and influence the techniques we use to drive customer retention and growth.

Responsibilities

Team Leadership & Development:

• Lead, mentor, and coach a team of Customer Success Managers (CSMs), ensuring they deliver exceptional customer experiences and achieve their KPIs.
• Conduct regular 1:1s, performance reviews, and development planning sessions to support team growth and engagement.

Operational Excellence:

• Monitor and analyze team performance metrics
• Ensure adherence to best practices, processes, and playbooks to drive consistent and scalable customer success outcomes.
• Work cross-functionally with Marketing, Product, and other Supporting teams to address customer needs and align on strategic goals.
• Communication Skills: Exceptional ability to communicate, present, and build partnerships with contacts both inside and outside your immediate area of expertise.
• Analytical Thinking: A track record of using data and process-oriented thinking to solve diverse, complex business problems.

Qualifications

Requirements:

• 5+ years of CSM experience in EdTech/SaaS
• 2+ years of Sales Management experience
• Confident working with; SFDC, Google workspace and Zoom
• Some experience working with; Tableau
• Confident in analyzing data to make strategic decisions
• Confident in development coaching and leadership skills

Tii Elements:

• Coaching & Team Building
• Resourcefulness
• Adaptability
• Accountability

Additional Information

The expected annual base salary range for this position is: $91,935/year to $153,225/year. This position is bonus eligible.

Actual compensation will be provided in writing at the time of offer, if extended, and is determined by work location and a range of other relevant factors, including but not limited to: experience, skills, degrees, licensures, certifications, and other job-related factors. Internal equity, market and organizational factors are also considered.

Total Rewards @ Turnitin

At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.

Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.

In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
• Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard.
• One Team: We strive to break down silos, collaborate effectively, and celebrate each others’ successes.
• Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

Global Benefits

• Remote First Culture
• Health Care Coverage
• Education Reimbursement*Competitive Paid Time Off
• Self-Care Days
• National Holidays
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time Off
• Charitable Contribution Match
• Monthly Wellness or Home Office Reimbursement
• Access to Employee Assistance Program (mental health platform)
• Parental Leave
• Retirement Plan with match/contribution

Seeing Beyond the Job Ad

At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team!

Turnitin, LLC is an Equal Opportunity Employer- vets/disabled.

#LI-LL1

Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines.  Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Summary

Smarsh is seeking a Technical Support Specialist to join our Client Services team. This role offers the chance to work in a collaborative and curious open environment where you are given the opportunity to innovate and grow. The Technical Support team is closely aligned with providing excellent client service, supporting each other, and enjoying the challenge of solving various technology problems. We believe job satisfaction comes from being able to do what you love while working with other talented people, and not forgetting to have fun along the way.

Interactions can range from an end user having trouble logging in to the CEO of a multi-national corporation requesting a critical data report to answer a timely litigation case. Teamwork is imperative in handling the wide range of situations we can encounter—we are lively, collaborative, and work in a fast-paced environment. The most successful team members serve as an advocate to our clients by evaluating and dynamically prioritizing to make sure the most critical actions get addressed appropriately.

How will you contribute?

• Providing world class client support to our Professional Archive SaaS software solution and services via phone, chat, and written communication.
• Act as a client liaison and become an advocate for the resolution of client issues.
• Work on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions.
• Independently identify the root cause of software or system issues and use system analysis and testing techniques to solve problems with minimal assistance. Routinely develops reproducible test cases.
• Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community.
• Actively diagnose, troubleshoot and resolve customer issues. Escalate cases as required based on customer business impact.
• Effectively manage cases to ensure timely customer status updates and ultimate resolution.
• On occasion, handling large accounts, customer escalations, and 3rd party support coordination to resolve issues.
• Frequently engage and collaborate closely with Advanced Support, Customer Success, Implementation and other teams to drive resolution of issues, handling all customer-facing communications to set clear expectations through closure.
• Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher.
• Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
• Advocate for product, policy and process improvements that improve the customer experience.
• Follow required polices and processes to maintain compliance with information security and data protection requirements.
• Log and track calls and cases using Salesforce, while maintaining detailed notes of the customer’s request.
• Write or revise user training documents and procedure.

What will you bring?

• 2+ years’ experience in Customer Service, IT, SaaS and/or cyber security desired.
• 1 week on-call rotation quarterly.
• Hybrid In Office attendance is required on specified days.
• Excellent written and verbal communication skills.
• Excellent critical thinking and time management skills.
• Comfortable navigating the unknown.
• Excellent documentation skills both conversational and technical.
• The ability to communicate technical information to non-technical audience.
• 2+ years of call center experience handling inbound/outbound calls in high-volume settings.
• CRM and Salesforce experience preferred.

$55,000 - $60,000 a year

The above salary range represents Smarsh’s good faith and reasonable estimate of the range of possible base compensation at the time of posting.

Any applicable bonus programs will be discussed during the recruiting process.

The salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training. Local cost of living assessments are done for each new hire at the time of offer.

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.

About Parkade

At Parkade, we’re on a mission to transform the way buildings think about and manage their parking. Our platform helps multifamily and commercial properties unlock new revenue, streamline operations, and deliver a dramatically better experience for tenants and residents (“parkers”). We’re a fast-growing, venture-backed startup with an ambitious team and a huge opportunity ahead of us.

We have a network of properties we currently work with, and we’re growing that footprint every day. We need to ensure that our existing customers have a top-notch parking experience and that’s where our Support team comes in.

About the Role

Primary responsibilities include:

• Provide high-quality support via email and phone to property managers and parking customers on all issues, including but not limited to app/website troubleshooting, assistance booking or adjusting pricing, parking enforcement (fee issuance, towing vehicles), and ad-hoc requests related to parking organization and management.

• Follow all established processes, policies, and legal requirements without deviation; demonstrate accurate recall and application of training in every ticket.

• Maintain a consistent, high-quality voice and tone aligned with company and brand standards.

• Exercise sound judgment in prioritizing issues, escalating as appropriate, and ensuring follow-through for customer issues.

• Communicate with precision, utilizing correct grammar and concise wording, removing ambiguity whenever possible, to ensure property managers and our end users are never confused and constantly educated on how to best utilize Parkade.

• Document actions, decisions, and outcomes on all tickets as needed.

• Be accountable for ticket outcomes, customer satisfaction, resolution quality, and team SLAs and KPIs.

• Identify patterns, recurring issues, and gaps in our product or process, surface insights to the team, and assist in implementing solutions.

• Make decisions without direct oversight as needed and identify and report issues up the chain as needed.

• Partner with cross-functional teams, including Operations, to support existing properties and facilitate onboarding, implementation, and ongoing needs for new properties.

We are currently hiring for the following shift:

Monday, Tuesday, Thursday, Friday, and Saturday*

9:00am - 6:00pm PT, including a 1-hour lunch

Minimum hours a week: 40

* These days are subject to change

Requirements

• Background. 1–3 years of experience in customer support, operations, or success—ideally within a SaaS startup or a rapidly evolving B2B environment.

• Adaptability: You are comfortable making decisions when information is incomplete and can pivot quickly as our product evolves.

• Proactive Problem Solving: A “self-starter” mentality with a proven ability to research and resolve complex technical issues that don’t always have a handbook.

• Ownership: You know how to manage your own queue, multitask across different platforms, and prioritize high-impact issues without constant supervision.

• Exceptional Communication: You write and speak with precision and empathy. You can translate “tech-speak” into simple, actionable instructions for customers.

• AI-Forward: You are comfortable leveraging AI tools and automation to speed up your workflow without losing the human touch.

• Platform Proficiency: Experience with modern support ecosystems (e.g., Front, Zendesk, or Intercom) and a knack for learning new internal tools quickly.

• Data Literacy: Ability to navigate spreadsheets (Excel/Sheets), interpret basic reporting, and use data to back up your troubleshooting.

• Decision Maker. You can confidently make a judgment call without needing to involve POCs or account admins.

• Technical Aptitude: Basic understanding of how web-based software works (e.g., clearing cache/cookies, identifying browser errors, or understanding API basics).

• Feedback Loop: A desire to not just fix the customer’s problem, but to document the solution and provide feedback to the Product team to prevent the issue from happening again.

Early Expectations

• Understand every aspect of the Parkade product and how it works

• Understand who Parkade’s customers are, and their current needs

• Understand our processes, policies, and support structure, and be able to operate in alignment with them

• Ensure our building operations processes are running smoothly, and suggest improvements to those processes

• Assist with onboarding new customers, solve existing customers’ problems, and expand our footprint through operational ingenuity

Bonus points

• Experience in property management (property manager, leasing agent, etc.)

• Proficiency in the use of data platforms or internal tools (like Retool, Looker, or basic SQL) is highly desirable

• You care deeply about problems related to transportation, parking, urban living, and efficient use of space and resources in cities

Benefits

• Compensation range: $24.00 - $30.00/hour

• Medical, dental, and vision coverage for full-time employees

• PTO for full-time employees

• Monthly cell phone stipend and one-time home-office allowance, company laptop

MongoDB’s mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere, on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, leading organizations like Samsung and Toyota, and AI innovators such as Delivery Hero and LG U+, trust MongoDB to build next-generation, AI-powered applications.

Our Customer Success team is the linchpin of the post-sales customer relationship. By combining deep business and technical savvy, Customer Success keeps MongoDB at the center of our customers’ technology strategy, and ensures every customer can realize the full potential of their investment.

We are looking to speak to candidates who are based in Boston for our hybrid working model.

The Role

As a Senior Customer Success Manager, you are a highly experienced advisor helping customers navigate their most complex journeys on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of Enterprise (G2000) accounts, acting as a lead strategic connector between your customers and cross-functional resources to achieve high-stakes business goals. You’ll drive customer retention, revenue realization, and long-term advocacy while mentoring team members to elevate the organization’s collective impact. You’ll build deep relationships with senior stakeholders, understand intricate technical environments inside and out, and navigate global account teams to deliver measurable impact in high-pressure scenarios.

Key Responsibilities

Customer Advisory

• Proactively identify and mitigate risks in accounts with significant technical complexity by advising on advanced operational strategies and best practices. Deliver cross-disciplinary solutions to critical customer challenges, accelerating time-to-value and guiding to achieve their business goals through their MongoDB deployments
• Conduct comprehensive customer business reviews for Enterprise accounts, analyzing technical health and risk while translating insights into business-critical outcomes. Partner with senior technical and business leaders to align on objectives and champion mutual success plans that foster long-term advocacy

Account & Portfolio Management

• Drive cross-functional development of account strategy and take ownership of elements that drive customer maturity, lifetime value, retention, and revenue realization. Proactively manage a diverse portfolio of Enterprise customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and long-term success
• Track and report progress against key business outcomes, demonstrate control of the forecast by providing informed predictions to senior leadership for business predictability, and identify new opportunities to expand customer impact by collaborating with presales team
• Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI fluency to enhance customer engagement processes, driving efficiency and productivity in delivering technical solutions

Internal Collaboration & Customer Advocacy

• Amplify the voice of the customer within MongoDB, leveraging technical insights and customer perspectives to influence MongoDB’s product roadmap and coordinate across Sales, Product, Services, and Support to drive long-term health and value realization
• Connect customers with the right internal resources, including Executive Sponsor engagement, while contributing to regional and global best practices to strengthen team success and act as a force multiplier for the organization
• Support team growth by participating in the interview and ramping process for new hires, coaching peers to foster development and knowledge-sharing across the region

What You Will Bring

• Relevant Experience: 7 to 10+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product
• Accountability: 4+ years experience being accountable for customer health and revenue realization for Enterprise customers
• Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes and solve complex problems across varying audience types from Developers to C-suite
• Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience

About MongoDB

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Req. ID: 426274

MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.

MongoDB’s base salary range for this role in the U.S. is:

$87,000—$172,000 USD

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

The Senior Customer Success Manager will work Axon’s larger customers to build long-term, strategic partnerships. You will work closely with your clients to understand their workflows, organizational structures and overall requirements. As their main point of contact, your customers will lean on you to provide best practices and to help them achieve their operational goals through the use of Axon’s products.

You will also work closely with multiple cross-functional teams by providing invaluable insight into customers’ needs and challenges, helping influence and guide internal product road-maps and projects.

As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows.

What You’ll Do

What You’ll Do

Location: Remote from Utah, Montana or Nevada

Reports to: SR. Manager, Customer Success

Travel: 30%

• Engage with your customers through regular calls, business reviews and daily needs
• Monitor and manage adoption metrics to ensure customers are utilizing the full Axon platform
• Create success plans for your customers and document customer progress toward established goals and results
• Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned
• Communicating major milestones and updates to Sr. Leadership on a regular basis
• Work closely with Axon’s marketing and training teams to conduct regular training webinars and calls
• Develop a deep understanding of Axon’s product line and ensure proper implementation in every customer’s environment
• Learn and share industry best practices in order to solve customer needs

What You Bring

• Bachelor’s degree or equivalent work experience
• 3-5+ years’ working in a customer-facing role and 2+ years working with Enterprise-level customers
• Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans
• A proven track record of leading process improvements within large organizations
• Previous experience tracking product adoption and customer engagement through data-analysis tools
• Self-motivated, team-oriented, responsible, and focused on exceeding customer expectations
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Demonstrated ability to deal with change and excel in high-stress situations

Benefits that Benefit You

• Competitive salary and 401k with employer match
• Discretionary paid time off
• Paid parental leave for all
• Medical, Dental, Vision plans
• Fitness Programs
• Emotional & Mental Wellness support
• Learning & Development programs
• Employee Resource Groups (ERGs)
• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers.

Base Pay Range

$86,250—$138,000 USD

Don’t meet every single requirement? That’s ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at axongreenhousesupport@axon.com or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com.  Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

Phishing alert:  Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process.  All legitimate job openings are listed on our official careers page at https://www.axon.com/careers.  If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com.

albo

albo es una empresa fintech líder que ofrece productos financieros a personas y pymes, con la misión de brindar libertad financiera a todas las personas, en cualquier lugar.

Acerca del rol

Ser el primer punto de contacto con los clientes a través de canales escritos, brindando una atención de alto nivel. Contribuir a la mejora continua de la experiencia del cliente mediante la resolución integral de solicitudes desde el primer contacto o, cuando la complejidad del caso lo requiera, asegurando un seguimiento oportuno y efectivo hasta su correcta solución.

¿Qué harás en albo?

Gestionar las interacciones de los clientes a través de los distintos canales de atención (ticketera, mensajería instantánea, llamadas y reuniones virtuales), asegurando el cumplimiento de los procedimientos operativos establecidos (SOP) y manteniendo un alto estándar de calidad en el servicio.

Principales Actividades

• Brindar atención escrita a los clientes con un alto estándar de calidad, cuidando la ortografía, redacción y claridad en cada interacción, y cumpliendo con los procesos operativos estandarizados.
• Identificar de manera precisa las necesidades del cliente, tomando decisiones dentro del marco de responsabilidad del puesto y escalando de forma oportuna y estratégica aquellos casos que representen una afectación para el cliente.
• Dar seguimiento puntual a las solicitudes que requieran intervención de áreas internas de soporte, asegurando una comunicación clara, trazabilidad del caso y cierre adecuado.
  
  

Lo Que Buscamos En Ti

• Licenciatura concluida o en curso (titulado o pasante).
• Experiencia en atención a clientes (B2C).
• Comunicación escrita clara, fluida y asertiva, con vocabulario profesional.
• Excelente ortografía y redacción.
• Experiencia en el uso de herramientas de gestión de clientes (CRM), así como dominio de Google Workspace y paquetería Office (especialmente Excel y Word).
• Atención a clientes a través de distintos canales, incluyendo atención telefónica.
• Disponibilidad para rolar turnos y brindar atención en fines de semana, conforme a la operación.
• Alta orientación a la solución de problemas y a la experiencia del cliente, con iniciativa para proponer alternativas dentro de los lineamientos establecidos.
  
  

Buscamos a una persona orientada al cliente, que entienda sus necesidades como prioridad y esté enfocada en brindar una experiencia positiva y resolutiva en cada interacción. Con alta capacidad de empatía, criterio para encaminar las solicitudes hacia una solución efectiva y una participación activa en la mejora continua de la experiencia del cliente.

De manera preferente, con experiencia en entornos fintech, instituciones bancarias o comercio electrónico.

Department: Customer ExperienceLocation: Remote - USACompensation: $22.00 - $23.50 / hour

Headquarters: Asheville, NC
URL: https://level.io

Support Engineer

We're building the future of RMM, and the people who deploy it for our customers are mission critical. This is not a traditional support role. You'll close hard tickets, onboard customers running thousands of endpoints, build automations that ship to everyone, and be the IT professional MSP owners trust on sight. If you want real ownership, real impact, and zero bureaucracy, you'll feel at home here.

The opportunity

We're looking for a seasoned IT professional with 10+ years of real-world MSP or enterprise experience who can do all of this in a single week: close hard technical tickets, run a deep onboarding for a customer managing 1,000+ endpoints, build a reusable automation, record a platform how-to video, and flag a product bug to engineering with enough detail to reproduce it.

When sales closes a new customer, we want to say: "We're assigning you a dedicated IT professional with years of real-world experience who will learn your environment and personally help you deploy Level across your infrastructure." That's the bar. You're the kind of person MSP owners trust immediately.

What you'll own

Tickets and triage

• Own the full inbound support queue, open to close. Respond to customer questions with clarity, speed, and empathy.
• Diagnose whether an issue is a Level bug or a customer-side environment problem, and route it accordingly.
• QA features before they reach production, catching issues before customers do.
• Write up findings for engineering with enough detail to reproduce and fix.

Customer onboarding

• Meet newly signed customers to understand their infrastructure, team, and current workflows.
• Learn their existing RMM setup and map it to how Level works.
• Write custom automations tailored to each customer's environment as part of onboarding.
• Train their team, from basics to advanced, until they're fully independent.
• Own the post-sale relationship through onboarding and set customers up for the long term.
• Think at scale: onboarding 1,000+ endpoint environments takes planning, staging, and precision.

Live support sessions

• Join scheduled video sessions, connect to the customer's Level account, and resolve issues live.
• Be the face of Level technical support for customers who need more than a ticket reply.

Automations and content

• Build reusable automations and contribute them to Level's library for every customer to use.
• Record how-to videos for customers and our YouTube channel. Solid on-camera skills are a must.
• Keep documentation accurate as the platform evolves.
• Take on ad hoc projects: cleaning up the automation library, standardizing naming, auditing help content.
• Help support our SOC 2 and ISO efforts. No prior experience needed, we'll train you.
• Run community outreach across Discord and other channels. Keep members engaged and represent Level well.
• Host regular office hours and product demos.

What you'll need

• 10+ years hands-on as an MSP technician or internal IT pro who has run real environments at scale.
• Deep experience with at least one major RMM platform, so you can speak the language of customers migrating to Level.
• Strong Windows, macOS, and Linux skills. All three are required.
• Strong scripting in PowerShell and Bash.
• Experience managing 500+ endpoints; 1,000+ preferred.
• Comfortable running customer-facing sessions: onboarding calls, training, live troubleshooting.
• You think like a technician and a consultant, and you understand how IT departments actually operate.
• Strong communication, written, verbal, and on camera. You'll write docs, record YouTube videos, host office hours, and represent Level to paying customers.
• Self-directed and organized. You manage your own workload across competing priorities without a manager hovering.
• Sharp diagnostic instincts. You know the difference between a platform bug and a misconfigured firewall.
• You use AI tools heavily (Claude, ChatGPT, or whatever works) and know when the output is wrong and how to fix it.

Nice to have

• QA or software testing experience in a technical support context.
• A background creating how-to video content or product documentation.
• Familiarity with Level specifically.
• Knowledge of compliance frameworks (SOC 2, HIPAA, ISO 27001) relevant to MSP customers.
• Familiarity with endpoint security tools (SentinelOne, CrowdStrike, and similar).

Why you might want this

• Your work ships to everyone. The automations you build and the bugs your QA catches reach every Level customer.
• Enormous ownership. You carry the customer relationship from the first onboarding call through full independence.
• Direct access to founders. No layers, no bureaucracy.
• We're profitable and growing. This isn't a company burning runway hoping for a miracle.
• Room to grow as the company does.

Why you might not

• We're a small team. There's no tier 1 to descalate to and no one to hand the hard tickets to.
• You'll context-switch constantly. You might close a gnarly ticket in the morning, run a 1,000-endpoint onboarding call after lunch, and record a tutorial before you log off.
• You're customer-facing and on camera. If live training and YouTube videos aren't your thing, this isn't the role.
• We move fast and expect you to keep up.
• We rely on async communication. You need to write clearly and work without waiting to be told what's next.

Details

• Hourly Rate: $30–40 per hour, depending on experience
• Location: Fully remote, work from anywhere.
• Schedule: Full-time (40 hours/week)
• Occasional after-hours work may be required as needed to support customers.
• Apply: https://ask.level.io/r/supportengineer

To apply: https://weworkremotely.com/remote-jobs/level-support-engineer

Who we areSeekWell is the parent company of 1-800 Contacts, Framery, and Luna. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer. We’re owned by KKR – one of the world’s largest and most successful private equity investment companies. We’ve built a great company and changed an industry by putting the customer first, always. The best is yet to come.Why you want this jobAt 1-800 Contacts, we believe that ordering and obtaining contact lenses should be simple and affordable. We do this by empowering our people to solve problems without having to ask permission, and the proof is in the pudding when you consider our customer satisfaction scores and employee engagement numbers. The Digital Associate is a role for a passionate individual that desires to interact with customers through chat and email. We invest in our employees to make sure our customers have a remarkable experience. This is not just another call center job, apply today to become a part of our amazing company and culture!Start Date: June 29th, 2026Train and work remotely from approved states (Utah, North Carolina and Texas)Training: Three weeks (10AM – 5 PM MST, M-F) 100% attendance is mandatoryFull-time (40 hours per week)Most shifts will be in the afternoon/evenings (2:00 PM–10:00 PM, 3:00 PM–11:00 PM), supplemented by some day shifts, depending on staffing needsStarting base pay: $15.00 per hour + bonus potential of up to $6/hrRequired weekend shift Why you'll love usMonthly performance bonuses for those who qualify (up to $6 per hour)Ownership of your development with support from leaders dedicated to fostering growthBi-annual performance reviewsA safe, respectful, and inclusive work environmentWhat you’ll doAnswer 2-3 incoming customer chats concurrently, using the NICE CXOne platform, totaling roughly 40 chats per 8-hour shift or moreThis i

Who we areSeekWell is the parent company of 1-800 Contacts, Framery, and Luna. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer. We’re owned by KKR – one of the world’s largest and most successful private equity investment companies. We’ve built a great company and changed an industry by putting the customer first, always. The best is yet to come.Why you want this jobAt 1-800 Contacts, we believe that ordering and obtaining contact lenses should be simple and affordable. We do this by empowering our people to solve problems without having to ask permission, and the proof is in the pudding when you consider our customer satisfaction scores and employee engagement numbers. The Digital Associate is a role for a passionate individual that desires to interact with customers through chat and email. We invest in our employees to make sure our customers have a remarkable experience. This is not just another call center job, apply today to become a part of our amazing company and culture!Start Date: June 29th, 2026Train and work remotely from approved states (Utah, North Carolina and Texas)Training: Three weeks (10AM – 5 PM MST, M-F) 100% attendance is mandatoryFull-time (40 hours per week)Most shifts will be in the afternoon/evenings (2:00 PM–10:00 PM, 3:00 PM–11:00 PM), supplemented by some day shifts, depending on staffing needsStarting base pay: $15.00 per hour + bonus potential of up to $6/hrRequired weekend shift Why you'll love usMonthly performance bonuses for those who qualify (up to $6 per hour)Ownership of your development with support from leaders dedicated to fostering growthBi-annual performance reviewsA safe, respectful, and inclusive work environmentWhat you’ll doAnswer 2-3 incoming customer chats concurrently, using the NICE CXOne platform, totaling roughly 40 chats per 8-hour shift or moreThis i

About Us

Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We’re driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.

Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.

Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, IPSY, and Monday.com, saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service.

At Ada, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you.

Learn more at www.ada.cx.

About the Role

We’re seeking an experienced Director of Technical Support to lead our global 24⁄7 two-tiered support organization of Technical Support Advisors (Tier I) and Technical Support Engineers (Tier II). You’ll own the full technical support function from SLA governance and escalation frameworks to tooling strategy and team development, while serving as a strategic partner to Engineering, Product, and Customer Solutions.

This is an opportunity for you to shape a support organization that doesn’t just react to customer issues, but proactively surfaces product intelligence, drives quality improvements, and becomes a competitive differentiator for Ada in the enterprise market. Critically, you will be expected to leverage Ada’s own AI platform, Claude and MCP integrations to automate workflows, improve team productivity, and set a new standard for AI-native support operations.

Outcomes

• Champion Ada’s own platform for customer support automation while owning the end-to-end technical support KPI framework, including SLA design, enforcement, and continuous optimization across all tiers, along with metrics such as CSAT, escalation rates, deflection rates, and SLA adherence.
• Build and maintain an escalation framework that bridges Tier I and Tier II support and connects cleanly to Engineering and Product, serving as the executive escalation point for high-severity, high-impact client issues.
• Build AI-powered workflows and set measurable AI adoption targets for the team; running regular assessments and driving continuous improvement in how AI is embedded into daily support workflows, with defined success metrics including AI-assisted ticket resolution rate, deflection rate improvement, and time-to-resolution benchmarks.
• Act as the strategic connector between Technical Support, Engineering, Product, and Customer Solutions, translating raw client feedback into structured, and actionable bug reports.
• Represent technical support at the leadership level, contributing to product strategy and roadmap prioritization as both a practitioner and a thought leader.
• Instill rigorous backlog hygiene and queue management practices across the support organization.
• Leverage observability data and AI tooling to identify systemic issues before they impact clients at scale.

About You

• Experience in technical support or customer-facing technical roles, with recent years in a senior leadership capacity managing multi-tiered teams.
• Proven track record building and scaling technical support functions in high-growth B2B SaaS, CX, or AI-native environments
• Deep expertise troubleshooting RESTful APIs, cloud-based services, middleware, and modern authentication mechanisms (OAuth 2.0, JWT) utilizing debugging tools and practices: Postman, Swagger, Datadog, log analysis, and source code review; hands-on experience with LLM-based tooling, prompt engineering, AI agent workflows, and MCP integrations is required.
• You don’t just understand AI tools, you use them daily. You think naturally about how to automate, augment, and scale work using AI.
• You have a demonstrable track record of implementing AI workflows in a support or operations context — you can point to specific tools you built or deployed, workflows you automated, and measurable outcomes you drove.
• Exceptional people leader with demonstrated ability to build cohesive, high-performing teams across technical disciplines.
• Strong cross-functional influencer; you earn the trust of Engineering and Product through technical credibility, not just organizational authority.
• Excellent communicator who can shift fluidly between technical depth with engineers and executive-level storytelling with senior stakeholders.
• You’re energized by the idea of using Ada’s own platform to make your team more effective, and you hold yourself to the same standard you’d set for customers.
• You understand enterprise client dynamics and can navigate complex organizational relationships

#LI-NS1

Benefits & Perks

At Ada, you’ll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here’s what we offer:

Benefits

• Unlimited Vacation: Recharge when you need to.
• Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.
• Wellness Account: Empowering you to invest in your overall well-being and lifestyle.
• Employee & Family Assistance Plan: Resources to support you and your loved ones.

Perks

• Flexible Work Schedule: Balance your work and personal life.
• Remote-First, In-Person Friendly: Options to work from home or at our local hub.
• Learning & Development Budget: Invest in your long-term growth goals and skills.
• Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.
• Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.
• Hands-On with LLMs: Enhance your expertise in leveraging large language models.
• A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.

The above Benefits and Perks only apply to full-time, permanent employees.

As part of our recruitment process, we may use AI enabled tools to support certain aspects of hiring, such as interview note-taking. All hiring decisions are made by our team.

Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.

SmarterDx, a Smarter Technologies company, builds clinical AI that is transforming how hospitals translate care into payment. Founded by physicians in 2020, our platform connects clinical context with revenue intelligence, helping health systems recover millions in missed revenue, improve quality scores, and appeal every denial. Become a Smartian and help optimize the way the healthcare system works for everyone. Learn more at smarterdx.com/careers.

Role

SmarterDx is seeking a Senior Manager, Customer Success who can help our customers thrive. In this role, you will ensure our health system clients maximize the value they find in SmarterDx by building trust, identifying insights, and driving toward solutions. You will collaborate with cross-functional teams to unlock customer value, monitor the effectiveness of SmarterDx’s solution post go-live, and help coordinate the implementation process for new clients and problems. This position requires exceptional project management, relationship-building, and communication skills.

This role is fully remote within the US.

What You’ll Do

• Manage a portfolio of existing, “live” customers on the SmarterDx platform
• Develop deep relationships with customers at all levels, acting as the customer’s trusted advisor, and providing guidance and knowledge to help them achieve their business objectives
• Partner with CS leadership to develop team tools, templates and processes, such as implementation plans, CS playbooks, and customer onboarding processes
• Lead hand-offs from Sales to CS, through implementation and go-live
• Coordinate with internal teams to resolve customer issues, access additional resources, and facilitate the solutions needed by customers
• Monitor client performance, report on financial impact to customer executives, drive product expansion, and work with sales to execute renewals
• Deliver customer feedback as a voice of the customer to internal teams, identifying customer needs, ideas, and challenges, and advocate for solutions and product enhancements
• Surface customer success stories, and help build a list of reference customers
• If necessary, coordinate implementation with clients and internal teams to ensure a successful launch

What You Bring

• 7-10+ years experience working in customer success or account management, primarily in health tech space with hospital and/or health system clients
• You’re familiar with DRGs and how they translate into payment
• You take radical ownership over your clients’ success
• Capable of being both detail-oriented and a big picture thinker, and can tailor communications by appropriately zooming in or zooming out
• You are gracious, empathetic, and excellent in written and verbal communication
• You love to say “yes,” but you know how to say “no”, offer alternative solutions, and have difficult customer conversations in a respectful manner
• You thrive in ambiguous roles and can use critical thinking skills to “figure it out”
• You love variety and are able to wear multiple hats within the same or multiple projects: PM, CSM, trainer, process designer, QA

Nice to Haves

• Hospital revenue cycle/billing experience is a huge plus, especially familiarity with CDI operational workflows
• Prior experience at a startup–especially as the first Customer Success Manager on a team
• Experience using Salesforce, ChurnZero, or similar
• Comfort with ad hoc data analytics

Compensation

• $140,000 - $160,000 salary

#LI-Remote

Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
• Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
• Remote-First Team – Work from anywhere in the U.S.
• Unlimited PTO & 10 Holidays – So you can relax and recharge.
• 401(k) with Traditional & Roth Options– Tax-advantaged retirement savings through Fidelity with a 4% match.
• Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
• Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.

Hello, we’re Instrumentl. 👋

Nonprofits do some of the most important work in the world, and most of them are still managing grants in spreadsheets. We’re fixing that.

Instrumentl is a profitable, hypergrowth, YC-backed SaaS platform building the operating system for grant-funded organizations. More than 5,500 nonprofits use Instrumentl to discover, track, and win grant funding, from local community organizations to the San Diego Zoo and the University of Alaska. Collectively they’ve moved over $1 billion through our platform.

We’re doubling year over year, customers love us (NPS 65+, Ellis PMF 60+), and we’re hiring people who want to build something that matters.

About the role:

We’re hiring a Customer Success Manager, reporting to the Manager, Customer Success, to own the post-sale journey for a portfolio of nonprofit and grant-writing customers: onboarding, engagement, retention, and expansion. You’ll build the relationships and playbooks that turn customers into advocates as we scale our CS function for a fast-growing base. If you want to own outcomes end-to-end at a mission-driven, hypergrowth startup, this is the seat.

What you’ll do:

Own the customer relationship

• Own post-sale onboarding, engagement, retention, and expansion across your portfolio of accounts.
• Build personal relationships with customers and craft narratives that help them realize value and uncover new opportunities for deeper impact.
• Nurture and grow accounts through 1:1 interactions, including challenging conversations at the leadership level.

Drive adoption and account health

• Meet and exceed customer satisfaction, adoption, renewal, and expansion targets.
• Evaluate adoption metrics, budgets, and stakeholder networks to manage account health and surface risk early.
• Conduct business reviews and proactively identify ways Instrumentl can better support each customer.
• Consult on change management and share product knowledge and best practices to deepen platform use.

Partner and advocate

• Co-create engagement strategies with Customer Enablement Managers to scale adoption, retention, and upsell results across the base.
• Serve as the voice of the customer, channeling feedback to revenue and product teams.

What we’re looking for:

Required

• 3+ years in a customer-facing Customer Success or Account Management role in SaaS, managing a portfolio of 300+ accounts.
• Proven relationship-building, including managing challenging conversations and building rapport with leadership-level customers.
• Strong written and verbal communication: you can make complex topics simple, over video and in writing.
• Comfort with ambiguity and change in a fast-paced environment, with a proactive, ownership-driven approach to process improvement.

Nice to have

• Background in nonprofit development or fundraising.
• Experience at an early-stage startup.
• Experience working with nonprofit or SMB customers.
• Familiarity with G Suite, Zoom, Slack, Intercom, and HubSpot.
• Experience working remotely.

Compensation & Benefits

For US-based candidates, the target salary range is $80,000–$100,000 USD base + equity. Final compensation is determined based on experience, skillset, scope, interview performance, and geographic location.

Benefits

• 100% covered health, dental, and vision insurance for employees (50% for dependents).
• Generous PTO, including parental leave.
• 401(k).
• Company laptop and home-office stipend.
• Bi-annual company retreats.

Instrumentl is evolving rapidly. You’ll always have new challenges and opportunities to grow here.

Instrumentl is an equal opportunity employer. We are committed to building an inclusive workplace and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, or any other legally protected status. We encourage candidates from all backgrounds to apply. If you need a reasonable accommodation during the application or interview process, please let us know.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Your New Adventure Awaits in Sunny Lisbon, Portugal!

We’re looking for expert Business Travel Consultants fluent in French or German to join our fast-growing team in Lisbon.

This is your chance to bring your GDS expertise to a global tech leader while enjoying the incredible quality of life, historic culture, and beautiful coastline that Portugal has to offer. Stop just dreaming about a change and come build your new life with us!

At Navan, our mission is to make travel seamless and empowering, so travelers can focus on being there, not getting there. Our Travel Experience team is at the heart of this mission!

As a key member of our fast-growing Travel Experience team, you’ll support our users’ travel needs directly. You’ll take ownership of customer satisfaction by resolving issues, communicating effectively, and collaborating with internal teams to clear any obstacles for travelers — all while delivering an exceptional customer experience. As our frontline, you’ll provide valuable feedback to our product, design, and engineering teams to enhance our customer-facing and internal platforms. This exciting role allows you to impact daily operations, traveler experiences, and product development directly.

NOTE: Candidates must be willing to relocate to Portugal. Please submit all applications in English.

What You’ll Do:

• Provide top-tier travel support via chat, calls, and emails
• Maintain up-to-date knowledge on suppliers, destinations, and systems
• Quickly assess customer needs, urgency, and preferences
• Accurately handle hotel, flight, car, and rail bookings
• Guide customers in self-service options on the Navan platform and app
• Respond promptly, meeting SLA expectations
• Follow company and customer policies, ensuring global compliance
• Give feedback to stakeholders on goal progress and key processes
• Participate in team meetings on products, suppliers, and industry updates
• Stay current on travel industry best practices
• Maintain attendance, complete assigned training, and meet performance metrics

What We’re Looking For:

• Experience: 5+ years as a Travel Consultant covering air, cars, rails, and hotel bookings; 3+ years with GDS (Sabre, Amadeus, or Galileo) – Required
• Language: Fluency in English AND French or German - Required
• Customer Service: Background in contact center or customer-facing roles
• Tech Skills: Comfortable using tools like Gmail, Zendesk, Slack, and Salesforce
• Availability: Flexible to work rotating shifts, Monday to Friday, between 7 AM and 11 PM
• Working Model: Hybrid
• Skills: Ability to multitask, resolve urgent matters quickly, and work independently to troubleshoot issues
• Attitude: Empathetic, professional, and excellent at communicating verbally and in writing

Join Navan in Powering In-Person Connections with Relentless Innovation

At Navan, our mission is to make travel seamless and empowering, so travelers can focus on being there, not getting there. Our Travel Experience team is at the heart of this mission!

As a key member of our fast-growing Travel Experience team, you’ll support our users’ travel needs directly. You’ll take ownership of customer satisfaction by resolving issues, communicating effectively, and collaborating with internal teams to clear any obstacles for travelers — all while delivering an exceptional customer experience. As our frontline, you’ll provide valuable feedback to our product, design, and engineering teams to enhance our customer-facing and internal platforms. This exciting role allows you to impact daily operations, traveler experiences, and product development directly.

NOTE: Candidates must reside in Portugal for consideration, or willing to relocate. Please submit all applications in English.

What You’ll Do:

• Provide top-tier travel support via chat, calls, and emails
• Maintain up-to-date knowledge on suppliers, destinations, and systems
• Quickly assess customer needs, urgency, and preferences
• Accurately handle hotel, flight, car, and rail bookings
• Guide customers in self-service options on the Navan platform and app
• Respond promptly, meeting SLA expectations
• Follow company and customer policies, ensuring global compliance
• Give feedback to stakeholders on goal progress and key processes
• Participate in team meetings on products, suppliers, and industry updates
• Stay current on travel industry best practices
• Maintain attendance, complete assigned training, and meet performance metrics

What We’re Looking For:

• Experience: 5+ years as a Travel Consultant covering air, rail, and hotel bookings; 3+ years with GDS (Sabre, Amadeus, or Galileo) – Both mandatory
• Language: Fluency in English and German - Mandatory fluency in both languages
• Customer Service: Background in contact center or customer-facing roles
• Tech Skills: Comfortable using tools like Gmail, Zendesk, Slack, and Salesforce
• Availability: Flexible to work rotating shifts, Monday to Sunday, between 7 AM and 11 PM
• Skills: Ability to multitask, resolve urgent matters quickly, and work independently to troubleshoot issues
• Attitude: Empathetic, professional, and excellent at communicating verbally and in writing

Join Navan in Powering In-Person Connections with Relentless Innovation

At Navan, our mission is to make travel seamless and empowering, so travelers can focus on being there, not getting there. Our Travel Experience team is at the heart of this mission!

As a key member of our fast-growing Travel Services team, you’ll support our users’ travel needs directly. You’ll take ownership of customer satisfaction by resolving issues, communicating effectively, and collaborating with internal teams to clear any obstacles for travellers — all while delivering an exceptional customer experience. As our frontline, you’ll provide valuable feedback to our product, design, and engineering teams to enhance our customer-facing and internal platforms. This exciting role allows you to impact daily operations, traveler experiences, and product development directly. This is a hybrid role requiring a consistent onsite presence of three days per week at our Paris office.

What You’ll Do:

• Provide top-tier travel support via chat, calls, and emails
• Maintain up-to-date knowledge on suppliers, destinations, and systems
• Quickly assess customer needs, urgency, and preferences
• Accurately handle hotel, flight, car, and rail bookings
• Guide customers in self-service options on the Navan platform and app
• Respond promptly, meeting SLA expectations
• Follow company and customer policies, ensuring global compliance
• Give feedback to stakeholders on goal progress and key processes
• Participate in team meetings on products, suppliers, and industry updates
• Stay current on travel industry best practices
• Maintain attendance, complete assigned training, and meet performance metrics

What We’re Looking For:

• Experience: 3+ years as a Travel Consultant covering air, rail, and hotel bookings; 3+ years with GDS (Sabre, Amadeus, or Galileo)
• Language: Fluency in French and English (both languages are required)
• Customer Service: Background in contact center or customer-facing roles
• Tech Skills: Comfortable using tools like Gmail, Zendesk, Slack, and Salesforce
• Availability: Flexible to work rotating shifts, Monday to Friday, between 7 AM and 7 PM
• Working Model: Hybrid (3 days in-office, 2 days remote)
• Skills: Ability to multitask, resolve urgent matters quickly, and work independently to troubleshoot issues
• Attitude: Empathetic, professional, and excellent at communicating verbally and in writing

Note: Please submit your application in English