Sleuth helps engineering teams measure and improve their efficiency. Sleuth’s Engineering Efficiency platform provides a complete and accurate view into DORA metrics, visibility into bottlenecks, and tools to automate workflows. Sleuth integrates with your entire toolchain - from issue tracker, source control, CI/CD, feature flag, incident tracker, to observability tools - to provide the baselines, context, and insights you need to improve efficiency.
In this role, you will:
Respond to customer-initiated interactions, primarily through ZenDesk and Slack (one-on-one communication), with occasional zoom calls when it’s appropriate.
Take a consultative and empathetic approach in delivering customer support - ensuring an incredible experience our customers tell their friends about!
Identify software bugs and feature requests, and work within our escalation processes to ensure quick and efficient resolution
Become a Sleuth Master - and keep up to date with product features and changes
Work remotely, but as part of a team that communicates openly and constantly through slack, documentation, and stand ups.
Demonstrate strong ownership in issue resolution by providing best efforts to investigate, share knowledge, and communicate clearly with all customers
Use multiple tools to get the job done - you are a multitasker at your core
About You:
You must have 4-5 years tech industry experience supporting a SaaS (software as a service) platform product.
You’re happiest when you get to use your awesome customer facing skills combined with your love of tech.
You have excellent written and verbal communication skills, and have real world experience deploying those skills.
You have knowledge and/or experience with software engineering teams and processes - and a strong desire to build that knowledge
You bring a top-notch customer demeanor, including patience, understanding, and empathy - but you’re also able to be clear and direct while explaining technical concepts.
You enjoy learning new processes, and you’re not afraid to contribute to improvements. For example, you can learn to use our help articles, and then contribute to aid in ticket deflection.
You are known for being smart and getting things done. When you take on a project, your team knows you will handle it effectively and efficiently.
Experience working with ZenDesk, Planhat and Slack will help you hit the ground running.
Experience with things like Github, CI/CD, Datadog, Django, Python and understanding of APIs.
We would prefer that you have supported an engineering user base in at least one previous job.
While this is a remote position, you must be located in the United States.
Sleuth was founded in 2019 by three engineering and product experts who were involved in the fundamental growth of Atlassian’s global success. Since emerging from stealth, we are accelerating our product momentum and adoption. The team is built on a culture of openness, diversity, respect, and we think beyond what’s wanted and anticipate what’s needed from evolving engineering teams.
At Sleuth, we don’t just accept differences, we look for them, celebrate them, support them and thrive on them for the benefit of our employees, our products, and our customers. Sleuth is proud to be an equal opportunity workplace and is committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know so that we can support your needs.
