Rocket.Chat

Job Title: Customer Success Associate Level: Junior Working Hours: Full Time (40h/Week) Contract: Employee Location: Remote (US) Due to strict requirements in our customer contracts within the U.S., we can only consider candidates who are United States citizens for this role. The position involves direct interaction with, and access to, sensitive information and environments covered by these agreements, which legally limit participation to U.S. citizens. Your Team 👥 You will report to our Head of Global Customer Success and join the Sales team. On TheOrg you can view the complete structure of our organisation, including information about every team member, hiring managers and the size of each department. Who We Are Looking For ✏️ As a Customer Success Associate, you will support the go-to-market team in delivering exceptional experiences to our customers while helping ensure strong adoption, satisfaction, and retention. In this role, you will work closely with cross-functional teams to assist customers throughout their lifecycle — from onboarding to ongoing engagement and technical support, owning renewals and upsells targets. You will help monitor customer health, support training initiatives, and contribute to building strong, long-term relationships with our customers. We’re seeking someone passionate about technology, eager to learn, and excited to help customers succeed with our open-source communications platform. This role is ideal for someone who enjoys problem-solving, building relationships, and developing expertise in Customer Success within a fast-paced SaaS environment. Mandatory Hard Skills 🎯 - Experience in Customer Success, Account Management, Customer Support, Technical Support, or other customer-facing roles within a B2B SaaS environment; - Experience working with SaaS platforms and software products, with the ability to understand product functionality and communicate value to customers; - Strong technical acumen with the ability to quickly learn technical concepts related to software platforms, APIs, integrations, and product configurations; - Experience interacting with technical stakeholders (such as developers, IT teams, or solution architects) and ability to confidently navigate technical discussions; - Understanding of Customer Success metrics and indicators such as NPS, customer health scores, churn, product adoption, and engagement; - Experience supporting customers onboarding, product training sessions, or product demonstrations; - Experience working with CRM or Customer Success platforms (e.g., Salesforce, HubSpot, Gainsight, or similar tools); - Strong organizational and time management skills, with the ability to manage multiple customer interactions and priorities simultaneously; - Excellent written and verbal communication and presentation skills; Desirable Hard Skills 💕 - Active U.S. Security Clearance (or eligibility to obtain one) is a strong plus. - Familiarity with open-source technologies is a plus. Soft Skills ✨ - Passion: Genuine enthusiasm for what you do and how it contributes to our company's mission; - Dream: Proactively seek out opportunities and challenges to achieve extraordinary results. If you're someone who takes initiative and is always striving to improve, you'll fit right in; - Own: Take ownership of your work, set high standards for yourself, and be accountable for outcomes, demonstrating a strong sense of responsibility and commitment; - Trust: Recognizing the importance of trust and support and actively working towards a collaborative and inclusive workplace; - Share: Communicating openly and transparently ensures clarity and honesty in interactions. What You'll Do 🖥️ - Manage a portfolio of customer accounts with a focus on driving adoption, satisfaction, renewals, and expansion opportunities; - Support go-to-market teams (e.g., Account Executives, Customer Success Managers, Pre-Sales, and other customer-facing teams) to ensure a seamless customer experience and successful account outcomes; - Own day-to-day relationships with assigned customers, acting as a key point of contact and helping them achieve their desired outcomes with the platform; - Assist customers throughout the lifecycle, including onboarding coordination, product walkthroughs, technical support and training sessions to ensure successful product adoption; - Monitor customer health indicators such as engagement, product usage, and feedback to proactively identify risks and opportunities; - Maintain accurate CRM records and ensure strong system data hygiene by keeping customer interactions, account updates, and lifecycle activities properly documented; - Support and contribute to commercial outcomes by identifying, tracking, and helping close renewal and upsell opportunities within your portfolio; - Work toward achieving individual and team targets related to renewals, account growth, and customer retention; - Prepare and support customer meetings, check-ins, and business reviews, ensuring clear follow-ups and action plans; - Identify customer needs, pain points, and additional use cases that may lead to expansion opportunities; - Collaborate closely with internal teams such as Sales, Product, and Support to ensure customer feedback is shared and customer needs are addressed effectively; - Maintain proactive and consistent communication with customers to ensure they continue to realize value from the platform. Benefits ✨ - Fully Remote & Flexible Working Hours - Flexible Paid Time Off, Holidays and Vacation - Company Laptop - Remote Benefit - iTalki, Courses and Books - Stock Options - Multicultural Environment - Vibrant Company Culture Check out our handbook to dive into each of our awesome benefits! At Rocket.Chat, we have tailored base pay ranges according to work locations. This approach ensures that we can competitively and consistently compensate our employees across different geographic markets. - While we define an initial seniority level and budget for each role, this can be adjusted during the hiring process. The selection process itself — including interviews and assessments — helps us better understand where the candidate fits within our career framework and which grade they should be positioned in. - To ensure fairness and consistency, all applications are accepted exclusively via our Careers site. Submissions through other channels will not be taken into consideration. About Rocket.Chat 🚀 ‍Rocket.Chat is the world's largest open-source communications platform. Built for organizations needing more control over their communications, Rocket.Chat Secure CommsOS™ is a communication platform that unifies messaging, voice, video, AI, and mission-critical applications—ensuring uncompromising security, compliance, and operational efficiency for governments, defense, and critical infrastructure organizations operating in highly-regulated environments. Tens of millions of users in over 150 countries and organizations such as Deutsche Bahn, the U.S. Navy and Credit Suisse trust Rocket.Chat every day to keep their communications completely private and secure. As Rocket.Chat we believe in reconnecting the world, one conversation at a time! See yourself in that? So apply now! Check out our handbook for more information about our rocket. If you're interested in keeping up with new roles at Rocket.Chat, you can now set up custom job alerts. Just click the link, pick the types of roles you want to hear about, and get notified whenever there’s a match.

Job Title: Site Reliability Engineer Level: Senior Staff Working Hours: Full Time (40h/Week) Contract: Employee Location: Remote (US) Your Team 👥 You will report to our Engineering Manager and join the R&D team. On TheOrg you can view the complete structure of our organisation, including information about every team member, hiring managers and the size of each department. Who We Are Looking For ✏️ As a Senior Staff Site Reliability Engineer, you will be responsible for the overall reliability, scalability, and operational excellence of Rocket.Chat’s infrastructure and deployment systems. We are looking for a high-level technical leader and force multiplier. You will lead the infrastructure strategy, guide the platform roadmap, and ensure that all systems run reliably and efficiently across our global deployments. This includes overseeing cloud infrastructure, Kubernetes platforms, deployment automation, monitoring systems, and operational processes. You will work closely with Engineering, Security, Product, and Leadership teams to ensure that infrastructure capabilities support product growth, customer demands, and operational resilience. Your leadership will ensure that reliability engineering, automation, and operational best practices are embedded into the development lifecycle across the company. Mandatory Hard Skills 🎯 - Strong background in software engineering and infrastructure architecture with experience designing and operating large-scale distributed systems. - Expert understanding of microservices, event-driven architectures, stateful vs. stateless scaling constraints, and data consistency models. - Advanced coding proficiency (Go preferred, Python acceptable) capable of building complex core frameworks and contributing to the core Rocket.Chat codebase when necessary. - Deep expertise with Kubernetes and cloud infrastructure platforms (e.g., AWS, GCP, Azure, OVH) in production environments. - Extensive experience with Infrastructure as Code (IaC) tools such as Terraform, Pulumi, or Ansible. - Strong experience designing and managing CI/CD and GitOps deployment systems using tools like ArgoCD. - Hands-on experience with observability platforms including monitoring, logging, and alerting systems (e.g., Prometheus, Grafana, Loki). - Strong understanding of networking fundamentals (TCP/IP, DNS, routing), security best practices, and cloud architecture principles. - Experience leading infrastructure, SRE, or platform engineering teams responsible for production systems. - Strong knowledge of containerized systems and deployment architectures supporting high availability and scalability. - Familiarity with database technologies such as MongoDB or Redis and their operational considerations at scale. - Experience supporting SaaS platforms with large-scale customer deployments. - Experience managing multi-cluster Kubernetes environments and multi-region architectures. - Ability to define and execute a long-term infrastructure vision aligned with company growth. Desirable Hard Skills 💕 - Experience with open source software. - Active U.S. Security Clearance (or eligibility to obtain one) is a strong plus. Soft Skills ✨ - Passion: Genuine enthusiasm for what you do and how it contributes to our company's mission; - Dream: Proactively seek out opportunities and challenges to achieve extraordinary results. If you're someone who takes initiative and is always striving to improve, you'll fit right in; - Own: Take ownership of your work, set high standards for yourself, and be accountable for outcomes demonstrating a strong sense of responsibility and commitment; - Trust: Recognizing the importance of trust and support and actively working towards a collaborative and inclusive workplace; - Share: Communicating openly and transparently, ensures clarity and honesty in interactions. What You'll Do 🖥️ - Influence core product architecture (Core, Fleetcommand, Omnichannel, etc.) before code is written to ensure reliability, scalability, and operability are baked in by design. - Lead the engineering of systemic solutions that eliminate entire classes of failures, moving the organization from reactive firefighting to proactive prevention. - Act as the technical visionary for our deployment products (LaunchControl, Airlock, Launchpad), defining the long-term technical roadmap and architectural standards alongside the Head of Infrastructure. - Design, prototype, and build foundational tooling, core libraries, and frameworks (in Go, Python, etc.) that make it easier for both SREs and Product Engineers to deploy safely, monitor accurately, and operate efficiently. - Champion and evolve the Infrastructure as Code (IaC) paradigms (Pulumi, Terraform) to ensure they meet the needs of increasingly complex, multi-region, and air-gapped enterprise deployments. - Serve as the highest level of technical escalation for catastrophic, multi-domain Sev-1 incidents that baffle standard operational protocols. - Drive the strategic direction of incident management, ensuring that post-mortems result in structural, org-wide improvements rather than localized band-aids. - Evolve the company's disaster recovery (DR) and chaos engineering programs to simulate and defend against complex cascading failures. - Define, document, and enforce global standards for observability (SLIs, SLOs, error budgets), alerting, and production readiness across all engineering squads. - Author foundational Architectural Decision Records (ADRs) and Requests for Discussion (RFDs) that guide the technical direction of the company. - Act as a role model and technical mentor for Senior and Mid-Level SREs, as well as Senior Product Engineers, elevating the overall technical culture of Rocket.Chat. - Facilitate org-wide technical enablement sessions, knowledge sharing, and blameless culture advocacy. - Partner with Engineering leadership, Product, Security, and Customer Success to align infrastructure strategy with business and customer needs. - Represent Rocket.Chat’s technical vision through technical writing, conference talks, and community engagement within the infrastructure and open-source ecosystem. - Foster a culture of ownership, operational excellence, and continuous improvement across the infrastructure organization. Benefits ✨ - Fully Remote & Flexible Working Hours - Flexible Paid Time Off, Holidays and Vacation - Company Laptop - Remote Benefit - iTalki, Courses and Books - Stock Options - Multicultural Environment - Vibrant Company Culture Check out our handbook to dive into each of our awesome benefits! At Rocket.Chat, we have tailored base pay ranges according to work locations. This approach ensures that we can competitively and consistently compensate our employees across different geographic markets. - While we define an initial seniority level and budget for each role, this can be adjusted during the hiring process. The selection process itself — including interviews and assessments — helps us better understand where the candidate fits within our career framework and which grade they should be positioned in. - To ensure fairness and consistency, all applications are accepted exclusively via our Careers site. Submissions through other channels will not be taken into consideration. About Rocket.Chat 🚀 ‍Rocket.Chat is the world's largest open-source communications platform. Built for organizations needing more control over their communications, Rocket.Chat Secure CommsOS™ is a communication platform that unifies messaging, voice, video, AI, and mission-critical applications—ensuring uncompromising security, compliance, and operational efficiency for governments, defense, and critical infrastructure organizations operating in highly-regulated environments. Tens of millions of users in over 150 countries and organizations such as Deutsche Bahn, the U.S. Navy and Credit Suisse trust Rocket.Chat every day to keep their communications completely private and secure. As Rocket.Chat we believe in reconnecting the world, one conversation at a time! See yourself in that? So apply now! Check out our handbook for more information about our rocket. If you're interested in keeping up with new roles at Rocket.Chat, you can now set up custom job alerts. Just click the link, pick the types of roles you want to hear about, and get notified whenever there’s a match.