Customer Support Lead (Remote) at Liquibase

| Remote
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We’re looking for a Customer Support Lead to join our growing Customer Success team. This customer-facing role requires collaboration with product, engineering, and QA teams. 

What You'll Do:

  • Serve as a support operations leader triaging all incoming support tickets
  • Take ownership or assign issues to customer support engineers
  • Escalate and handle Sev1/Sev2 issues and manage customer expectations for time to resolution
  • Answer questions and offer support where the Liquibase community posts questions (such as our forum, Stackoverflow, and Reddit)
  • Ensure that tickets receive a response in a timely manner
  • Onboard new customers assisting with license management, welcome letters, and kick-off calls
  • Improve processes and optimize our usage of support tools
  • Monitor the dashboard that tracks SLAs and support metrics and report weekly to management team on the most important metrics
Who You Are

Communication Skills:

  • Able to effectively communicate with customers, Support Engineers and management on high-profile issues critical to the long-term success of the company
  • Proven ability to communicate problem/resolution and information/action plans
  • Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations, documentation of knowledge, mentoring ability, and comfort interacting with all levels of management
  • Experience with cross-department communication

Technical Skills:

  • Natural curiosity, passion, integrity, and outstanding attention to detail
  • Excellent troubleshooting and issue reproduction skills
  • 5-7 years of customer support experience
  • Technical experience with Windows and Linux command line interface, as well as a variety of databases including but not limited to Oracle, PostgreSQL, SQL Server, MySQL, Snowflake, etc.
  • Familiarity with Java, source control, shell scripting

Bonus Points:

  • Experience with CI/CD, Docker, AWS, Azure is a big plus
  • Experience with HubSpot and Jira
  • Experience with Liquibase

Perks of life at Liquibase

  • A fully remote workforce - we will never ask you to go into an office
  • Home office allowance
  • Meaningful equity
  • Comprehensive health, vision and dental benefits
  • Flexible time off
  • 401K
  • No punks, no jerks culture
  • Growth opportunities and ability to move up within the company

At Liquibase, we value individual freedom and embrace remote work. We hire internationally, based on merit, to create a diverse team of top-performing people no matter where they live. As a global team, we still highly value collaboration and expect everyone to work similar hours (at least 4 hours overlap with the team in US Central Time).

Eligible candidates may be subject to criminal history and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws

Who We Are

Liquibase is the leader in the database release automation segment of the more broadly defined DevOps market. Our vision is to be the easiest, safest, and most powerful community-led database change management solution. A career at Liquibase means joining a quickly growing company on the front lines of the DevOps space. You can expect to revel in growth across the board — in the number of customers we support, in the experiments we run, in the scope and complexity of our technical projects, and the list goes on.

At Liquibase, we foster a culture rooted in the open-source values of freedom, choice, transparency, and meritocracy. These are not just fashion labels here, but sincere convictions, and you’ll see that reflected in the way we operate daily. We’re caffeinated, collaborative & confident experts, eager to solve the most challenging database CI/CD problems for our customers.

Want to help the software world move faster? You’ve found the right place.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • TypescriptLanguages
    • ESNext JavascriptLanguages
    • SCSSLanguages
    • jQueryLibraries
    • ReactLibraries
    • SockJSLibraries
    • Hibernate & JPALibraries
    • AngularJSFrameworks
    • SpringFrameworks
    • Material DesignFrameworks
    • DB2Databases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

Location

Headquartered in Austin, Texas, but currently embracing the fully remote life!

An Insider's view of Liquibase

What projects are you most excited about?

The launch of our newest product, Liquibase Pro, is very exciting. We have millions of fans of our existing opensource technology, so the ability to engage and convert them to Liquibase Pro customers has the entire company jazzed.

Kevin

Director of Inside Sales

What makes someone successful on your team?

Successful members of our Engineering team laugh under pressure. Laughter and fearlessness are essential to survive. The engineers that thrive, though, are those with the confidence to question, the willingness to compromise and the strength to stand fast if that is what is best for end users.

Erzsebet

Principal QA Engineer

How do you empower your team to be more creative?

I try to lead by example and be supportive. When they hit bumps or challenges along the way, I encourage my team to come up with their own solutions and help guide them to the most successful outcome. Ultimately all of my engineers are uber smart and individually resourceful — so I want them to see that AND let their voices be heard.

Kristyl

Director of Quality Engineering

What makes someone successful on your team?

I have always felt that the people at Liquibase are friendly and easy-going. However, never underestimate our mentality of “get it done and do it right.” We encourage transparency, compassion and bright ideas in a fast-paced, yet warm environment. We aren’t the types to simply lounge on bean bag chairs and drink cold brew all day.

Caroline

Community and Culture Manager

What are Liquibase Perks + Benefits

Liquibase Benefits Overview

A transparent and collaborative team environment. We value multiple perspectives and fresh thinking.
Our entrepreneurial culture provides every employee the opportunity to make a meaningful impact.
You get to work on new technologies and learn from experienced professionals.
You gain insight into how some of the world’s largest brands manage software teams and releases.
Growth opportunities and ability to move up within the company.
Everyone is a shareholder in the company.
Flexibility of remote work.
Generous benefits.
Flexible Time Off and Paid Holidays.
No punks, No jerks.

Culture
Volunteer in local community
Partners with Nonprofits
Liquibase has partnered with the SAFE Alliance. Check it out! https://fundraising.idonate.com/the-safe-alliance/liquibase
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
We celebrate the flexibility and efficiency that a remote working environment provides us as Liquibase employees.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Happy Hours
Happy hours are hosted once per month.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
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