Lead Customer Success Engineer

About Bask

Bask is the best telehealth platform on the market. Our mission is to empower entrepreneurs and businesses to launch a DTC telemedicine company quickly and easily, abstracting away the complexities of the industry into an easy-to-use platform. With hundreds of features to meet the unique needs of telehealth, we put all the tools in our customers hands for success. We are a rapidly growing startup, and we work with care and intention to create a high-performance company with the following in mind:

• Speed Wins. Make decisions, move quickly, and know that if things go wrong, it's okay for you and the company.
• Intuition, Then Data. We're a data-driven company. We start with our instincts and then use data to validate our decisions and improve
• Miles, Not Inches. Thinking small is a self-fulfilling prophecy. Favor bold ideas over incremental changes
• Customer-Obsession. We are obsessed with helping all our customers launch multi-billion-dollar companies with ease. We accomplish this by knowing our customers incredibly well and finding ways to make their businesses better.
• Ownership & Accountability, together. We embody a culture of extreme ownership, accountability, and teamwork. We count on every team member to take responsibility for their work, embrace a proactive mindset to overcome challenges, and work together to achieve our collective success

About the Role:

Reporting to the Customer Success & Engineering, the Customer Success Engineer's responsibilities include resolving customer concerns, creating and improving internal tooling, and engineering solutions to help Bask customers get the most out of the platform.

To be successful in this role, you must be an excellent communicator who's able to earn our customers' trust and understand technical problems quickly. You will also ideally have a background in web development and have a passion for digging deep to find and resolve root causes. In addition to this, you will be comfortable with weekend on-call work based on a rota system.

Ultimately, you will help establish our reputation as a company that is exceptional at helping its customers meet their goals throughout all parts of the customer journey while engineering solutions to constantly improve the customer experience.

What You Will Do:

• Solving interesting cases for Bask customers.
• Troubleshooting customer issues alongside our engineering team.
• Working with other Bask teams to provide advice and assistance, both internally and externally.
• Developing and improving internal tools alongside engineering.
• Specializing in a few product areas and owning that within the team.
• Improving existing, and identifying new, internal documentation, processes and policies.
• Assisting Customer Success Managers with Enterprise requests.

About You:

• You understand modern web architecture, frontend frameworks like Next.js and React, cloud technologies, serverless computing and DNS.
• 6+ years of experience in Customer Success Engineering
• You comprehend how metered usage and subscriptions work in a complex SaaS product.
• You enjoy engineering solutions to resolve root causes of recurring problems.
• You are experienced with incident management and procedural communication.
• You possess exceptional communication skills.
• You have an inquisitive mind and lead by example.
• You are comfortable working with a fully remote, globally distributed team.
• You have a passion to deliver a customer experience second to none.
• Availability to work within a weekend on-call rota.

Bonus If You:

• Prefer to work a Saturday to Wednesday or Wednesday to Sunday schedule.
• Have experience with SAAS and a good understanding of telehealth and e-commerce.
• Work with monorepos and/or custom, complex CI/CD pipelines.

• Great compensation package and stock options.
• Culture Focused. We prioritize building a high-performance culture of top talent. At Bask, you'll work with a team of smart, motivated and happy people who like to have fun.
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.
• Unlimited PTO. We trust you to do what is necessary to get your job done while maintaining a healthy work/life harmony. We offer unlimited time off and encourage you to take it.
• Remote Friendly - Work with teammates from different time zones across the globe.