Customer Success Engineer Trainee

  • Part-time

Company Description

At Cerby, we believe there is a better way for enterprises and consumers alike to use cloud applications and to share access with others securely. Our approach to achieving this goal is automating tasks to remove the need for users to manage passwords or handle forms of MFA.

In the ROC (Robotics Operations Center), we monitor, analyze, and maintain Cerby’s RPA (Robotic Processing Automation) system and programmed flows.

This is a remote position based in Guadalajara, Mexico

Job Description

What you will do:

  • Build, support, and maintain reliable and robust Cerby RPA flows.

  • Monitor, detect, and resolve incidents with automation workflows.

  • Proactively communicate with customers to avoid downtime or delays in securely accessing their accounts.

  • Reactive communication with customers to troubleshoot and resolve issues.

  • Work with Cerby’s engineering team and collaborate with them to prioritize new RPA system improvements and resolve customer-facing incidents.

  • Analyze user activity and feedback to guide the implementation of new automations and improvements.

  • Write, improve & maintain knowledge base articles for internal and public documentation.

Qualifications

What we are looking for:

  • Excellent verbal and written communication skills in English and Spanish.

  • Experience with JavaScript (TypeScript is a plus) coding, testing, and debugging.

  • Exposure to web technologies (HTML/CSS).

  • Experience with basic SQL queries.

  • Ability to collaborate with a distributed team across time zones.

  • Have a good sense of how to build code that others can easily use.

  • Ability to translate complex processes into simple instructions for non-technical users.

  • Schedule flexibility to work outside of business hours.

Nice to have:

  • Prior experience working on customer service or similar customer-facing teams is a plus.

  • Knowledge of the technical architecture of web crawlers - XPath, CSS Selectors, JSON, API

  • Proven ability to debug scripts and elements using the browser’s developer tools.

  • Knowledge of version control systems with branching and merging (GitHub).

  • Experience using Rest APIs (Postman).