Embark Veterinary Success Engineer, Product in Boston, Massachusetts
Discover your dog more than fur deep with the most comprehensive DNA test on the market. Designed by world leaders in dog genetics, in partnership with Cornell University, the Embark DNA Test tells owners what breeds make up their pets, how to prevent future possible health problems, and what features and traits their pet might have. Help us end preventable disease in dogs and improve the lives of pets and their people through genomics.
Embark is the only dog DNA test using a research-grade DNA microarray, letting us give our customers the most accurate and comprehensive results on the market. More importantly, it allows us to do ongoing research into the genetics of dogs, which are a fantastic population for genetic discovery due to selective breeding over time. Our research focuses on mapping new traits and diseases, improving personalized veterinary medicine, and developing new breeding programs to eliminate preventable diseases in pets.
Interested in joining? We?re looking for highly motivated and driven employees who will help us stay on the cutting edge of creativity and innovation in the fast-growing consumer genetics space.
Embark is a mission-driven company with customer success as a significant driver of our ability to end preventable disease in dogs. We pride ourselves on consistently delivering and satisfying customers. This shows in our outstanding customer satisfaction ratings and review scores across the board.
This is a key first hire for forming Success Engineering at Embark. This specialist role will strive to delight Embark?s customers by removing roadblocks for internal and external customers of the Engineering team. The primary role will be to serve as the bridge between our Customer Success and Engineering teams in close coordination with our Product team and secondarily support services provided to internal R&D teams.
Manage, triage, and inform prioritization of escalations to Engineering primarily from our Customer Success team, but at times other internal and external customers
Improve customer satisfaction by working with Product and Engineering to build out the processes, documentation, and tooling that enable our Customer Success team to delight our customers with faster, simpler resolution
Increase Customer Success team throughout by reducing the need to escalate and resolving escalations as needed
Minimize time to reproduce bugs in Engineering by clearly triaging escalated issues
Excellent understanding of prioritizing customer care in a customer support and/or other service-oriented customer-facing roles
Confident in fixing bugs and maintaining code written in TypeScript/NodeJS on an Agile software development team
Excellent debugging skills
Ability to bend technology to their will to resourcefully find solutions without coding
Passion to combine technical and soft skills to solve complex problems that enable others to succeed
Knowledge of data analytics with SQL is a plus
Experience working on a consumer-facing product a plus
Willingness to participate in on-call rotation including some weekends and holidays
What We Offer
Dog-friendly office near South Station, Boston
Perks tailored for dog lovers including subsidized dog-walking services and paw-ternity leave
Startup perks with big-company benefits
Competitive salaries, all-inclusive health care, and equity participation
A flexible vacation policy along with paid maternal and paternal leave
Fully-stocked office snack bar and regular office events
New iMacs and MacBook Pros, or laptops running Linux
Continuing education including attending conferences
Embark is an equal opportunity workplace and values diversity at our company. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, citizenship status, sexual orientation, age, disability status, marital status, gender identity or expression, veteran status, or any other characteristics protected by federal, state or local laws. See also EEO is the Law.