Operations Engineer, Customer Success

• Customer focused problem-solving role
• $95k - $115k total package
• SaaS at scale – career opportunity

About SNOOP

We are a cloud-based service helping people have the best possible experience when buying a vehicle. We do this with a combination of web portals, APIs, reporting and analytics services for customers. Specialising in rich data for prestige cars at the top end of the automotive industry, we have proven to be a highly valued service to our existing customers and are growing fast as a result.

We believe in connectedness – not just between people, but also in how we go about helping our customers succeed. By bringing businesses, services and data together, we are creating a seamless experience that far outweighs the sum of its parts. The same is true for our people: the best solutions happen when putting people first, empower them to collaborate and tackle hard problems together.

Our future is bright, and we need the help from the best and brightest to help us scale with the strong demand

The Role

As an Operations Engineer in SNOOP, you will take on the challenge to improve the experience for millions of people when buying a vehicle. We're already achieving some of it by integrating car manufacturers, dealers and finance companies, but we have a long way to go. That's where you come in: we believe in empowering our people to deliver value in ways that nobody thought of before, innovating daily on behalf of customers.

As a SNOOP Operations Engineer, you will have end-to-end ownership of data operations, from identifying the biggest bottlenecks that need removing, to empowering the team around you to complete complex tasks quickly with the help of the magic you create. Being part of the "Frontline Team" you will also handle support cases, understand customer problems, propose solutions and above all look to simplify and automate the team's operational procedures.

More specifically, in this role you will

• own the area of data operations, continuously reducing the effort and lead time for recurring operational activities
• take complex and tedious tasks and turn them into scripts/tools that anyone in the team can understand and use
• interact with SNOOP's customers to resolve their requests
• work with legacy systems, intermediate data management in MS SQL Server, and provide insights to help define future API-driven data operations services
• eliminate, simplify, and automate repetitive tasks, using scripting languages such as Bash and Python
• write clear and concise runbooks / SOPs for the rest of the team
• raise the operational bar around SLAs, incident/ticket management, escalations etc
• work with software engineers as a customer of our next-generation services
• help migrate data to new systems

Benefits

In SNOOP we ask a lot of our engineers, which is why we give so much in return. In addition to a competitive salary, we also have some additional perks:

Dress
: Wear anything you like to the office – and be as comfortable at work as you are in your own home (with guests of course :) ).

Flexibility
: Although we want to spend as much time as possible together in the office, we also adjust for people's preferences (both early birds and night owls) whenever possible.

Location
: Our office is in a central location, a short walk from Hyde Park and we often go for lunch runs/walks in the Botanic Gardens nearby.

Wellness
: We have an in-house gym with a shower for the more ambitious.

Access to Industry Events and Discounts:
From time to time the brands that we work with hold events and provide offers for their staff and suppliers. So, hold off on that car purchase for now – you could find a great deal with SNOOP

Requirements

Not everyone can be an Operations Engineer in SNOOP. To be seriously considered for this role, you need to meet the following:

Experience:

• 3 - 5 years in a similar role involving data management and support operations
• Industry experience with SQL and scripting/documenting repetitive processes

Background:

One of

• Bachelor's degree in information technology or engineering
• Equivalent ability to learn, reason, and communicate in writing from experience

Skills:

• Creating and improving operating procedures in a collaborative environment
• Ability to maintain complex data sets with high degree of accuracy
• Ability to communicate verbally and in writing in a language that is understandable by peers
• Outstanding problem-solving skills

Characteristics:

• Strong focus on delivery of excellent customer experience
• Autonomous and self-sufficient delivery when required
• Ability to deal with ambiguity
• Strong sense of curiosity and hunger for knowledge

More About You

You

• have a strong focus on customer experience and take a proactive approach to understanding how it can be improved.
• are an operational superstar but may have had enough of 24/7 and irregular shifts/hours or prefer to be in a fast-evolving organisation.
• are an allrounder and generalist – willing to work with advanced SQL scripting in the morning and some old Excel VBScript logic (or even some legacy MS Access) in the afternoon.
• are a data operations / SQL wiz with a bias for scripting of repetitive tasks.
• like to get things done, but not at the cost of poor quality: you write readable and maintainable code and documents for others to understand and follow.
• have worked in high-performance teams in the past and been seen to raising the bar in your group, while still earning trust from the people around you.
• are used to solving business problems (and not just technical problems) by talking to customers and stakeholders to understand what problems they need solved. You propose solutions and can explain trade-offs to non-technical team members to help them make the right decisions.
• can deliver autonomously when required but you help the team around you be the best they can be through close collaboration on designs, solutions, and documentation.
• have an innate sense of pride and ownership in everything you do and not afraid to dive in and do something you've never done before to get to job done.
• are deep into the detailed complexity and hands on every day, looking to continually learn, improve and grow through feedback from others.

If this sounds like something for you, apply now