Overview

About inSided

inSided is the leading Customer Success Community Platform that uses the power of community to measurably improve our client’s customer engagement. Customer Success is at the heart of everything that we do. It is our motto to bring success to all our customers.

Our B2B customer base has nearly tripled 2021, with rocketship growth forecast for 2022. We are on a mission to make Customer Success Communities an essential part of at least 1000 brands worldwide.

To achieve this we are looking for A-Players – people who share our passion, embrace change, take initiative and adopt high standards for themselves – to join our team and help us shape the future of customer success.

We proudly achieved a big milestone in 2022, when Gainsight successfully acquired inSided!

The deal pairs Gainsight’s leadership in Customer Success with the power of community-led growth, through inSided’s unique capabilities that drive product engagement and adoption, increase retention and build lasting customer relationships. inSided’s platform is currently used by hundreds of companies including Gainsight, Gong.io, ProductBoard, Sprout Social, Guru, and Zapier.

inSided (by Gainsight) is based in Amsterdam with offices in Manhattan, New York City. On both sides of the pond, we have a motivated and entrepreneurial team, who love to brainstorm on new ideas together, and regularly celebrate our continued success (ask about our champagne waterfalls 🍾). We currently have around 80 employees and are growing rapidly.

 

About this role

As a Customer Success Engineer (Tier 1), you will support existing customers and facilitate a smooth customer experience & help to solve technical questions, issues and help to be the first point of contact for customer inquiries.

The Support Team sits within the wider Customer Success team at inSided and works closely with the main Engineering & Product teams to help resolve issues and improve the product. The role allows for progression into these areas of the business after enough time & knowledge has been gained. There is a significant amount of knowledge mentorship + guidance that will be provided for this role.

Desired skills and expertise

  • Located in either West Coast or a Central US time zone
  • Self-driven and a structured personality, you can work independently and have a motivation to always learn more
  • The ideal candidate would have some knowledge of web technology, and web applications/hosting technologies; experience with HTML/CSS/JS and APIs
  • Experience with support ticketing systems and/or the providing of technical customer support is preferred
  • Ability to work on multiple ongoing items at once
  • Good level of English is important – you can communicate well and fluently on various levels with end-users, project managers and business owners as we are an international team with colleagues all the way from Brazil to India.
  • Strong writing skills and experience writing documentation is desired
  • Self-discipline and motivation to produce results with minimal supervision

Responsibilities

  • Provide technical assistance around tasks, bugs and incidents including the researching + testing of issues
  • Contact person for existing clients and various internal teams regarding product related questions
  • Continually provide feedback to the rest of the support department regarding customer raised issues + identifying any trends/patterns
  • Work with the team to improve and develop the inSided community by answering customer questions and creating a variety of content such as product how-to’s, technical configuration guides, best practices or trends in the community
  • Monitor dashboards + alert systems regarding technical matters and provide advice on platform/product quality and stability