We believe that we are better together, and at Tripadvisor we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique perspective and experiences, so we can collectively revolutionize travel and together find the good out there.

The Site Operations team at Tripadvisor is responsible for maintaining and enhancing the core systems that power and support the tripadvisor.com website. This includes systems in both private data centers and over a hundred accounts in AWS. Our scope of responsibilities is vast and would take an entire page to list here. Suffice it to say that we are the go-to team for questions about the interface boundaries that lie between these two halves of the company, as well as the deep inner workings of the legacy half. Data at Tripadvisor is hugely important, and as a result, we have over 600 on-premise logical databases running on over 100 database hosts serving petabytes of data. As a Lead DBA/Principal Software Engineer on the SiteOps team, you will be a force multiplier for our engineering & operations teams, delivering tooling & infrastructure that not only has a direct impact on day-to-day operations but also helps contribute to the future evolution of Infrastructure & Engineering here at Tripadvisor. You'll be part of a dynamic team responsible for ensuring the high availability, reliability, and scalability of our data maintenance and delivery.

We are looking for passionate engineers with deep experience in Postgres, as well as AWS DMS, RDS, and Aurora, to help us optimize and automate our infrastructure and deployment processes around our databases. We are currently involved in several types of systems migrations, within both the scope of on-prem to AWS/cloud-native migrations, as well as on-prem data centers to alternate AWS-based data center migrations. As a Lead DBA/Principal Software Engineer, you will be involved in designing and implementing how we perform those migrations, testing those migrations, and then performing them with a “no surprises in production” mindset. In addition, you will have a major role in evolving the infrastructure as code and configuration management we use to both keep the lights on for our existing on-prem databases and transition them into the cloud. This is a business-facing role, and as such, significant leadership and communication experience is required.

What you'll do:

• Infrastructure Automation: Design, implement, and maintain automated infrastructure provisioning and configuration management using Python, Ansible, and Typescript CDK to ensure consistency and scalability.

• Strong programming skills in these areas is a must have.

• Monitoring and Alerting: Set up monitoring and logging systems to proactively detect and address potential issues, ensuring optimal performance and reliability, in environments like on-prem Prometheus/Thanos, as well as Grafana Cloud and Loki.

• Database Management: Manage hundreds of on-prem PostgreSQL databases, including performance tuning, backups, disaster recovery strategies, and their active/passive counterparts in AWS.

• Collaboration: Work closely with cross-functional teams, including developers, system administrators, and technical managers, to improve the overall development and deployment processes, and keep everyone in sync as to deliverables and timelines.

• Troubleshooting and Incident Management: Assist in identifying and resolving operational issues and participate in on-call rotations.

Skills & Experience:

• At least 10 years of expertise in database operations with a focus on building and maintaining scalable infrastructures around data.

• At least 5 years of working directly with Postgres at a Senior level

• At least 5 years of experience in leadership and communicating with the business.

• Strong problem-solving skills and the ability to work in a fast-paced, agile environment.

• Strong proficiency in Python for scripting and automation tasks and with CDK for AWS deployments.

• Solid understanding of AWS-based data management technologies.

• Experience in configuration management using Ansible.

• Experience with infrastructure as code using CDK.

• Understanding of CI/CD tools like Jenkins, GitLab CI, and GitHub Actions.

• Understanding of networking concepts such as load balancing and DNS is also a plus.

• Knowledge of containerization technologies like Docker and container orchestration tools such as Kubernetes is a plus.

• Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience).

If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to AccessibleRecruiting@Tripadvisor.com and let us know the nature of your request. Please include the job requisition number in your message.

#LI-GW1

About the Data Science Team

The Data Science team empowers Thumbtack to use data to guide business decisions. We collaborate with partners across the company to solve the most analytically challenging problems -- everything from how we set prices across hundreds of local services categories to evaluating the impact of a new business model on company performance. This role specifically sits on the Operations Data Science team, which provides insights for Thumbtack’s Commercial Strategy, Partnerships/Business Development, Sales, Support Operations, and Trust and Safety teams. We are a tight-knit, intellectually curious team that is committed to improving Thumbtack and improving each other.

About the Role

As a Senior Data Scientist, you’ll partner with product and operations leaders in shaping the strategy for the Commercial Strategy team. This team plays a major role in shaping the strategy of our business and specifically works with Refunds, Incentives, Category Management, Partnerships, Communications/PR and Commercial Strategy. In this role, you will measure and test the impact of new projects and ventures, set up and track KPIs for the team as growth continues to accelerate at a fast pace, and proactively strategize on where the team should focus. You will be involved in building many new processes from 0 to 1 and owning all data related tasks.

Data Scientists also collaborate with partners in Data Engineering, Marketing, Internal Tools and Product teams on broader efforts where product and operations overlap. You will be expected to quickly build technical and content expertise about our platform. You will be involved in scoping, prioritization and execution of tasks related to new company initiatives and programs while also gathering, organizing and presenting insights, trends and predictions to partners and stakeholders.

Responsibilities

• Partner with leaders of Thumbtack’s Commercial Strategy team to conduct in-depth quantitative analyses that guide strategic decisions
• Design and implement A/B tests, Market Based tests, and other experiments to measure impact of projects and new features.
• Make recommendations based on detailed analysis and a deep understanding of our business
• Build and maintain reports, models, metrics, and visualizations which provide insight into users’ experiences and business performance
• Maintain SQL queries and Looker/Tableau dashboards that underpin analysis and reporting infrastructure
• Identify key drivers of core business outcomes through regression analyses and other statistical techniques
• Contribute to our team and company data culture through peer collaboration, training, coaching and more

What you'll need 

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

• BA/BS degree, preferably in Economics, Statistics, Math, or Computer Science
• 3+ years in analytics, data science, or economics 
• Passion for using data to drive business impact in an operational environment, including running A/B experiments and applying causal analysis techniques to business process data
• Strong written and verbal communication skills: this role will require writing content and explaining results to internal and external audiences 
• Strong experience using SQL to query large datasets, proficiency with data visualization software (e.g., Tableau, Looker), and familiarity with statistics/programming languages (e.g., R, Python)
• Ability to detect and debug data anomalies in complex operational processes and a track record of working with business leaders to drive improvements and efficiencies
• Demonstrated ability to self-motivate and drive projects independently as well as partner successfully with cross-functional teams

Bonus points if you have 

• Master’s degree in Applied Economics, Statistics, Data Science or related fields
• Familiarity with data science and processes of operational business lanes such as Business Development, Sales, Support or Business Operations
• Working knowledge of Looker and LookML. You know how to use it effectively and have deep enough knowledge to grow the team by training others.

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines.* Learn more about our virtual-first working model here.

About the team

Angi is seeking an exceptional Senior Data Scientist who can enable our transformation into a world-class online marketplace. The role is in our Data Science & Machine Learning team, tackling challenges such as Service Professional retention and lifetime value modeling, sales prospect scoring, and using predictive models to optimize our product and Service Professional experience. In addition to developing models, we’re also looking for someone who can deploy them at scale to serve our customers.

What you’ll do: 

• Model Development & Data Strategy: Lead development of predictive models and algorithms to improve our Service Professional product and operations. Success in these areas will impact user experience & engagement, retention, and sales conversion rates - critical metrics for business success.
• Model Deployment: Implement robust MLOps practices to ensure the seamless deployment and scalability of predictive models. This includes automating model training, versioning, monitoring, and deployment processes to enable fast, reliable delivery of machine learning solutions into production environments.  
• Model Evaluation: Develop robust design of experiment and statistical frameworks to evaluate and measure the impact of your data science solutions.  
• Collaboration with Cross-Functional Teams: Work closely with a strong team of engineers, product managers, sales directors, and designers to build scalable and high-impact solutions. Collaborate on the end-to-end development process, from ideation to deployment, ensuring that data-driven solutions are seamlessly integrated into our products and services.
• Innovation: Foster innovation within the team, exploring new approaches and techniques to solve complex business problems.
• Mentorship: Guide junior team members and foster a culture of continuous learning and technical excellence. Lead and encourage innovation and knowledge sharing to enhance the team's capabilities in advanced data science techniques from both industry and academia.

Who you are: 

• You have a Master’s or Ph.D. in a quantitative field (e.g., Computer Science, Statistics, Mathematics, or related fields).
• You have 5+ years of experience in data science & machine learning, ideally within the tech industry & marketplace environments. 
• You are an expert in machine learning and statistical model development and have experience designing experiments to evaluate and measure the impact of your models. 
• You have a proven track record of deploying highly impactful machine learning models into production environments.
• You are proficient in SQL and Python and/or R, and have experience with cloud ML solutions.
• You have excellent communication skills with the ability to convey complex technical concepts to non-technical stakeholders.

Compensation & Benefits: 

• The salary band for this position ranges from $150,000 to $220,000, commensurate with experience and performance. Compensation may vary based on factors such as cost of living. 
• This position will be eligible for a competitive year end performance bonus & equity package. 
• Full medical, dental, vision package to fit your needs. 
• Flexible vacation policy; work hard and take time when you need it. 
• Retirement plan with company match (401K) and parental leave benefits.
• The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world. 

#LI-Remote

Overview

About the Role - 

Join Instacart's fast-moving Governance Risk and Compliance (GRC) team as a Senior Staff IT Risk & Compliance Engineer. In this role, you'll work on a range of challenging problems across technology risk domains, impacting Instacart's financial and retailer data integrity reporting requirements. 

This role will lead our second line of defense efforts primarily in IT SOX controls, you will enhance accuracy and reliability in reporting, supporting our mission to serve customers, partners, and stakeholders with transparency and excellence. This role exemplifies our values of "Go Far Together" and "Roll Up Your Sleeves," as you work cross-functionally to design systems that empower everyone to succeed. This role is unique in that it will drive long term efficiency and efficacy by designing and advocating for solutions within our in house built platform powering Instacart experiences and business systems.   

About the Team - 

The GRC team designs, consults, advises and advocates for risk reduction as Instacart’s second line of defense technology risk function.  We drive risk measurement, compliance certifications through collaboration with risk owners and audit assessments.  We have a comprehensive mandate for technology related risk across financial transaction and reporting systems, Information Security, Privacy and the Governance supporting these domains.

The IT SOX program is supported by control owners across our Product, Infrastructure, Security, IT, Financial Systems and People Tech teams.  We work closely with Internal Audit to evaluate controls and effectively operate our external audit programs.  

Within the GRC team we have team members focused on Data Integrity to support financial statements and leverage the tools we build to support additional customer focused Data Integrity mandates.  The team sits under our CISO organization where we maintain close collaboration with Security Engineering.  

About the Job 

• Deeply understand our business to identify emerging business risks, embed compliance processes early, create consistency in our controls approach and re-use system primitives built to help us reduce risk. Communicate effectively with your key partners at the VP, Sr. Director, and Director levels. 
• Champion effective production system design and remediation through scalable system designs that create efficient and effective control environments across a complex home grown marketplace and advertising systems.  
• Develop a cohesive view of Financial Reporting risk with first and third line of defense functions including risk analysis, controls monitoring, improved tooling and high quality reporting for various stakeholder points of view.  
• Drive a comprehensive IT SOX compliance program including planning, scoping, training, documenting processes,  gap analysis and build of process enhancements to mitigate risks and meet compliance requirements.
• Collaborate with internal and external audit teams to drive an efficient audit process with well coordinated test evidence collection across compliance mandates, communication and reporting.
• Drive GRC team strategy with teammates focused on data related risks to prioritize and sequence activities for effective risk reduction.  
• Expand our Data Integrity primitives to our Business to Business reporting risks within our advertising and marketplace products for frameworks like MRC and SOC.

About You

Minimum Qualifications

• BA/BS Degree in Computer Science, Engineering, Management Information Systems, or related technical discipline, or equivalent practical experience
• 12+ years of professional experience in Compliance Engineering, Big 4 Consulting/Auditing, GRC, Financial Systems, and/or in SOX technology industry experience
• 8+ years of experience with technology compliance in custom homegrown technology industry systems across domains such as IT Automated Controls, Access Management, Configuration Management, Change Management, Ads revenue, Information Security, etc.
• Ability to build compliance automation solutions, automated testing suites, and monitors using SQL, Python, Ruby and Terraform
• CISA, CISM, CPA, or CA certification
• Excellent communication skills (verbal and written), ability to influence without authority.
• Demonstrated teamwork and collaboration skills, in particular in leading across multiple business or product lines

Preferred Qualifications

• Experience building and implementing data reconciliation solutions for data pipelines and within datamarts (e.g., Snowflake, Databricks) for high transaction volume businesses
• Experience with SOX / internal metrics systems especially engineering / in-house systems, system flow related to internal metrics or revenue systems
• Experience with AWS and GCP environments
• Experience with CI/CD development tooling and systems

AsDatabase Administrator, you’ll be supporting a high-visibility, mission critical customer!  We want you to come join our team and be a game changer with MetroStar.

We know that you can’t have great technology services without amazing people. At MetroStar, we are obsessedwithour people and have led a two-decade legacy of building the best and brightest teams. Because we know our future relies on our deep understanding and relentless focus on our people, we live by our mission: A passion for our people. Value for our customers.

If you think you can see yourself delivering our mission and pursuing our goals with us, then check out the job description below!

What you’ll do:

• Provide daily interface with and communications support for a VIP Federal customer
• Work with a highly qualified technical team
• Develop new applications and maintain legacy apps

What you’ll need to succeed:

• You have an active TS/SCI eligible clearance and Security + certification
• You have a BA/BS in Computer Science, Information Systems, Engineering, Business, or Mathematics.
• You have at least six to eight (6-8) years in database administration and management
• Use SQL tools to monitor daily database activity and health
• Experience creating complex SQL Queries, Stored Procedures, Views, Cursors and User Defined Functions to implement business logic
• Experience providing primary support to various business critical SQL Server applications
• Knowledge of migrating, backing up, and restoring databases in place or to new environments.
• Familiarity with other relational database systems such as PostgreSQL, MySQL, etc.
• Experience overseeing the installation, configuration, and maintenance of PostgreSQL databases in Kubernetes and Linux environment.
• Experience with containerization technologies (Kubernetes, Docker) and cloud services (Azure, AWS)
• CI & CD development experience with technologies like Gitlab, Bash or Jenkins
• Proficiency in SQL and experience with PL/pgSQL or similar procedural language
• Experience with Linux/Unix and scripting languages such as Bash, Python, Json.
• Able to support and troubleshoot RDBMS platforms on Linux, Kubernetes and Windows environment.

Like we said, we arebig fans of our people. That’s why we offer a generous benefits package, professional growth, and valuable time to recharge. Learn more about our company culture code and benefits. Plus, check out our accolades.

Don’t meet every single requirement? 

Studies have shown that women, people of color and the LGBTQ+ community are less likely to apply to jobs unless they meet every single qualification.  At MetroStar we are dedicated to building a diverse, inclusive, and authentic culture, so, if you’re excited about this role, but your previous experience doesn’t align perfectly with every qualification in the job description, we encourage you to go ahead and apply.  We pride ourselves on making great matches, and you may be the perfect match for this role or another one we have. Best of luck! – The MetroStar People & Culture Team

What we want you to know:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

MetroStar Systems is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of MetroStar Systems.

Not ready to apply now?

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????London, Cardiff or Remote (UK)  | ???? £70,000 to £90,000 + Options +  Benefits

Our team:

Our Borrowing business is growing rapidly across both existing products and the planned launch of new initiatives. We aim to create a genuine feel-good factor when it comes to personal credit, and are looking for driven, analytical and creative individuals to help us achieve this goal.

With your experience of developing unsecured retail credit risk strategies and building best in class credit capabilities, you'll help drive the success of Monzo's borrowing propositions. You will be responsible for developing our credit and pricing strategies for one of our unsecured lending products (Flex, personal loans or overdrafts).  You will work with colleagues across teams to make sure we are building profitable lending portfolios and amazing products for our customers.

Your day-to-day:

• Leading initiatives to improve our credit underwriting, boost growth and/or manage portfolio risk.
• Supporting the design and roll-out of new lending strategies by finding patterns in the data and translating these into insights.
• Monitoring the performance of our existing strategies, and iterating to improve them.
• Collaborating with people from engineering, marketing, product, risk and control to design and deliver product changes.
• Developing our credit control and portfolio management frameworks to support our growing portfolios.
• Developing, maintaining and refining our credit models to assess net present value of new lending cohorts to drive strategic business decisions.
• Building, maintaining and owning the database tables and dashboards that provide insights and promote rapid, data-driven decisions.
• Supporting the design and roll-out of new products and customer journeys.
• Assessing how the lending portfolio of particular products will perform over time.
• Mentoring and up-skilling more junior members of the team.

You should apply if:

• You have extensive experience in unsecured retail lending (e.g. personal loans, credit cards, overdrafts, buy now pay later etc.).
• You have a deep understanding of how the unsecured retail lending market works including the impact of pricing dynamics on portfolio performance.
• You have a deep understanding of lending economics and have experience developing and deploying underwriting strategies and credit models.
• You have strong analytical and data capabilities, backed up by technical coding skills. SQL is a must-have, Python and Looker experience is a plus..
• You have a strong understanding of the regulations that apply to lending in the UK.
• You thrive in a fast-paced environment and are keen for the chance to improve our products and help ship changes to our customers
• You are a strong communicator, able to cut through complex problems and articulate decision points, particularly to senior leadership.
• You have experience in project management and coordination across teams.
• You work well collaborating in a team with diverse skill-sets and personality types.
• You are highly motivated and energised by the idea of bringing positive impact to our customers and Monzo.

The interview process:

Our interview process involves 4 main stages:

1. Recruiter call
2. Initial call
3. Take home task
4. Final stage (x3 interviews) consisting of a case study, role specific interview and values interview

Our average process takes around 3-4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on tech-hiring@monzo.com.

What’s in it for you:

???? £70,000 to £90,000 + stock options + benefits

✈️ We can help you relocate to the UK

✅ We can sponsor visas

????This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London).

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

???? Learning budget of £1,000 a year for books, training courses and conferences

➕ And much more, see our full list of benefits here

#LI-SL1  #LI-Remote

THE COMPANY: 

 Juul Labs's mission is to transition the world’s billion adult smokers away from combustible cigarettes, eliminate their use, and combat underage usage of our products. We have the opportunity to address one of the world’s most intractable challenges through a commitment to exceptional quality, research, design, and innovation. Backed by leading technology investors, we are committed to the same excellence when it comes to hiring great talent. 

 We are a diverse team that is united by this common purpose and we are hiring the world’s best engineers, scientists, designers, product managers, operations experts, and customer service and business professionals. If the opportunity to build your career is compelling, read on for more details. 

ROLE AND RESPONSIBILITIES:  

The company islooking for aSeniorManagerto providestructure,directionand overallgovernanceto our End User Services team, which encompasses: 

• global service desk,
• audio-visualsupport 
• end user computing services. 

The Senior Manager of End User Services has ultimate accountability for helping our end users perform their functions at optimal levels by providing them with comprehensive support from end to end, providing top notch computing equipment, and providing world class global audio video and teleconferencing solutions. This Senior Manager will manage the company’s End User Services team for continuous improvement, ensuring relevance of the services offered and evolving the delivery model to match industry trends and technology advancements, aiming to achieve the highest levels of user satisfaction for the Company’s internal user base.  

The Senior Manager will take ownership and responsibility over an existing team of support engineers, contractors and service partners to complete tasks in connection to:

• 24x7 Global Service Desk provisioning
• Provide executive and onsite (in office) user support
• Complete advanced troubleshooting of IT issues and resolve to meet service level agreements
• Provide first and second level support for a portfolio of standard corporate applications and productivity tools.
• Manage all audio and video equipment at the company’s offices
• Support the company’s audio and video conferencing solutions
• Provide support and break/fix services for end user computing
• Manage new user onboarding process and execute on offboarding processes
• Manage end user device policies, patch and security deployments
• Build, maintain and deprecate laptop, desktop, mobile devices and virtual desktop images.  

The Senior Manager shall participate in global technology strategy planning activities bringing current knowledge and future vision of best practices, improvement and service transformations, providing leadership and support to other corporate functions within the Company, and across the broader corporate community.The Senior Manager will be challenged to think strategically about service evolution and improvement while taking tactical ownership of service performance and reliability. The Senior Manager must be a strong hands-on technical expert with the ability to speak to stakeholders in business and value terms, without compromising on delivery. Additionally, the Senior Manager will coach, mentor and provide people and career management to the teams appointed to their function. 

Reporting to the Senior Director of Global Technology Services, this role will assume an existing team of employees, subcontractors and will own the operational relationship with partner vendor teams to complete their role functions.  

KEY RESPONSIBILITIES: 

• Establish a robust governance framework across all functions within their scope of influence, that will ensure consistency, predictability, efficiency and quality for all functions
• Develops overall roadmap for the continual evolution and improvement of the functions within their scope of influence, in alignment with corporate IT initiatives and need
• Develops delivery approach and articulates operational direction and priorities for all functions within their scope of influence
• Develops and manages executive communications both internally and client facing
• Accountable for budgeting and financial management of their assigned functions
• Engages with peers, stakeholders, partners, and reporting teams, gaining trust and influence through effective communication, active listening, and the capability to work effectively in a unique culture and matrix-oriented environment
• Leverage relationships with other corporate functions to identify needs and develops solution options and services to meet those needs
• Develops and implements a series of Key Performance Indicators and Service Level Agreements relevant to the functions within their scope of influence; adjusts KPI targets with other corporate teams
• Leverage relationships with vendors, and external advisory groups, to define the strategic direction and effectively deliver major initiatives
• Responsible of providing people and career management to the teams appointed to their function
• Responsible for managing delivery and vendor relationship with partner vendors contracted to complete tasks within their function. 

EDUCATION: 

• Bachelor’s Degree or equivalent relevant experience (required)
• Area of Study / Degree: IT or Computer Engineer preferred 

PERSONAL AND PROFESSIONAL QUALIFICATIONS:

• 15+ years of progressive experience in technical service delivery and program management
• 10+ years of experience in the design and implementation of end user services, KPI, SLAs, customer experience indicators and continuous process improvement
• 10+ years of experience managing contact centers, service desk and end user support teams, with focus on quality and customer satisfaction with a sense of urgency
• Experienced in the definition of end user policies, patch and security deployments
• Experienced in the design, deployment and management of a complete end-user computer fleet
• Experienced in ITIL concepts for incident, problem and change management
• Expert in leveraging ServiceNow for service management, automation and service optimization
• An expert level understanding of end user service delivery, continuous improvement and end user satisfaction optimization is essential
• An expert level knowledge of call center and end user support processes, policies, procedures and best practices service
• Exemplary problem solving abilities with a very strong technical acumen on  
  • Windows, Mac and iOS operating systems,  
  • virtualized environments,  
  • Active Directory and domain services platforms
  • patch and mobile device management platforms
  • backup and recovery tools
• Exemplary ability to implement ad-hoc solutions and leverage tools for complex problem resolution
• Exceptional experience in MDM tools: Intune and JamfPro.
• Exceptional experience and ability for Scripting using Python, shell and bash scripts
• Ability to work in a team environment and motivate others
• Ability to influence and manage change effectively
• Exceptional written communication skills 

JUUL LABS PERKS & BENEFITS: 

• A place to grow your career. We’ll help you set big goals - and exceed them
• People. Work with talented, committed and supportive teammates
• Equity and performance bonuses. Every employee is a stakeholder in our success
• Cell phone subsidy, commuter benefits and discounts on JUUL products
• Excellent medical, dental and vision benefits 

Juul Labs is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive work environment for all employees and job applicants, without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Juul Labs also complies with applicable employment eligibility verification requirements. All applicants must have the authorization to work for Juul Labs in the country of employment.  

Product Success Engineer

Who We Are 

Cobalt was founded on the belief of a fundamental human aspiration: the desire to live better and safer. It all started in 2013, when our founders realized that pentesting can be better. Today our diverse, fully remote team is committed to helping organizations of all sizes with seamless, effective and collaborative Offensive Security Testing that empower organizations to OPERATE FEARLESSLY and INNOVATE SECURELY.

Our customers can start a pentest in as little as 24 hours and integrate with advanced development cycles thanks to the powerful combination of our SaaS platform coupled with an exclusive community of testers known as the Cobalt Core. Accepting just 5% of applicants, the Cobalt Core boasts over 400 closely vetted and highly skilled testers who jointly conduct thousands of tests each year and are at the forefront of identifying and helping remediate risk across a dynamically changing attack surface.

Cobalt is an Equal Opportunity Employer and we strive to build a diverse and inclusive workforce at our company. At Cobalt we aspire to engage with diverse individuals, communities, and organizations in order to continue to nurture our unique rich diverse culture. Join our team, and be your true self to do your best work. 

Description

As a Product Success Engineer at Cobalt, you will shape and scale our support processes, documentation, tools and workflows. Part of your time will be dedicated to directly supporting our customers and staff by triaging inquiries from various channels, providing Level 1 support (via chat, email, or video calls) for common inquiries or facilitating and tracking escalation flows. The rest you’ll focus on enhancing our support efficiency and effectiveness by continually improving self-service channels, such as our customer-facing and internal product documentation, tuning AI/LLM systems to provide quality and reliable guidance, and collaborating with business and product teams on platform or operational improvements to address common support issues. 

Our ideal candidate is passionate about customer support, excels in problem-solving, and brings a proactive mindset, always seeking ways to optimize or automate processes to get customers the answers they need faster while enabling our teams to focus on new and bigger challenges. 

This role will work remotely, but must be located in the US Eastern timezone, available from 8am to 5pm ET. 

What You'll Do

• Support Excellence: Triage customer and internal support inquiries, directly providing Level 1 support or escalating to appropriate teams, and tracking cases to ensure quick and effective resolution. Common issues you’ll support with may include:

1. Consulting customers on how to best utilize, customize and implement Cobalt’s integration and API solutions
2. Helping users optimize their configuration of our automated security tools to maximize coverage and efficacy for their applications
3. Assisting customers with connecting their identify management systems, configuring access controls, or troubleshooting login issues 
4. Facilitating operational workflows and coordinating internal approvals 

• Support Process & Tooling: Design, operationalize, and maintain scalable support processes and tooling for case management, escalations, tracking and reporting.  
• Knowledge Management: Maintain our product documentation, ensuring our documentation follows best practices, and continually updating content with troubleshooting guides and self-service materials that enable customers and staff to get answers when they need them and limiting support touchpoints. 
• In-App Help Desk: Collaborate closely with Software Engineers to integrate a help desk solution, including an AI-driven chat support bot, into our platform and data reporting systems.  
• Change Management:  Partner with the Product team to prepare announcements, documentation, FAQs and release notes for new product launches, and continually update internal materials to enable sales and customer success teams to effectively support the product. 
• Cross-Functional Collaboration: Work with various teams to understand support needs, and share insights and solutions to common customer/internal challenges to inform product improvements and innovation.
• Inform Product Improvements:  Consolidate insights and feedback on customer pain points to help inform product improvements and roadmap. 

You Have

• Proven Expertise: Minimum of 3 years of technical product support experience. 
• Technical Writing: Expertise with technical writing, able to communicate complex and technical concepts in simple ways, in the form of product documentation, in-app content, how-to guides, diagrams, playbooks and other supporting materials. 
• Ticketing Tools:  Proficiency with configuring, integrating and operating support and development ticketing systems such as Jira, Github, and Zendesk.
• Problem Solving: Excellent problem-solving skills, with the ability to interpret data and derive actionable insights.
• Stakeholder Management:Excellent verbal and written communication skills, enabling effective collaboration in a remote setting, and the ability to build relationships across functions.
• Entrepreneurial Mindset: Eagerness to learn new technologies and approaches, with a proactive mindset and willingness to contribute ideas.

Nice to have

• DevSecOps Proficiency:  Fluency with development, security and reporting tools, such as Google BigQuery, Looker Studio, ServiceNow, Github, PowerBI, etc. 
• Workflow Automation: Experience with low-code/no-code automation tools, such as Workato and Zapier.
• Programming: Familiarity with coding frameworks, such as Python, Javascript, SQL. Understanding of how REST APIs work, and how to interact with an API using a tool like Postman. 
• AI and ML Knowledge:  Understanding of Machine Learning and Generative AI. 

Why You Should Join Us

• Grow in a passionate, rapidly expanding industry operating at the forefront of the Pentesting industry 
• Work directly with experienced senior leaders with ongoing mentorship opportunities
• Earn competitive compensation and an attractive equity plan
• Save for the future with a 401(k) program (US) or pension (EU) 
• Benefit from medical, dental, vision and life insurance (US) or statutory healthcare (EU)
• Leverage stipends for:
• Wellness
• Work-from-home equipment & wifi
• Learning & development
• Make the most of our flexible, generous paid time off and paid parental leave 

Pay Range Disclosure(For US openings only)

Cobalt is committed to fair and equitable compensation practices. The salary range for this role is ($96,800- $121,000) per year + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications.  The salary range may differ in other states and may be impacted by proximity to major metropolitan cities. 

Cobalt (the "Company") is an equal opportunity employer, and we want the best available persons for every job. The Company makes employment decisions only based on merit. It is the Company's policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws and providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Cobalt is an E-Verify employer. E-Verify is an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA). It allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States.