Customer Engineer - Santiago
Santiago
Customer Success /
Contractor /
Remote
About us
Capital Markets Gateway (CMG) is a financial technology firm that is modernizing the equity capital markets (ECM).CMG connects investors and underwriters via a neutral platform that delivers integrated ECM data and analytics, transparency, and workflow efficiencies. Providing a digital system of record for firm-wide deal activity, CMG helps clients make more timely, better-informed decisions.
Launched in 2017 by a team of ECM practitioners, the CMG platform is currently relied upon by nearly 100 buy side firms representing $20 trillion in AUM and 15 investment banks. CMG’s goal is to alleviate pain points resulting from disparate solutions, fragmented data, and frenzied communication. CMG’s DataLab product solves for data analytics, while CMG’s XC platform establishes connectivity between buy- and sell-side firms.
About the team
The CMG Customer Success Team is responsible for customer onboarding, enablement, and support. Sitting between product, engineering, and sales, the Customer Success team must be multifaceted to meet the needs of every relationship. The team strives to provide world class customer support.
You are
A critical thinker who enjoys not just the implementation of solutions, but also understanding the problem, working with others to find the best outcome, and formulating the path forward. You enjoy collaborating, pairing, and sharing knowledge across domains. You have an itch to understand the technical details of application functionality, while also gravitating toward business application and customer interaction.
The role
We’re looking for a Customer Engineer who will develop an expert understanding of our CMG platform and will handle a vast range of client inquiries. The role will drive the value proposition of our services by providing guidance and solutions to enhance our user’s experience. Our Customer Success group acts as the “voice of the customer” to advance the functionality of the CMG platform and is an excellent collaborator partnering with Sales, Product Management, and Engineering functions.
You’ll join our talented team in Santiago and will be immersed in CMG’s extraordinary culture. We will give you time and guidance to get onboarded into the role.
Responsibilities
- Develop in-depth knowledge of the CMG platform to support a wide range of client inquiries
- Develop insights on client pain points and opportunities and work collaboratively across internal teams to influence CMG’s product direction
- Handle customer support inquiries via various communication channels (email, chat, phone) leveraging HubSpot’s ticketing system
- Monitor for, diagnose, and resolve customer issues, thinking creatively about workarounds or alternative solutions if a direct feature or workflow is not readily available
- Provide support for our API products and address API-related customer queries
- Created onboarding materials, including integration diagrams
- Thoroughly document support issues and escalate where necessary
- Deliver excellent customer service, driving high levels of customer satisfaction
- Remain flexible and positive in the face of challenges
- Assist with and participate in special projects and initiatives
Skills & Requirements
- A background in software development or experience in a client-focused analyst or support role
- 2+ years in customer support or client-focused business analyst role
- Exceptional communication skills in English (min. C1, both written and verbal) and the ability to interact with a wide range of audiences
- Desire to learn CMG’s architecture and best practices (e.g REST APIs, GraphQL, Object Versioning, Error Handling, Access Control, Identity Management)
- Proficient in using customer support-related tooling such as HubSpot, Jira, MixPanel, Pendo, and Microsoft Office
- Basic knowledge of REST APIs
- Basic knowledge of Python or similar programming language
- Ability to influence both technical and business audiences to improve the product by identifying and documenting enhancements
- Curiosity and desire to learn quickly and develop domain knowledge
- Keen analytical and problem-solving skills
- Ability to multi-task balancing simultaneous customer issues
- Comfortable working in a collaborative, fast-paced team environment
- Must be based in Santiago, Chile
- Knowledge of PowerBI, DataDog, andGraphQL
- Experience working with business analytics
- Prior experience working in FinTech or within financial institutions
- BA degree in Finance, Economics, Computer Science, or similar study
- Time flexibility to occasionally cover non-peak hours
- Entrepreneurial mindset
- Positive, “get-stuff-done” attitude
Nice-to-have:
Our values
- We innovate with purpose
- We focus on outcomes vs. output
- We believe diverse and inclusive teams fuel innovation
- We are humble yet candid
- We do right by the customer
What we offer
- 2 year+ contract
- 15 days of vacation
- Gym membership contribution
- Language courses
- Tech courses and conferences
- Top-of-the-line MacBook
- Potential trips to the USA
- Company team-building events
- Flexible working hours and the possibility to work from home
We celebrate diversity and are committed to creating an inclusive work environment. CMG is an equal-opportunity employer.
