Software Engineer, Customer Centered Engineering

Clari’s Revenue platform gives forecasting accuracy and visibility from the sales rep to the board room on revenue performance - helping them spot revenue leak to answer if they will meet, beat, or miss their sales goals. With insights like this, no wonder leading companies worldwide, including Okta, Adobe, Workday, and Zoom use Clari to drive revenue accuracy and precision. We never get tired of our customers singing our praises because it fuels us to help them continue to achieve remarkable. The next generation of revenue excellence is here…are you ready to achieve remarkable with us?

About the Team

The Engineering Team at Clari is deeply committed to building an enterprise-grade platform that serves as the backbone for our customer's most critical business process - Revenue. With an unrelenting commitment to innovation, our mission is to craft the ultimate revenue intelligence platform for our customers. Rooted in Agile principles, we foster a culture of adaptability and efficiency across all our teams. If you're energized by the prospect of contributing to a dynamic environment that emphasizes collaboration, continuous improvement, and leveraging the forefront of technology to address customer needs, we would love to meet you.

The Customer-Centric Engineering team is the front-line engineering team that is the bridge between the Customer Support and Product Engineering teams.  Composed of self-motivated individuals who love debugging and solving problems. We triage escalated customer issues to either solve them or redirect them to the appropriate product teams. We do a little of everything, from enriching our technical support documentation to crawling through logs to find root causes to building tooling.

About the Role

As an Enterprise SAAS company, Clari has many large enterprise customers.  Customer satisfaction is first and foremost on our minds. You will be responsible for resolving customer-escalated issues either by coding a solution or filling in the gaps where necessary.  You will never get bored because once you completely master one product, we will ask you to go master another. 

Engineers are empowered to solve technical problems while suggesting and implementing solutions that will prevent the same problem from repeating. We are the paramedics of the engineering world. We stabilize customer escalation, and if our tickets need some extra care, we send them off to get in-depth care from the product engineering teams. Writing good documentation is part of the team's philosophy. We measure ourselves by the number of times we point people in the right direction.

• Delve deeply into our products' functionalities, becoming an expert capable of navigating and resolving complex customer issues with proficiency
• Manage high-priority customer cases and escalations effectively
• Triage customers escalated bugs to the appropriate engineering teams
• Craft and implement workarounds or patches to address customer-reported bugs
• Analyze code, logs, and utilize advanced troubleshooting skills to provide detailed reproduction steps and debugging results using tools like SumoLogic, Datadog and New Relic
• Contribute to our product knowledge base by documenting troubleshooting processes and solutions, aiding both customers and peers
• Recognize recurring issue patterns and advocate for permanent solutions
• Work with AWS & Heroku cloud-based infrastructure
• Flexibility to work offset hours to support a global customer base
• Mentor engineers on best practices

• 2+ years in Software Engineering
• Expertise in Ruby on Rails, Java; adept in SQL, SOQL, and Apex, with a good understanding of various scripting languages (React, TypeScript, Tailwind CSS, and FluentUI)
• Stellar communication skills
• Strong analytical skills
• An intrinsic drive complemented by the capability to thrive both independently and within a team setting

• Team-bonding activities and company-wide events
• Flexible working hours and remote opportunities
• Annual Well-being and Professional Development Stipends
• Private Healthcare
• PensionPaid maternity and paternity leave
• Stock options
• It is Clari’s intent to pay all Clarians competitive wages and salaries that are motivational, fair, and equitable. The goal of Clari’s compensation program is to be transparent, attract potential employees, meet the needs of all current employees and encourage employees to stay and grow at Clari.
• Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to specific work location, skill set, depth of experience, education and certifications.
• The salary range for this position is $97,500 to $146,300 CAD. The compensation package for this position also includes stock options and company-paid benefits, including well-being and professional development stipends.

#BI-Remote #LI-Remote

You’ll often hear our CEO talk about being remarkable. To Clari, remarkable means many things. We believe in providing interesting and meaningful work in a supportive and inclusive environment - free from discrimination for everyone without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. 

Clari focuses on culture add, not culture fit, and believe we are made stronger by what makes you unique. If you are passionate about learning and excited about what we are doing, then we want to hear from you!