Customer Success Engineer (w/m/d) 100%

Luware

  • London
  • Permanent
  • Full-time
  • 13 days ago
Founded in 2010, Luware is a leading SaaS provider specializing in innovative contact center and conversation recording solutions. Our Microsoft-certified solutions are designed to streamline customer interactions. We're committed to innovation and growth, fostering a culture that embraces agile methodologies and flexible work arrangements.We’re growing fast – and we’re hiring!We are seeking for a Customer Success Engineer (CSE) to join our team and share their vast technical expertise as soon as possible.As a Customer Success Engineer, you will be working closely with customers, sales, and other stakeholders to ensure that everyone can leverage the full power of the Luware Nimbus platform.Your work will be critical in supporting our Customer Success teams with your technical knowledge during their daily work and taking ownership of complex challenges.The role is based in our beautiful office in central London – hybrid/remote working is a given.You will have full access to build your own testing environment and be given training from experts in the solutions. We foster an open and flat working culture, where you will have direct access to the Product Management, Operations and other Engineering teams, where we welcome ideas and feedback from all levels of the company to improve our services.Your responsibilities
  • Customer Onboarding: Help new customers to get set up and configure their contact center solutions in Luware Nimbus
  • Technical Assistance: Provide guidance and deliver projects to help customers integrate their custom solutions to bring out the full power of our platform
  • Troubleshoot Complex Issues: Deliver in-depth technical analysis and support for both customers and your colleagues, bridging the gap between non-technical people and our operations and development teams
  • Sharing Knowledge: Conduct customer and partner trainings to help them understand and realize the full potential of Luware Nimbus, but also deliver focused internal sessions to help your colleagues become familiar with new product features and specific technical topics
  • Innovate Solutions: Showcase creative ways to integrate and leverage AI for all sorts of scenarios and deliver value to our customers and optimize our internal processes
  • Documentation: Help our documentation team to provide a meaningful and accurate knowledge base for our customers, as you review and assist with penning new use case articles that demonstrate your technical ingenuity
  • Incident Response: Participate in on-call rotations, coordinate external communications during high-impact incidents, and perform thorough post-mortems to drive learning and system improvements
  • Cross Team Collaboration: Whether you’re talking to your colleagues in customer success, sales, support, documentation, operations, development, or even product management – your technical expertise and input is highly valued by all and becomes key in understanding customers needs and technical requirements
What we are looking for
  • Strong experience with Microsoft Teams (and specifically the Teams Phone System), as well as the Microsoft Azure ecosystem in general
  • Strong technical, analytical and troubleshooting skills
  • Passion for solving problems and creatively finding solutions to customer requests
  • Ability to work independently as well as collaboratively while learning technical concepts rapidly and proactively
  • Ability to prioritize and manage multiple tasks and projects
  • Excellent communication skills to both technical and non-technical stakeholders, any additional language skills - particularly German - are a plus
  • Knowledge of Artificial Intelligence implementation and integration scenarios
  • Experience with the Microsoft Power Platform (primarily Power Automate, but Logic Apps and Power Apps are also a plus)
  • Knowledge of scripting and automation, especially using PowerShell
  • Experience working with and supporting SaaS solutions
  • Experience with other communication platforms and Session Border Controllers (SBCs)
  • Experience participating in incident response and high-severity incident management
  • Certifications like AZ-104 (Azure), MS-700 (Teams), MS-721 (Teams Voice), PL-900 (Power Platform), PL-300 (Power BI)
We offer
  • A challenging and diverse role with high autonomy
  • A motivating and supportive team culture where your ideas matter
  • Excellent opportunities for personal and professional growth
  • Regular team events and the chance to work from another Luware office for up to a month through our exchange program
You can expect a genuinely collegial, international environment and a fresh, dynamic, open corporate culture - let the Luware spirit convince you!Do you feel addressed and are you ready to finally unleash your full potential?Then upload your CV spontaneously for an initial review- we are just a click away!We are very looking forward to getting to know you!We will only consider candidates who apply directly for this position. Applications or inquiries from recruitment agencies will not be processed.Thank you for your understanding.Luware

Luware