Job description:

About Us:
The Shell Digital team support the global business creating digital experiences for B2C & B2B customers. Within the digital team we have created a suite of services which we expose internally and externally. Through APIs we are exposing these services to partners and we are looking to drive the API program to a wider audience accelerating our growth. This role will be critical to the success of the program in the future, driving innovation with our partners.
 
You will sit between the API support team, Product and Engineering. Working directly with customers to understand the problems they are trying to solve through Shell APIs, you will manage integration, solution development for partners. This is a role that is more than just writing code, (although that is a preferred skillset) you must be able to connect and communicate well, understand how the customer wants to use Shell APIs and enable them to gain value. 

You’ll be one of the first hires in this role, so it comes with a tremendous level of ownership. This role exists to ensure our customers are setup for success from Day 1, and can onboard as quickly and smoothly as possible. 
As a Customer Success Engineer, you will be responsible for the technical parts of the processes for the implementation of Customer Success and will be the primary contact in addressing any technical issues at any state of the customers journey.

 

Responsibilities:

• Optimize the experience of the customer through enhancing the documentation & processes. Helping to build and maintain a library of support and onboarding documentation.

• Writing code to develop the product, creating tools that could enable the product and Customer support teams to do their jobs more efficiently (e.g. increase speed of debugging).

• Become an expert in our API products.

• Responsible for the technical implementation of a solution for a partner.

• Build a strong relationship with customers enabling them realize value as fast as possible.

• Engage with customers and fellow Shell Teams to solve critical, complex issues related to Shell API products in a timely manner.

• Be the technical advisor to partners who are using our services to achieve their business goals. Identifying any future opportunities that could lead to mutual value.

• Coach and upskill the API support team.

• Share your customer expertise with our Product & Engineering teams to drive product improvements & contribute to the product roadmap.

Dimensions :

• The Retail business has ~45k sites across the world, spanning more than 80 markets.  It serves 30m customers every single day and provides an enviable footprint from which to serve both B2C and B2B customers.

Requirements:

What are we looking for:

• Extensive experience in programming such as Java, Python, SQL.

• Strong technical background, outstanding problem-solving skills, experience debugging APIs.

• Able to identify problems between partner and us, resolve them, document them & work with Product/Engineering on how to avoid them in the future.

• Someone who is able to embrace ambiguity & still produce results.

• Excellent written and verbal communication skills are a must.

• Able to track to manage multiple Partners a various stages of onboarding, communicating to stakeholders.

• Someone proactive who is able to drive partners to seeing value as quickly as possible.

• Ability to learn quickly, thrive on change and handle the pressure of a customer and partner facing role.

Experience: 

• A degree in Engineering, Computer Science or equivalent work experience.

• Integrating APIs to external services, building web applications, API development.

• Experience in B2B development & payments solutions is preferred.

• Industry experience of using best practices to be able to develop future proof onboarding processes. 

• Experience working with remote teams internally and externally.

• Experience using tools like: Postman (must), Swagger, Apigee and Mulesoft are preferred but not essential.

Number of Vacancies:

• Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
• Unique opportunity to fulfill your potential with personal and professional development programs
• Work in a smart and motivated team within a supportive and inclusive culture with strong values
• Attractive salary and bonuses
• Complex medical care and individual life insurance
• Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
• Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
• Opportunity to participate in social and community projects