Technical Customer Success Representative - UK or EU

PureWeb Reality™ is on a mission to enable any immersive, interactive experience, on any device, anywhere in the world, instantly.  Today, our global-scale platform enables Unreal Engine and Unity creators to deliver their rich interactive experiences from product configurators, architecture and real estate experiences, digital events, and much more.

We’re looking for a Technical Customer Success Representative, based in the the UK or EU, who will engage with our customers in that region to understand various issues, solve problems, and contribute to the growth of the PureWeb Reality™ platform.

Ultimately, your priority will be to help ensure our customers have a low-friction experience using our platform and help maintain PureWeb’s reputation as a customer-first organization with an unparalleled product experience.

Responsibilities

• Introducing relevant and essential information to new or existing customers
• Investigating and resolving customer queries and technical issues promptly
• Understanding users’ goals and challenges as well as recommending solutions
• Learning and maintaining a vast knowledge base for the Reality platform
• Communicating clearly and earning the trust of both your teammates and customers

Technical Customer Success Representatives address questions, comments and issues related to our platform in a friendly and professional manner. This will frequently involve providing technical assistance and guidance to our customers. Your goal is to provide a positive experience to our customers and enhance our relationships with them.

Qualifications

To qualify for this role, you must meet these requirements:

• Education: A post-secondary degree or certification in Computer Science, Software Engineering or similar field, or equivalent work experience
• Characteristics: Our team has high autonomy, so you should have a strong desire to learn and solve technical problems. We handle new and complex problems every day. You’ll need to learn quickly and ask a lot of questions.
• Skills: A good Technical Customer Success Representative has strong communication skills, a proactive attitude, and a willingness to help others find solutions to problems. Calm, clear, and respectful communication with our customers and team members is a must.

You’ll also have experience with:

• Game Engines: Unreal Engine or Unity
• Web App Development: ReactJS / JavaScript
• Cloud Computing: Amazon Web Services or other cloud service providers.
• Other: UI/UX design, networks, security, databases, or software architecture experience would also be an asset.

What You’ll Get

We want the best talent to grow our team, so we offer a competitive package.

Salary: This is a mid-level role with competitive salary based on experience, skills and fit.

Paid Leave: Annual paid vacation starting at 4 weeks (20 days), with possible additional allowance based on relevant industry experience. 5 flex days per year and 6 days per year sick leave.

BYOD Signing Bonus: To get you equipped with the right tools for the job, you will receive a signing bonus to buy your work computer, which is yours to keep. Already have a suitable computer? Use it to improve your home office setup instead.

Wellness: We provide a Benefits allowance for extended healthcare.

Application Process

1. Send us an application package through to customersuccess@pureweb.com. Include (1) your resume, and (2) a cover letter. Include the job title in the subject line.
2. [30 min] Should you be invited to interview, a screening interview will be scheduled over video call with a couple of team members, including the hiring manager.
3. [60 min] Should you progress to the next step, a technical interview over video call will be scheduled with a few team members. Your interview will have 3 parts:
   • Introductions. Meet the team interviewing you and tell us about yourself.
   • A mixture of soft skill and technical questions.
   • You interview us! Ask us anything you want to know about working for PureWeb.

Location

• This is a remote position for candidates in the UK or EU; core working hours would be 8AM to 5PM, Monday to Friday in your local time zone. However, due to the global nature of both our team and our business, some flexibility will be necessary.