Now Hiring: Senior Software Engineer, Customer Success
We are looking for a software engineer to help customers succeed using Gatsby beyond their wildest dreams. Join us in our mission to make website development fun by making it simple.
Gatsby is a remote-first, community-focused team working to build a high-performance, fun to use, accessible, and astonishingly flexible presentation layer for any data source. Our core values include transparency (we work in public most of the time); creating a safe, high-trust team; building incredible developer experiences; maintaining a healthy working environment; and helping deliver web experiences that feel amazing to use on every device and connection type.
- Type of Work: Full-time employee
- Location: Remote (US or International). Preference for UTC-8 to UTC+4.
- Engineering Level: L4-L5 (see our Engineering Levels Guide)
You may know Gatsby, the open-source project, which currently is downloaded 800k+ times/month, has nearly 40K github stars, and a thriving community of 2.5K (and growing) contributors. We’re building incredible Cloud tooling to make the open-source product faster, better, and easier to use for teams. As we scale this product, we’ll have more and more customers—with widely varied technical skill—using our Cloud offerings. To maximize and maintain engineering velocity, we need a skilled engineer to pinpoint customer issues, drive product improvements to eliminate entire types of issues, and above all else, ensure customers succeed beyond their wildest dreams in their usage of Gatsby.
Our Customer Success team works closely with every team at Gatsby. Seamlessly blending between the different and varied personas of engineering, executives, and product (to name a few!) is challenging, but rewarding. You’ll need to grow these relationships and build up your own subject matter expertise to meet and exceed the needs of each of these different groups.
In this role, your strong technical and written/verbal communication skills will be instrumental to our success as we grow the customer base at Gatsby and ensure our customers’ needs are not only being met, but blown away by the experience of using Gatsby’s products.
Depending on the day, you’ll:
- Ensure users wildly succeed on their journey with Gatsby. We have a growing and diverse mix of customers’ skill sets. You’ll directly work with these customers, and potential customers, to unblock them from using Gatsby, resolve issues, and categorize issues as open-source, Cloud, or user error and use this direct feedback to drive direct improvements in Gatsby.
- Drive monumental growth in our user base. Leveraging your mastery of communication, you’ll work directly with potential customers to make the benefits of Gatsby clear, obvious, and apparent. You’ll lead with kindness and empathy and guide customers on their transition into using Gatsby and our Cloud products through workshops, written communication, video calls, and more.
- Work with engineers shaping the direction of the web. You’ll work with some of the sharpest, multi-talented engineers on the planet. You’ll learn, help others learn, and thrive in an environment where we’re all working together towards this common goal of making Gatsby the way to build for the web.
- Deliver lightning-quick pull requests from customer feedback. As an engineer, you’ll need to first pinpoint the root cause of issues. Whenever possible, if these issues can be fixed quickly, fix them and eliminate a whole type of issue for our customers whether they’re code, documentation, or some combination of both!
- Shape the integration ecosystem. One of the most interesting ideas of Gatsby is “bring data from anywhere” (see: Journey to the Content Mesh) which has led to a proliferation of excellent source plugins from integrations like Wordpress, Drupal, Contentful, and many, many more. You’ll work directly with integrations to guide towards real, delivered customer value and enable a “pit of success” for our customers.
- Turn the reactive proactive. You’ll build and enable automations that identify issues and proactively alert customers of potential issues before a support request is even issued.
- Ability to dive into complex problems. You should be able to quickly assess, understand, and assess where and how bugs arise in customer code.
- Strong written and verbal communication skills. You’ll clearly and concisely communicate via Google Docs, Github, Slack, and Zoom to name a few.
- Debugging code. Bugs should frustrate you. When you see a customer struggling with using Gatsby, that’s your bat signal to improve that experience and get to the crux of the issue and unblock the customer.
- Ready and willing to ask and answer questions. You’re comfortable saying you’re unsure, asking for help, and reaching out to assist others. You thrive and Gatsby thrives because of continuous learning.
- You’ve had direct customer experience. You may have had a direct line of communication with customers, and with this direct line, drove improvements and helped customers succeed in using your product. You may have experience using a tool like Intercom, Zendesk, etc.
- Public speaking experience. You may have given talks at a local meetup, or even at a conference in front of hundreds of people.
- Leading a team. You may have experience leading a team or projects. You’ve helped your team level-up and reach your levels of technical and communication expertise.
- Measurably improve the experience of using Gatsby. You’ll have a direct pulse on the growing Gatsby Cloud customer base. You’ll leverage this direct connection to surface meaningful, rewarding improvements to the customer experience of using Gatsby.
- Live and breathe on the cutting edge. You’ll be at the cutting edge of website development — working on one of the fastest-growing site building frameworks on the market, digging into the Gatsby’s innovatively architected codebase and build system, using modern tools such as Node, React, and GraphQL.
- Flexibility to shape your role to be most impactful. At a startup, key traits are adaptability and flexibility. Shape the unknown and make it your known, maximizing your impact to Gatsby and helping shape what the Customer Success department means to Gatsby and how it can be maximally impactful.
- Hard problems? Oh yeah, we got ‘em. You’ll be solving incredibly difficult technical challenges every day. Put on your thinking cap and prepare yourself for hard, yet fun and rewarding technical challenges.
- Grow and learn from a vibrant, eager, and engaged community. You’ll be part of an active, open, friendly community of developers who are really excited about building high-performance, fun-to-use websites.
- Make Gatsby the way to build for the web. Your role will be key to making Gatsby the next way to build on the web — and a technology that enables the next billion internet users.
- Wearing many hats is challenging. To be most impactful, you’ll need to be an expert in multiple areas of Gatsby’s codebase, both open source and commercial. There’s a large learning curve to both areas, and one of the most difficult parts of the job is growing the context and experience necessary to classify issues as Core, Cloud, user, or something in between!
- Long-running, in-progress work without a clear end. It can be challenging to have lots of in-progress work without having the immediate gratification of shipping. For instance, vendor integrations take quite a while to move from initial sync to published and delivered customer value. You will need to grow comfortability in managing lots of in-progress work alongside day-to-day responsibilities.
- Multiple stakeholders with different backgrounds. Working directly with different (non-engineering) teams, leadership, and engineering means you have to be a master of communication and understanding what makes different folks tick. You need to be a chameleon of communication, adapting at every step to ensure different groups are aligned and always have the info they need to succeed.
- Unlimited vacation policy, with a minimum of 15 days paid vacation time
- Amazing health, dental, and vision insurance for you and your family (US only)
- 3 months of paid parental leave covering both adoption and foster placement
- Skip the commute with remote work
- Fly to cool locations 3x/year for company-wide meetups
- Stock options in a fast-growing startup
- Gatsby Sabbatical: additional 4 weeks paid vacation after 4 years tenure
Gatsby is an equal opportunity employer. We eagerly seek applicants of diverse backgrounds and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law. Cultivating inclusivity and diversity is a top priority.
Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Gatsby does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with Gatsby.