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Ketch is an early-stage startup disrupting the data privacy and cybersecurity market with patent-pending technology combining cryptography, differential privacy, and distributed ledgers. The company helps businesses leverage consumer data while adhering to privacy regulations by design.
As a Customer Experience Engineer, you will be the primary technical point of contact for customers encountering issues with Ketch's platform. You'll facilitate end-to-end customer experiences, troubleshoot and resolve critical technical issues, and serve as an advocate for customer needs within the engineering and product teams.
Day-to-day responsibilities include:
- Managing resolution of critical technical issues with prompt problem-solving
- Researching, documenting, and prioritizing customer issues using internal tools and escalation teams
- Providing expert guidance on deploying, scaling, and maintaining applications on the Ketch platform
- Collaborating with engineering and product teams to escalate customer feedback and drive service improvements
- Developing and maintaining technical expertise in assigned product areas
- Creating knowledge base materials to improve operational efficiency and empower the support community
You should have strong expertise in RESTful and SOAP APIs, proficiency in scripting languages (Python, JavaScript, Ruby), and advanced skills in modern web development (HTML5, CSS3, JavaScript, React, Angular, Vue.js). Experience with cross-platform mobile development (React Native, Flutter, Swift, Kotlin) is required. Additional valuable skills include understanding of AI/LLM technologies, third-party service integration, distributed systems, containerization (Docker, Kubernetes), and database technologies (Oracle, MySQL, Postgres, MongoDB). You must be able to work US business hours and have excellent communication and stakeholder management skills.
