Release Engineer
Austin, TX / Denver, Colorado
Customer Success – Customer Success /
Full-Time /
Remote
As a Release Engineer at Sitetracker, you are positioned at the forefront of our customer engagement. You play an indispensable role in enhancing client experiences through the strategic upgrading of their platforms and the seamless migration of managed packages into our core offerings. This pivotal role demands robust technical acumen, outstanding problem-solving abilities, and a profound commitment to customer satisfaction.
In this capacity, you will collaborate extensively with colleagues across the Upgrades, Engineering, Product, and Customer Success teams. Your mission will be to drive the upgrade processes forward, navigating challenges with skillful communication and a proactive approach. You will be instrumental in addressing and resolving customer concerns during upgrades, ensuring their needs are met promptly and precisely.
By joining our team, you contribute to our mission of delivering excellence and innovation in customer service, setting new standards in technology upgrades, and fostering a collaborative and dynamic work environment.
The Skill Set
- Leverage Salesforce Administration Expertise Daily: Utilize your deep knowledge of Salesforce administration to enhance daily operations and contribute to team efforts.
- Customer Collaboration: Engage directly with external customers to understand, replicate, diagnose, and resolve technical or configuration issues throughout the upgrade process.
- Content Creation: Develop instructional videos and comprehensive documentation that guide customers toward a successful upgrade experience.
- Responsive Communication: Efficiently manage customer inquiries through virtual meetings, email correspondence, and case logs, ensuring timely and precise responses.
- Effective Communication Skills: Communicate clearly and listen attentively during virtual meetings and in all written communications, ensuring understanding and effective dialogue.
- Detailed Documentation: Consistently record discussions and solutions in a clear and concise manner to ensure accuracy and clarity for future reference.
- Professional Composure: Maintain calm and composed interactions, swiftly and effectively responding to customer needs, even in high-pressure situations.
- Simplify Complex Concepts: Explain complex technical concepts in a straightforward and relatable manner that aligns with customers' business needs.
- Collaborative Teamwork: Work independently as well as collaboratively with other release engineering staff, quality assurance, engineering, sales, marketing, operations, and administrative teams to resolve issues related to upgrade configurations.
- Flexible Scheduling: Be willing to work flexible schedules, including evenings, weekends, or holidays, to meet project demands and customer needs.
- Community Engagement and Knowledge Sharing: Develop and review content for the community and knowledge base, helping to foster an informed and engaged user base.
Within 60 Days, You’ll
- Develop Sitetracker Expertise: Gain proficiency in the Sitetracker product and achieve Sitetracker Certification to enhance your technical capabilities.
- Optimize Customer Support Tools: Create and refine project templates, reports, and dashboards to effectively troubleshoot issues and guide customers through complex processes.
- Expand Salesforce Skills: Enhance your understanding of Salesforce by completing Trailhead training modules and continuously building upon your existing knowledge.
- Adhere to Upgrade Protocols: Follow the established Upgrades playbook and process meticulously to ensure that all procedures are correctly implemented.
- Enhance Knowledge Base: Actively learn and document common customer upgrade requests to augment our Upgrade team’s knowledge base and improve service efficiency.
- Innovate and Improve Processes: Work with Upgrade automation tools to identify and implement areas of improvement, enhancing operational effectiveness.
- Collaborative Problem Solving: Collaborate with software engineering, hosting services, and peers to address complex configuration and technical code issues during the upgrade process, ensuring constant communication and updates with the customer.
- Maintain Active Customer Communication: Serve as a continuous line of communication to customers, providing timely updates and follow-ups on all upgrade requests to ensure clarity and satisfaction.
- Effective Triage and Coordination: Understand key support role concepts to effectively triage requests and coordinate with the appropriate internal teams for rapid resolution.
Within 180 Days, You’ll
- Customer and Peer Training: Train customers and peers on utilizing and configuring features within the Sitetracker product, enhancing their understanding and efficiency.
- Advanced Configuration and Troubleshooting: Utilize Salesforce and Sitetracker capabilities to configure, troubleshoot, and develop workarounds for issues that arise during customer upgrades.
- Process Improvement: Actively contribute enhancements to our growing playbook and processes, aiming to continuously improve the customer experience.
- Knowledge Leadership: Serve as a key source of knowledge and guidance for team members, offering support related to upgrades and ensuring best practices are shared and implemented.
- Innovative Contributions: Provide the product team with upgrade enhancement ideas, helping to refine and improve the core functionalities of our products to enable faster and more efficient upgrades.
- Guidance on Best Practices: Understand critical customer functions and provide expert guidance on best practices to ensure optimal use of our platform and customer satisfaction.
Within 365 Days, You’ll
- Collaborative Training: Work alongside new analysts, developers, and admins to impart training on best practices, ensuring a high standard of professional development and expertise.
- Knowledge Development: Enhance the Sitetracker Knowledge Base by creating and sharing best practices, tips, and training scripts/documentation to guide customers in the proper administration of their environments.
- Decision-Making Autonomy: Exercise autonomy in making critical decisions that influence upgrade enablement and overall project success.
- Standardize Release Practices: Collaborate with other Release Engineers to develop and enforce best practices that ensure a consistent and reliable release experience for customers.
- Lead Educational Initiatives: Conduct internal training sessions on the latest features introduced in the Salesforce and Sitetracker platforms, keeping the team up-to-date and proficient.
- Professional Growth: Engage with various teams to continuously enhance your skills and grow within the Salesforce and Sitetracker ecosystems, ensuring you remain at the forefront of technological advancements.
- Analytical Problem Solving: Identify recurring symptoms, patterns, and effective solutions to address and preempt future customer upgrade challenges.
About Sitetracker
Sitetracker was founded ten years ago with the singular focus of solving a problem that was first recognized within the telecommunications industry; how to effectively manage the volume, variety, and velocity of critical infrastructure projects needed to meet the demand of expanding wireless and cellular service. That problem has become even more pronounced due to the eventual explosion of 5G. Being able to effectively deploy infrastructure is going to be the differentiator between leading telecommunication providers.
However, over the years, we realized that this challenge isn’t localized to telecommunications – it’s pervasive nearly everywhere and has reached an inflection point. Utilities (such as gas and electric services), smart cities, and alternative energy all face similar challenges. Sitetracker is the only full-lifecycle project management platform suited to support these companies and address these challenges.
We are exceptionally proud of the company we’ve built (we were recently recognized as the #2 place to work in San Francisco, as well as one of the top places to work in the entire United States). Our people are extraordinary and we’re continuing to invest in our people-first culture.
