Customer Experience Specialist  

Packet, a New-York based Cloud infrastructure startup, with a focus on bare metal server automation, is seeking self-motivated, highly technical, systems and networking leaders to join our global team. As a technologically progressive and tightly knit start-up environment, we are looking for a Customer Experience Specialist.

We’re pleased to be searching for an energized and eager to learn customer experience entry level team member to help support our growing customer base across multiple platforms ie. slack, live chat, and email.

Our ideal hire is motivated by what we're doing as a company (hint: we’re building a better internet by automating the heck out of fundamental infrastructure!), and eager to contribute on the front lines interacting with customers, partners, and internal stakeholders to advance an awesome experience for our users.

WHAT YOU’LL BE DOING

Your primary mission will be to help customers have a great experience with Packet. While we don’t offer managed services, our customers expect us to be deeply knowledgeable both about our platform as well as the ecosystem at large - so we can help them get the most value out of their infrastructure spending.

You’ll both help us engage on the front lines while building a culture amongst our growing NYC and remote based customer success team. Help set the standard by working with colleagues throughout the company to come up with the best ways to educate, onboard, excite, and support our thousands of users as well as our top accounts.

You’ll also have a communications role, both to our users and also to our growing staff - helping everyone keep those “user stories” fresh and relevant. When things go down or get dicey, we’ll need you to ensure the customer end of things (including status page, outage and maintenance notices, and various channels) while the platform and operation teams do their work.

Finally, we believe that this role has a huge impact on our revenue, especially with top customers and complicated deals. Your not-so-secret passion for winning will help ensure we take full advantage of new opportunities while activating your team to keep our top customers growing.

ABOUT YOU

You have a passion for customer experience and enjoy solving problems. Infrastructure and the internet capture your imagination - we’re all about bare metal after all! Finding ways to make it easier and more fun for our users to utilize our platform should be fun for you.

• It is important that you have at least a fundamental knowledge of systems administration, with basic knowledge of DevOps fundamentals, and always ready to learn more. To support our customers, you’ll want to gain experience with networking, a wide variety of applications, and infrastructure in general.
• You get the best out of the people around you and know how to work with a team that gets excited by tackling hard things in style. You enjoy being a team player and collaboration.
• Versatility is the name of the game with this role - you’ll wear many hats and should enjoy a fast-paced environment.
• You like listening to people and helping them solve problems with interesting solutions. You love to learn about new tools and projects and figuring out how they might be used.
• “After/off hours” situations are a part of this role, which can be taxing. You should be good at managing and protecting your time to be flexible but also ensure you are able to maintain a sustainable schedule.