Customer Experience Engineer

Cube’s mission is to bring context to your data apps.

Cube is the universal semantic layer that makes it easy to connect data silos, create consistent metrics, and make them accessible to all of your BI tools, customer-facing embedded analytics, as well as LLMs, AI chatbots, and agents.

Cube is the company behind the wildly popular Cube open-source project and delivers the Enterprise-ready Cube Cloud that includes additional functionality - such as integrations with Power BI, Tableau, and Looker - along with robust developer tools, observability, security, and compliance. Companies such as Drift, Cloud Academy, Security Scorecard, Intuit, Walmart, and IBM trust Cube to deliver amazing data experiences to their customers and employees.

We’re a remote-first team of friendly people distributed around the world. Cube is supported by investors such as Bain Capital and Decibel and is headquartered in San Francisco, CA.

Our Customer Experience team is on a mission to become one of the best teams in SaaS and our team consists of Customer Experience Engineers and Customer Success Managers. We believe in empathy, in transparency, in building trust with our customers and in establishing long-term relationships by focusing on our customers’ goals and needs. Cube’s wins tied to our customer’s wins.

Requirements

• 2+ years of experience in customer support with technical products, in QA, data engineering or other service oriented customer facing roles .
• Outstanding verbal and written communication skills. Attention to detail and willingness to help clients.
• Excellent organizational skills and ability to perform in a fast paced environment.
• Familiarity with the Data analysis market landscape, e.g. Business Intelligence tools (Looker, Power BI, Metabase), cloud-based infrastructure-as-a-service platforms (e.g. AWS, Google Cloud) and Data Warehouse vendors (e.g. Snowflake, Google BigQuery, Amazon Redshift).
• Has hands-on experience writing and analyzing SQL code, experience with APIs and Git. You can easily explain technical concepts to your colleagues with various levels of technical expertise.
• Experience in writing and maintaining support documentation.

Position expectations

• Resolve customer issues in Helpdesk systems, Slack, Github and other channels effectively and in a timely manner.
• Continually learn best practices and apply your knowledge to help users.
• Analyze enquiries, learn quickly, contribute to documentation and playbooks, collaborate with your team to improve the product based on customer feedback and customer cases.
• You’re comfortable to jump on call with customers to help them and manage the case till it’s fully resolved.