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Individual Contributors

These titles describe seniority along four main axes: domain knowledge, teaching and mentoring, culture and leadership, and customer success.

Table of Contents

Associate Customer Engineer

Management Equivalent: n/a

Domain Knowledge

Basic computer science skills; some knowledge of coding in one or more languages, and some experience with web, mobile, or data programming; able to provide basic troubleshooting across the major parts of the stack; can follow SOPs accurately; knows when to seek assistance. Good written and verbal skills.

Teaching and Mentoring

Able to present and discuss work with other engineers, and receptive to feedback and coaching from team. Recognizes areas for improvement and actively seeks knowledge and skills enhancement.

Culture and Leadership

Takes independent initiative to tackle tasks relevant to skill level; solves problems, follows through on commitments; respects and collaborates well with Support, Product, Engineering, Operations, and other teams, and demonstrates respect for company values.

Customer Success

Responds to escalated customer issues and incidents in a proactive, timely fashion; understands importance of actions relative to customer experience and retention.

Customer Engineer

Management Equivalent: n/a

Domain Knowledge

Competent in one or more Urban Airship core problem domains: e.g., web, mobile, data, etc.; familiar with object-oriented design, testing, and core development tools; able to work independently on basic projects. Knows how to collaborate with engineering and product to decide how a problem should be solved, and can take on bug-fixing tasks in our core products with some supervision.

Teaching and Mentoring

Provides detailed code reviews and develops troubleshooting mechanisms for teammates; helps document best practices; can help new hires and interns get up to speed with the team's style, tools, processes, and existing code bases.

Culture and Leadership

Identifies quality and reliability issues in internal and external products they support and attempts to resolve them; seeks input from teammates and engineering experts on systems and feature design. Improves team's documentation and internal processes.

Customer Success

Understands customer needs and motivations, and collaborates with other teams wherever helpful to solving a customer issue. Understands how engineering projects and support efforts contribute to business goals. Committed to delivering consistently high quality products and services.

Senior Customer Engineer

Management Equivalent: Manager

Domain Knowledge

Proficient with UA engineering stack and preferred tools/style; able to design tools and automation for their own team and other teams; understands scaling, reliability, and maintenance trade-offs as they occur in practice; able to solve majority of customer issues without escalation. Represents interests of Customer Engineering well in cross-team projects.

Teaching and Mentoring

Consistently helps new hires and more junior engineers to "level up" and become more proficient over time; offers demos, talks, and recommendations to help their own team and others be more productive and ship better products.

Culture and Leadership

Helps to continuously maintain and improve quality across internal and external products; provides detailed and useful feedback for hiring; quickly volunteers to lead troubleshooting efforts and cross-team projects.

Customer Success

Comfortable and effective in acting as the voice of the customer to Eng/Ops, and the voice of Eng/Ops to Customer Success. Focuses on automating CE and Customer Success tasks wherever possible to improve efficiency of both teams.

Lead Customer Engineer

Management Equivalent: Senior Manager

Domain Knowledge

Able to stand in for CE Manager at technical review meetings and process definition / improvements meetings; highly knowledgeable about areas of key importance that impact CE, CS, and our customers; capable of directing complex customer and / or technical issue triage and resolution. Can independently and successfully produce, assemble, and release regular CE reporting metrics/data including: uptime, production incident stats, etc. Well-versed in multiple key product components; able to define and contribute to systems in multiple areas of the product; up to date on evolving standards, platform features, and critical vendor and community-provided technologies.

Teaching and Mentoring

Routinely leads advanced technical training talks for CE and groups beyond (CS, Eng, etc.), ellicits feedback, and develops trainings on new topics. Defines, documents, and evolves best practices for development in Customer Engineering; shepherds and aids in development of new projects across the organization; provides training and mentoring for multiple team members.

Culture and Leadership

Regularly makes suggestions for and leads new CE team projects, cross-team projects; and architects and documents process changes. Leads CE team meetings when CE Manager is unavailable, meets regularly with VP Operations. Goes above and beyond basic requirements to support CE team and others; tackles hard debugging, incident response, and reverse-engineering tasks; regularly interviews candidates in a variety of Engineering/Customer Success roles.

Customer Success

Handles many VIP customer direct communications and custom data analysis work; displays excellent judgement in making decisions and commitments to customers on behalf of the CE team. Communicates effectively with Engineering, Support, TAM, Account Management. Participates on and can lead cross-organizational teams to address critical customer issues. Helps to identify key gaps in product offerings and functionality that will drive significant revenue and customer excitement; can take lead on non-trivial projects to address those needs.