Reports to: Manager of Customer Service

Work location: Remote

We have a growing product and user base and need an organized, detail-oriented person to join our customer support team.

The role of the Technical Customer Support Engineer is centered around 4 key areas:

1. Customer support - triage and resolve highly complex, technical, and application-related support issues which impact product performance and customer success.
2. Product testing - test our new product features, systematically and with attention to detail, detecting back bugs and contributing to new documentation.
3. Supporting the sales team - review prospects data and prepare datasets for demonstration. Proactively assist new users with post-sales education and onboarding.
4. Professional services - manage and execute specific projects where Crunch.io has been engaged to set up customer data on their behalf.

What you’ll do

• Develop a deep understanding of the application and internal Crunch documentation, becoming a Crunch expert. Communicate with customers via email and online web calls (e.g. Zoom) to ensure effective use of our app in line with best-practice.
• Maintain excellent relationships with customers by applying superb customer service and technical skills.
• Field user questions, report problems and triage them appropriately in our centralized international support desk using the Zendesk app.
• Develop and deliver reports on customer account usage on a periodic basis.
• Apply in-depth troubleshooting and debugging skills to get to the root cause of customers’ issues. Develop clear reproduction steps for issues, for both problem-solving and acceptance testing. This involves integrating knowledge of different survey systems, the Crunch.io platform and other related software.
• Prioritize customer cases effectively. It’s vital that you are able to juggle priorities, and articulate your plans to your co-workers and management.
• Escalate the relevant support issues to product management and engineering teams. Our technical support staff need to be fully versed in our software to comprehensively close the majority of tickets independently.
• Contribute to the knowledge base (help.crunch.io) and ensure that our documentation is up-to-date and accessible. This includes extensively researching and documenting software and technical issues, which can become the basis for knowledge base articles.

Basic qualifications

• Experience & Background. Experience in data processing for market research surveys (cleaning, tab specs, programming, etc). You have a background in market research operations, good understanding of survey analysis concepts, tools, and methods, and competency in a statistical programming language (eg: SPSS syntax or R)
• Education. BA/BS degree in Computer Science and/or statistics preferred but other technical or quantitative degrees or equivalent work experience will also be considered.
• Problem Solver. You are a natural problem solver with a curiosity about technology. Others describe you as a highly creative, curious technologist, and you have excellent research skills, and strong analytical and deductive skills, important for isolating the cause of bugs.
• Communicator. Your verbal and written skills are top notch. You have excellent spoken and written English language skills. You have an outstanding ability to empathize with customers and convey confidence, and are skilled with conflict resolution, collaboration and small group facilitation skills.
• Organized. You must be able to juggle and prioritize a high volume workload and handle details accurately and in a timely manner under pressure.
• Flexible. You have the ability to multitask and handle frequent interruptions.
• Detail oriented. Attention to detail is your trademark with a strong desire to find solutions for problems.

Remote working

We are a remote company, with all employees working remotely. We believe in hiring the best people, not restricted by geography. For this role, we need flexibility in time zone coverage (eg: may encompass coverage of US & European time zones for support). Working remotely requires high motivation and the ability to report back on productivity. We also believe that it fosters an excellent work/life balance for our employees.

Employee benefits

We are a startup, with a fast paced startup culture. We are funded by and operate as a wholly owned subsidiary of a public company, so our employees benefit from the excellent benefits and opportunities provided by a large company.

Apply now

Reports to: VP Software Engineering

Work location: North America, 100% remote

Direct reports: 6 to 10 software engineers

We are hiring a Software Delivery Manager to help expand our platform and operations excellence, someone who has been a software engineer and has grown into a project manager and team manager role. We invite you to join our small, fully remote team of developers and operators, helping make our platform faster, more secure, and more reliable. You will be self-motivated and disciplined in order to work with our fully distributed team.

We are looking for someone who is a quick study, who is eager to learn and grow with us, and who has experience in Agile cultures. At Crunch, we believe in learning together: we recognize that we don’t have all the answers, and we try to ask each other the right questions. As Crunch employees are completely distributed, it’s crucial that you can work well independently and keep yourself motivated and focused.

Our stack

We currently run our in-house production Python code against Redis, MongoDB, and ElasticSearch services. We proxy API requests through NGINX, load balance with ELBs, and deploy our React web application to AWS CloudFront CDN. Our current CI/CD process is built around GitHub, Jenkins, and Cypress.io, including unit, integration, end-to-end tests, and automated system deployments. We deploy to Auto Scaling Groups using Ansible and Cloud-Init.

What you’ll do

• Manage and lead a team of front-end (React) and back-end (Python) software developers distributed across North America and Europe.
• Collaborate with product managers in defining the product vision and helping write product requirements.
• Work closely with product managers, sales, and our customer success team to understand the system’s functional and non-functional requirements.
• Collaborate with lead developers to turn product requirements into an actionable technical design.
• Help prioritize projects competing for developer resources to achieve organizational goals.
• Break large programming projects into smaller epics and tasks and create corresponding tickets in our project management system.
• Keep track of project dependencies and critical paths.
• Assign programming tasks to developers and follow up to completion.
• Ensure that team members have appropriate product and technical specifications, direction, and resources to deliver products effectively.
• Establish realistic estimates for timelines and ensure that project remains on target to meet deadlines.
• Lead daily scrum meetings with developers to discuss project progress and quickly resolve any blockers.
• Help developers resolve both technical problems and human resources issues.
• Create visual burn-down of team deliverables and status.
• Coordinate with Crunch’s Cloud Operations team to efficiently deploy new software.
• Demonstrate leadership in the deployment of software upgrades, enhancements, and fixes coordinated based on release schedules.
• Provide frequent status reporting to all company leaders and project stakeholders. Compile and report software development KPIs.
• Monitor and evaluate individual employee performance and conduct formal, bi-annual performance reviews.
• Participate in evaluating, hiring, on-boarding, training, and mentoring new employees.
• Provide leadership and guidance to coach, motivate, and lead team members to performance targets and career development.

Basic qualifications

• 3+ years of project/team management and leadership experience in a software development organization.
• 5+ years experience working in software design, development, release cycle and delivering software products to market.
• Power-user of leading project management systems like Jira, Pivotal Tracker, etc.
• Strong understanding of the software development lifecycle.
• A record of successful delivery of software applications as an individual contributor, team leader, or development manager.
• Experience recruiting and mentoring team members into top performers.
• Self-motivated and enthusiastic.
• Excellent communication skills - verbal, written, and presentation.
• Ability to see the big picture while also being detail-oriented.
• A keen interest in learning new things.

Advanced (preferred) qualifications

• Experience with managing the development of SaaS and cloud-based applications.

• Bachelor’s Degree in Statistics, Science, Programming or Engineering related field.

• Project management certification.

• Software development experience as an individual contributor using Python or React/JavaScript.

  NOTE: This is not a programming position, and programming experience is not required; however, programming experience can be extremely helpful when managing programmers.

Apply now

Reports to: Software Delivery Manager

Work location: Anywhere, 100% remote

Direct reports: 0

We are hiring a Python Developer to help develop our platform. We are inviting you to join our small, fully remote team of developers and operators helping make our platform faster, more secure, and more reliable. You would help us deliver new features and build the future for how we deploy our products faster and safer while increasing the availability and reliability of our systems. You will explore different ways of problem solving and discover, explain, and defend your choices in implementation. You will be self-motivated and disciplined in order to work with our fully distributed team.

We are looking for someone who is a quick study, who is eager to learn and grow with us, and who has experience in Agile cultures. At Crunch, we believe in learning together: we recognize that we don’t have all the answers, and we try to ask each other the right questions. Some of the ways that we accomplish that include paired programming to tackle a hard problem, transparent code reviews, and discussions about design and architecture. Since Crunch’s employees are completely distributed, it’s crucial that you can work well independently, and keep yourself motivated and focused. We move fast but carefully, with an earnest commitment to not breaking things… well, not too much.

Our stack

We currently run our in-house production Python code against Redis, MongoDB, and ElasticSearch services. We proxy API requests through NGINX, load balance with ELBs, and deploy our React web application to AWS CloudFront CDN. Our current CI/CD process is built around GitHub, Jenkins, BlueOcean including unit, integration, and end to end tests and automated system deployments. We deploy to Auto Scaling Groups using Ansible and Cloud-Init.

What you’ll do

• Develop performance enhancements and new features in Crunch’s proprietary Python in-memory database.
• Work closely with product managers, sales, and customer success team to understand the system’s functional and non-functional requirements.
• Establish realistic estimates for timelines and ensure that project remains on target to meet deadlines.
• Contribute to code quality through unit testing, integration testing, code review, and system design using Python.
• Assist in diagnosing and fixing system failures quickly when they occur in your area of expertise. This is limited to when the on-call rotation needs a subject matter expert to help troubleshoot an issue.
• Design and implement RESTful API endpoints using the Python programming language.

Basic qualifications

• Strong understanding of the software development lifecycle.
• A record of successful delivery of SaaS and cloud-based applications.
• Extensive programming experience using Python as a programming language
• A commitment to producing robust, testable code.
• Results-driven, self-motivated and enthusiastic.
• Excellent communication skills - verbal, written and presentation.
• Experience working in a Linux environment
• Experience with client/server architectures
• A keen interest in learning new things.

Advanced (preferred) qualifications

• Experience with data locality problems and caching issues
• Expertise writing Cython or C extensions
• Deep understanding of how a database system works internally (indexing, extents, memory management, concurrency, durability, journal)
• Expertise with the numpy library
• Experience implementing custom messaging protocols (sequence numbers, ttl, etc)
• Database experience using MongoDB and ElasticSearch
• Bachelor’s Degree in Programming, Computer Science, or Engineering-related field.
• Pytest testing experience
• Design and deployment of Continuous Integration tools (e.g., Jenkins, Bamboo, Travis, etc)

Apply now

Reports to: Software Delivery Manager

Work location: Anywhere, 100% remote

Direct reports: 0

We are hiring an Advanced React Developer to help develop our platform. We are inviting you to join our small, fully remote team of developers and operators helping make our platform faster, more secure, and more reliable. You would help us deliver new features, explore different ways of problem solving, and discover, explain, and defend your choices in implementation.

At Crunch, we believe in learning together: we recognize that we don’t have all the answers, and we try to ask each other the right questions. Some of the ways that we accomplish that include paired programming to tackle a hard problem, transparent code reviews, and discussions about design and architecture. Since Crunch’s employees are completely distributed, it’s crucial that you can work well independently, and keep yourself motivated and focused. We move fast but carefully, with an earnest commitment to not breaking things… well, not too much.

On the front-end team, we feel strongly about developing solutions that are both technically and aesthetically sound. We invite you to bring your experience and perspective to conversations about the future growth of our applications and environment. We work closely together, with a healthy and non-combative review process aimed at improving code as well as developing each other’s skills. In short, we strive to write solid, thoroughly tested, and readable code; and we are seeking a new member of our already highly-effective team.

What you’ll do

• Work on new features with other front-end team members.
• Triage, unravel, test, and resolve bugs and issues.
• Update existing code in parallel with backend changes to ensure uninterrupted operation.
• Review your colleagues’ work on pull requests.
• Propose, discuss, and debate technology improvements, code organization, design patterns, and conventions employed in the front-end development environment.
• Use your extensive experience to train and mentor other developers on the front-end team.

Our stack

Front-end developers on our platform are first-class team members. Although your focus is primarily on TypeScript, you will gain familiarity with the entire system. Some of the technologies that enable us to achieve our well-designed, efficient, and performant applications are:

• TypeScript (latest specification)
• Webpack + Babel (ES6 modules)
• React + Redux
• Styled Components
• Unit testing with Jest (we have over 5500 unit tests across our app)
• Jenkins for continuous integration and deployment

If you have experience or interest in these additional areas, you may have the opportunity to work with them as part of your role:

• End-to-end testing using cypress
• Responsive design / mobile / touch interfaces

Basic qualifications

• Advanced to expert-level React skills with demonstrated experience.
• A firm command of Typescript.
• Familiarity with JavaScript frameworks and libraries for building web applications.
• Commitment to high development standards, including comprehensive testing.
• Demonstrated ability to work with team of peers, understanding and respecting the responsibilities and expertise that developers, designers, QA staff, and others bring to the project.
• Ability to provide reasonable estimates on work, meet deadlines, and take ownership and responsibility.
• Well-developed principles of self-motivation and time management.
• An appetite for continual improvement and growth.

Advanced (preferred) qualifications

• Bachelor’s Degree in Programming, Computer Science, or Engineering-related field.
• Current or former contributor to a significant open-source React library.

Apply now

Reports to: VP of Sales

Work location: Remote, United States or Canada

The Account Executive will be responsible for driving sales of Crunch products within an assigned geographical region and market segment. The AE will represent Crunch and manage all aspects of the sales process including: lead management, qualification, evaluation, close and account care and will play an integral role in the success of the overall sales team. This is a quota‐carrying sales position.

What you’ll do

• Define and execute territory / account sales plans for the geographic territory and then meet and exceed sales goals (quotas) through prospecting, qualifying, managing and closing sales opportunities within the assigned territory.
• Develop and manage sales pipeline, prospect and assess sales and move many transactions simultaneously through the sales pipeline.
• Manage and track customer and transactional information in a CRM system.
• Coordinate resources throughout the sales cycle, including product support and sales engineering.
• Provide product demonstrations, with the help of a technical sales executive, and general support to prospective customers.
• Nurture and expand the company’s relationship with customer accounts of various sizes and industries.
• Provide regular reporting of pipeline and forecast through the CRM system.
• Keep abreast of competition, competitive issues and products.
• Practice effective, excellent communication with management, customers and support staff.
• Participate in team‐building and company‐growth activities including strategy setting, sales training, marketing efforts and customer care.
• Travel to customer locations in support of sales efforts.

Who you are

• Performer. Consistent over-achievement of sales quotas in a large geographic territory.
• Amazing Salesperson. 8‐10+ years of enterprise software sales experience.
• Energy and Enthusiasm. Missionary selling, conceptual selling, solution selling experience. Can go beyond relationship management.
• Technically Savvy. Experience with analytics, data, databases, predictive modeling, or business intelligence preferred.
• Experienced. Bachelor’s Degree with a technical or business focus preferred.
• Domain. Market Research, SaaS, Business Intelligence, Analytics, Data Warehousing, Predictive Modeling or similar background / experience.
• You are a Recruiter! Crunch hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring on-board to help us continue to build one of the best companies in the world!

Apply now

We are looking for a world-class Data Visualization Specialist to join our remote-first and globally distributed team at Crunch.io—the platform for collaborative data analysis. In this role, you will be working with a team of data scientists, industry experts, market research organizations, designers, and engineers; creating cutting-edge data visualizations for companies ranging from small-to-medium sized businesses to Fortune 500 organizations. This remote position reports to our VP of Product and will work closely with our Senior Director of Analytics and Product, Design, and Engineering teams.

Primary Responsibilities

1. Able to design/develop industry-leading data visualizations based on an understanding of common and more fine-grained data visualization/representation challenges, data problems, and eventually; relating to the use cases of our current/prospective customers.
2. Understands the tradeoffs between graphics paradigms and speaking multiple visualization grammars, and how they relate to the data we have and that we’re trying to represent. (Recognizing that we have scales and what it means when these data oppose each other on different axis.)
3. In this role, you will lead data-driven decisionmaking with the team about which languages, frameworks, and libraries we should use to visualize customer data that is best matched to the twin challenges of exploratory data analysis and analytic presentation.
4. Cultivate your knowledge and ours, and help educate our team in your areas of expertise.
5. Bring a critical eye to our work, and patience to refine it with us until we meet your standards.

Must Haves

• Deep domain expertise of data science, statistical analysis, and data visualization
• Adept at interacting with JSON REST APIs with standard tools (e.g., Postman)
• A generalist with working knowledge of data visualization libraries and packages used today: Python (SciPy/NumPy/pandas, Seaborn, Bokeh, etc.), R (ggplot2, grid), and JavaScript (D3.js, Vega, Plotly), etc.
• Fluency with a Git/GitHub version control workflow (though not primarily a coding role, you’ll work closely with our team of developers)
• Comfortable in a remote-first and internationally-distributed startup environment:
  • Able to figure out what questions to ask and how to get answers
  • Familiarity with Slack, Zoom, Google Meet, and similar
  • Flexible scheduling across time zones

Nice to Haves

• Able to travel globally a few times a year for company retreats and design sessions (recent locations include Montréal, Punta Cana, and Warsaw)
• You’re inspired by data visualization pioneers including Florence Nightingale and W.E.B. Du Bois; Cleveland, Tufte, the Wickhams, Heer, and Bostock
• Interest in machine learning and statistical computing
• Time zone / work hours amenable to working closely with US-based Product team

Apply now