Who we are
Our mission at Nylas is to turn communication into inspiration and insight. We empower over 100,000 developers and over 900 companies all over the world to access, parse, and gain insights from communications data to provide better experiences for their customers and users, all while providing top tier security and compliance. To achieve this vision, we’ve raised over $175M from Tiger Global, 8VC, ScaleUp, Spark Capital, Slack, and more.
We have a huge market (every company that builds software) and a massive opportunity (the world runs on communication and data). By continuing to hire exceptional people from all different backgrounds and perspectives, we have the opportunity to make Nylas one of the biggest, most successful and equitable technology companies in the world.
Why Nylas
Nylas is an advocate for the well-being of our employees. We trust our employees and give them the autonomy to achieve their goals without focusing on when, where, and how they get there. We are a flexibility first workplace, but if Nylanauts want to work from an office, we have hubs in San Francisco, Denver, New York City, Toronto, and London.
We are also strong supporters of internal and cross-team mobility and growth. We want Nylas to be a place where anyone can be supported to grow, learn, and become the best at what they do. We’ve been named a top Startup for career growth and development by
Forbes, Great Places to Work, and
Comparably!
From our CTO + Co-Founder, Christine Spang:
“We have a number of folks on the team who started as an individual contributor and became staff level or leaders in their area. I personally love seeing people reach their full potential and become successful at Nylas.”
The Role
An implementation engineer requires a unique blend of skills. It requires a person to be customer facing but also extremely technical, driving customer development, architecture, and best practices to help our customers succeed. Nylas is looking for an intelligent, diligent, and results-driven individual to join our customer implementation team. Hundreds of businesses rely on the Nylas Cloud APIs to power their products, and your role will be critical in ensuring their sustained growth and success. You’ll work directly with some of the top technical talent in our industry and help them build robust applications using Nylas APIs.
In addition to working directly with our customers and their teams, you will also work alongside Nylas engineers, customer success managers, product managers, and support engineers to help triage and resolve issues that impact reliability and speed of our customers’ time to value, implementation, and overall success. This role is highly cross functional and you will become familiar with many people across all parts of the Nylas team.
Finally, you will help recognize and prioritize trends in customer issues and implement processes and automations that fix them. Your deep technical understanding of our infrastructure will allow you to answer customer questions quickly, help identify and resolve bugs, and overall onboard new customers onto our platform and help existing ones quickly resolve issues.
You should have strong technical aptitude, experience providing empathetic customer-facing support, and the demonstrated ability to work collaboratively.
What You’ll Do
- Help design and articulate technical solutions.
- Proactively advise a customer to push them to faster adoption.
- Ensure efficient, competent, and timely responses to customer questions.
- Advise and contribute to Nylas work towards self-service knowledge base/docs.
- Manage and advise customer configurations and setups, and any other relevant networks when appropriate.
- Attend and lead technical training sessions with customers and schedule additional training sessions for clients after each completed training session as needed.
- Contribute consistent and actionable feedback for Product based on customer interactions.
- Respond quickly to customer questions in a ticketing queue that they can write in during onboarding.
- Collaborate closely with various teams including engineering (provide feedback, file and fix bugs), customer success (customer strategy and communications) and product (provide roadmap feedback).
What You’ll Bring
- 2-5 years experience as an implementation engineer or equivalent experience.
- Knowledge of software implementation methodologies.
- Background in api development and at least one or two software languages.
- In-depth understanding of the challenges companies face while implementing a technology product and can independently lead a complex, multi-party implementation project in a highly consultative and proactive manner.
- Professional, reliable and able to deliver a high standard of customer service.
- Comfortable working independently.
- Articulate and communicative. We have a very small and close team and we rely on each other to help out, communicate, and ask each other questions. We would love to continue maintaining this team environment.
Compensation:
The estimated base pay range for this role is 44000 GBP - 59000 GBP + equity, perks, and benefits.
The total compensation for this role will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location
Not sure if this is you?
We want a diverse, global team, with a broad range of experience and perspectives. If this job sounds great, but you’re not sure if you qualify, apply anyway! We carefully consider every application and will either move forward with your application, find another team that might be better suited to your skills, keep in touch for future opportunities, or thank you for your time.
