How Algolia Reduces Latency For 21B Searches Per Month

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Algolia
Developer-friendly hosted search service. API clients for all major frameworks and languages. REST, JSON & detailed documentation.

By Josh Dzielak, Developer Advocate at Algolia.


Algolia Paris meeting room


Algolia helps developers build search. At the core of Algolia is a built-from-scratch search engine exposed via a JSON API. In February 2017, we processed 21 billion queries and 27 billion indexing operations for 8,000+ live integrations. Some more numbers:

  • Query volume: 1B/day peak, 750M/day average (13K/s during peak hours)
  • Indexing operations: 10B/day peak, 1B/day average (spikes can be over 1M/s)
  • Number of API servers: 800+
  • Total memory in production: 64TB
  • Total I/O per day: 3.9PB
  • Total SSD storage capacity: 566TB

We’ve written about our stack before and are big fans of StackShare and the community here. In this post we‘ll look at how our stack is designed from the ground up to reduce latency and the tools we use to monitor latency in production.

I’m Josh and I’m a Developer Advocate at Algolia, formerly the VP Engineering at Keen IO. Being a developer advocate is pretty cool. I get to code, write and speak. I also get to converse daily with developers using Algolia.

Frequently, I get asked what Algolia’s API tech stack looks like. Many people are surprised when I tell them:

  1. The Algolia search engine is written in C++ and runs inside of nginx. All searches start and finish inside of our nginx module.

  2. API clients connect directly to the nginx host where the search happens. There are no load balancers or network hops.

  3. Algolia runs on hand-picked bare metal. We use high-frequency CPUs like the 3.9Ghz Intel Xeon E5–1650v4 and load machines with 256GB of RAM.

  4. Algolia uses a hybrid-tenancy model. Some clusters are shared between customers and some are dedicated, so we can use hardware efficiently while providing full isolation to customers who need it.

  5. Algolia doesn’t use AWS or any cloud-based hosting for the API. We have our own servers spanning 47 datacenters in 15 global regions.


Algolia architecture diagram


Why this infrastructure?

The primary design goal for our stack is to aggressively reduce latency. For the kinds of searches that Algolia powers—suited to demanding consumers who are used to Google, Amazon and Facebook—latency is a UX killer. Search-as-you-type experiences, which have become the norm since Google announced instant search in 2011, have demanding requirements. Any more than 100ms from end-to-end can be perceived as sluggish, glitchy and distracting. But at 50ms or less the experience feels magical. We prefer magic.

Monitoring

Our monitoring stack helps us keep an eye on latency across all of our clusters. We use Wavefront to collect metrics from every machine. We like Wavefront because it’s simple to integrate (we have it plugged in to StatsD and collectd), provides good dashboards, and has integrated alerting.

We use PagerDuty to fire alerts for abnormalities like CPU depletion, resource exhaustion and long-running indexing jobs. For non-urgent alerts, like single process crashes, we dump and collect the core for further investigation. If the same non-urgent alert repeats more than a set number of times, we do trigger a PagerDuty alert. We keep only the last 5 core dumps to avoid filling up the disk.

When a query takes more than 1 second we send an alert into Slack. From there, someone on our Core Engineering Squad will investigate. On a typical day, we might see as few as 1 or even 0 of these, so Slack has been a good fit.

Probes

We have probes in 45 locations around the world to measure the latency and the availability of our production clusters. We host the probes with 12 different providers, not necessarily the same as where our API servers are. The results from these probes are publicly visible at status.algolia.com. We use a custom internal API to aggregate the large amount of data that probes fetch from each cluster and turn it into a single value per region.


Algolia probes


Downed Machines

Downed machines are detected within 30 seconds by a custom Ruby application. Once a machine is detected to be down, we push a DNS change to take it out of the cluster. The upper bound of propagation for that change is 2 minutes (DNS TTL). During this time, API clients implement their internal retry strategy to connect to healthy machines in the cluster, so there is no customer impact.

Debugging Slow Queries

When a query takes abnormally long - more than 1 second - we dump everything about it to a file. We keep everything we need to rerun it including the application ID, index name and all query parameters. High-level profiling information is also stored - with it, we can figure out where time is spent in the heaviest 10% of query processing. A syscall called getrusage analyzes resource utilization of the calling process and its children.

For the kernel, we record the number of major page faults (ru_majflt), number of block inputs, number of context switches, elapsed wall clock time (using gettimeofday, so that we don’t skip counting time on a blocking I/O like a major page fault since we’re using memory mapped files) and a variety of other statistics that help us determine the root cause.

With data in hand, the investigation proceeds in this order:

  1. The hardware
  2. The software
  3. Operating system and production environment

Hardware

The easiest problem to detect is a hardware issue. We see burned SSDs, broken memory modules and overheated CPUs. We automate the reporting of the most common failures like SSDs by alerting on S.M.A.R.T. data. For infrequent errors, we might need to run a suite of specific tools to narrow down the root cause, like mbw for uncovering memory bandwidth issues. And of course, there is always syslog which logs most hardware failures.

Individual machine failures will not have a customer impact because each cluster has 3 machines. Where it’s possible in a given geographical region, each machine is located in a different datacenter and attached to a different network provider. This provides further insulation from network or datacenter loss.

Software

We have some close-to-zero cost profiling information obtained from the getrusage syscall. Sometimes that’s enough to diagnose an issue with the engine code. If not, we need to look to profiling. We can’t run a profiler in production for performance reasons, but we can do this after the fact.

An external binary is attached to a profiler, containing exactly the same code as the module running inside of nginx. The profiler uses information obtained by google-perftools, a very accurate stack-sampling profiler, to simulate the exact conditions of the production machine.

OS / Environment

If we can rule out hardware and software failure, the problem might have been with the operating environment at that point in time. That means analyzing system-wide data in the hope of discovering an anomaly.

Once we discovered that defragmentation of huge pages in the kernel could block our process for several hundred milliseconds. This defragmentation isn’t necessary because we keep large memory pools like nginx. Now we make sure it doesn’t happen, to the benefit of more consistent latency for all of our customers.

Deployment

Every Algolia application runs on a cluster of 3 machines for redundancy and increased throughput. Each indexing operation is replicated across the machines using a durable queue.

Clusters can be mirrored to other global regions across Algolia’s Distributed Search Network (DSN). Global coverage is critical for delivering low latency to users coming from different continents. You can think of DSN like a CDN without caching - every query is running against a live, up-to-date copy of the index.

Early Detection

When we release a new version of the code that powers the API, we do it in an incremental, cluster-aware way so we can rollback immediately if something goes wrong.

Automated by a set of custom deployment scripts, the order of the rolling deploy looks like this:

  • Testing machines
  • Staging machines
  • ⅓ of production machines
  • Another ⅓ of production machines
  • The final ⅓ of production machines

First, we test the new code with unit tests and functional tests on a host that with an exact production configuration. During the API deployment process we use a custom set of scripts to run the tests, but in other areas of our stack we’re using Travis CI.

One thing we guard against is a network issue that produces a split-brain partition during a rolling deployment. Our deployment strategy considers every new version as unstable until it has consensus from every server, and it will continue to retry the deploy until the network partition heals.

Before deployment begins, another process has encrypted our binaries and uploaded them to an S3 bucket. The S3 bucket sits behind CloudFlare to make downloading the binaries fast from anywhere.

We use a custom shell script to do deployments. The script launches the new binaries and then checks to make sure that the new process is running. If it’s not, the script assumes that something has gone wrong and automatically rolls back to the previous version. Even if the previous version also can’t come up, we still won’t have a customer impact while we troubleshoot because the other machines in the cluster can still service requests.

Scaling

For a search engine, there are two basic dimensions of scaling:

  • Search capacity - how many searches can be performed?
  • Storage capacity - how many records can the index hold?

To increase your search capacity with Algolia, you can replicate your data to additional clusters using the point-and-click DSN feature. Once a new DSN cluster is provisioned and brought up-to-date with data, it will automatically begin to process queries.

Scaling storage capacity is a bit more complicated.

Multiple Clusters

Today, Algolia customers who cannot fit on one cluster need to provision a separate cluster and create logic at the application layer to balance between them. This is often needed by SaaS companies who have customers growing at different rates, and sometimes one customer can be 10x or 100x compared to the others, so you need to move that customer to somewhere they can fit.

Soon we’ll be releasing a feature that takes this complexity behind the API. Algolia will automatically balance data a customer’s available clusters based on a few key pieces of information. The way it works is similar to sharding but without the limitation of shards being pinned to a specific node. Shards can be moved between clusters dynamically. This avoids a very serious problem encountered by many search engines - if the original shard key guess was wrong, the entire cluster will have to be rebuilt down the road.

Collaboration

Our humans and our bots congregate on Slack. Last year we had some growing pains, but now we have a prefix-based naming convention that works pretty well. Our channels are named #team-engineering, #help-engineering, #notif-github, etc.. The #team- channels are for members of a team, #help- channels are for getting help from a team, and #notif- channels are for collecting automatic notifications.


Algolia Zoom Room


It would be hard to count the number of Zoom meetings we have on a given day. Our two main offices are in Paris and San Francisco, making 7am-10am PST the busiest time of day for video calls. We now have dedicated "Zoom Rooms" with iPads, high-resolution cameras and big TVs that make the experience really smooth. With new offices in New York and Atlanta, Zoom will become an even more important part of our collaboration stack which also includes Github, Trello and Asana.

Team

When you're an API, performance and scalability are customer-facing features. The work that our engineers do directly affects the 15,000+ developers that rely on our API. Being developers ourselves, we’re very passionate about open source and staying active with our community.


Algolia values


We’re hiring! Come help us make building search a rewarding experience. Algolia teammates come from a diverse range of backgrounds and 15 different countries. Our values are Care, Humility, Trust, Candor and Grit. Employees are encouraged to travel to different offices - Paris, San Francisco, or now Atlanta - at least once a year, to build strong personal connections inside of the company.

See our open positions on StackShare.

Questions about our stack? We love to talk tech. Comment below or ask us on our Discourse forum.

Thanks to Julien Lemoine, Adam Surak, Rémy-Christophe Schermesser, Jason Harris and Raphael Terrier for their much-appreciated help on this post.

Algolia
Developer-friendly hosted search service. API clients for all major frameworks and languages. REST, JSON & detailed documentation.
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Solutions Architect
United States
<div> <p>**Looking for Spanish Speaking Solutions Architects!! Preference for candidates on Eastern Time or Central Time.</p> <p>Algolia, the leader in providing industry grade search and discovery tools to drive richer, more powerful engagement and success capabilities, is seeking a Solutions Architect to accelerate technical success and product adoption. You'll collaborate closely with enterprise customers, owning Algolia solution patterns and offering trusted advice for successful implementation. Additionally, you'll influence the product roadmap and facilitate tailored solutions, both internally and externally, to enhance customer success.</p> As a Solutions Architect, your role involves guiding customers in design, strategy, and best practices for Algolia product deployments. We're looking for candidates with a development and consulting background, technical expertise, and strong relationship skills to drive outstanding outcomes across business units and product teams.</div> <div>&nbsp;</div> <div>THE ROLE WILL CONSIST OF:</div> <div> <ul> <li>Be a Trusted Advisor; engage with our customers’ technical architects and business stakeholders to provide high-quality technical solutions and product training to drive successful customer outcomes</li> <li>Link business processes with product technical solutions</li> <li>Execute delivery methodology to drive projects to completion on time and on budget&nbsp;&nbsp;&nbsp;&nbsp;</li> <li>Troubleshoot key customer implementation issues and demonstrate ability to drive successful resolution</li> <li>Prototype and catalog new solutions to fit business pain points&nbsp;</li> <li>Consult on architecture, indexing, searching, and UI best practices&nbsp;</li> <li>Expand relationship and product usage within the enterprise segment&nbsp;</li> <li>Engage in customer calls and on-site visits to help inform and align on product roadmaps for future partnership growth</li> <li>Aid in the development of detailed action plan, roadmap, prototype, final recommendation document, SM Action Plan and Retrospective</li> <li>Partner with Success Management and Engagement Manager and other internal roles to understand project goals and deliverables</li> <li>Create and increase reusability of solutions content (blog posts, workshop tutorials, etc), tooling, and internal projects&nbsp;&nbsp;</li> <li>Build out tooling and/or collateral to help scale customer engagement</li> <li>Inform and ultimately evolve product ecosystem by listening and advocating for customers technical needs</li> <li>Work with Engineering to track and resolve feature requests and bugs&nbsp;&nbsp;&nbsp;</li> <li>Meet with Product to stay informed on the latest changes to Algolia ecosystem and disseminate internally and to customers as appropriate</li> </ul> <p>REQUIRED SKILLS / EXPERIENCE:</p> <ul> <li>Fluent Spanish Speaker (Portuguese speaker is a plus)&nbsp;</li> <li>Polished consulting skills</li> <li>Keen awareness of sensitive client topics</li> <li>Capability to tactfully navigate and effectively address client messaging and recommendations</li> <li>Proficient in Javascript/HTML/CSS for the front-end</li> <li>Proficient in a backend framework (i.e. node, Rails, Django, etc.)</li> <li>Ability to establish credibility and rapport with Senior Executives and technical and non-technical team members</li> <li>Excellent analytical and problem solving skills with a history of hands-on project management of large and small initiatives</li> <li>Ability to prioritize tasks effectively with a high-level of attention to detail</li> <li>Ability to quickly define dependencies, issues, and outline mitigation plans against risks</li> <li>Ability to work under tight deadlines while being flexible and responding to changing business and technical conditions</li> <li>Ability to communicate effectively to both the technology and business communities</li> <li>Consistent history of business-building successes and passion for results</li> </ul> <p>NICE TO HAVE:</p> <ul> <li>Backend/frontend mobile development</li> <li>Analytics, A/B testing</li> <li>Familiarity in relevant verticals: E-commerce and Search&nbsp;</li> <li>Project management experience</li> <li>Experience within search domain and search-as-a-service companies</li> <li>Elastic/ Solr</li> <li>Experience at our current stage and beyond ($50-200M ARR range, high growth, lots of change and building internal infrastructure)</li> </ul> <p>WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:</p> <ul> <li>GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment.</li> <li>TRUST - Willingness to trust our co-workers and to take ownership.</li> <li>CANDOR - Ability to receive and give constructive feedback.</li> <li>CARE - Genuine care about other team members, our clients and the decisions we make in the company.</li> <li>HUMILITY - Aptitude for learning from others, putting ego aside.</li> </ul> </div><div class="content-conclusion"><p>REMOTE STRATEGY:</p> <p>Algolia’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual’s impact, contribution, and output, over their physical location. Algolia is a high-trust environment and our team members have the autonomy to choose where they want to work and when. We know community comes in many forms and strive to create opportunities for intentional in-person connection in our offices and virtually for our remote colleagues around the world.&nbsp;</p> <p>We have a global presence with physical offices in San Francisco, NYC, Paris, London, Sydney and Bucharest.</p> <p>ABOUT US:</p> <p>Algolia prides itself on being a pioneer and market leader offering an AI Search solution that empowers 17,000+ businesses to compose customer experiences at internet scale that predict what their users want with blazing fast search and web browse experience. Algolia powers more than 30 billion search requests a week – four times more than Microsoft Bing, Yahoo, Baidu, Yandex and DuckDuckGo combined.</p> <p>Algolia is part of a cadre of innovative new companies that are driving the next generation of software development, creating APIs that make developers’ lives easier; solutions that are better than building from scratch and better than having to tweak monolithic SaaS solutions.</p> <p>In 2021, the company closed $150 million in series D funding and quadrupled its post-money valuation of $2.25 billion. Being well capitalized enables Algolia to continue to invest in its market leading platform, to better serve its thousands of customers–including Under Armor, Petsmart, Stripe, Gymshark, and Walgreens, to name just a few.&nbsp;</p> <p>WHO WE'RE LOOKING FOR:</p> <p>We’re looking for talented, passionate people to build the world’s best search &amp; discovery technology. As an ownership-driven company, we seek team members who thrive within an environment based on autonomy and diversity. We're committed to building an inclusive and diverse workplace. We care about each other and the world around us, and embrace talented people regardless of their race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability and socioeconomic background.</p> <p>READY TO APPLY?<br><br>If you share our values and our enthusiasm for building the world’s best search &amp; discovery technology, we’d love to review your application!</p></div>
Staff Software Engineer, Dashboard Pl...
London, England
<p>Algolia is a fast-growing company that helps users deliver an intuitive search-as-you-type experience on their websites and mobile apps. We provide a search API used by thousands of customers in more than 100 countries. Today, Algolia powers 1.5 Trillion searches a year – that’s 4 times more than Bing, Yahoo, DuckDuckGo, Baidu and Yandex combined!In the Dashboard Platform team, we're on a mission to empower all developers at Algolia to ship frontend features to our customer-facing Dashboard, with an emphasis on offering a great and consistent customer experience, at scale. In practice, that means:</p> <ul> <li>working on features of the Algolia Dashboard, such as navigation, search &amp; overall architecture</li> <li>building new services powering our frontend infrastructure platform, to enable quick &amp; autonomous deployment for all teams</li> <li>building tooling, features &amp; guidelines that contribute to a great Developer Experience</li> <li>collaborating with all developers to support the adoption &amp; usage of our tools</li> </ul> <p>We have ambitious goals ahead of us and in that context we are looking for a Staff Software Engineer.&nbsp;<br>We expect you to bring significant experience acquired from a similar role in a former job. Not only will you lead projects in complete autonomy, you will also be accountable for planning ahead, and thinking in terms of what’s best globally for the company rather than locally for your projects. This also means you are expected to ramp up on multiple projects, and orchestrate changes across projects and teams whenever necessary. As a staff engineer, you are also expected to be a technical leader, sharing your knowledge, helping engineers grow. You will be joining a newly formed team of two senior software engineers, one manager, all of whom are obsessed with helping Algolia build great frontend experience. We're based in Paris but open to remote work!</p> <p>YOUR ROLE WILL CONSIST OF:</p> <ul> <li>Being a key contributor to the design, development, operation &amp; deployment of all features of the Dashboard Platform (e.g. Design&nbsp;System, Frontend Infrastructure)</li> <li>Taking ownership, research, explore and deliver world-class experiences (UI, UX, DX)</li> <li>Sharing your knowledge on software engineering, testing and deployment best practices</li> <li>Working closely with the design team to define the future of the Design System</li> <li>Working closely with other developers in the company to ensure adoption of our products</li> </ul> <p>YOU MIGHT BE A FIT IF YOU HAVE:</p> <ul> <li>Good knowledge of modern JavaScript/TypeScript, HTML &amp; CSS</li> <li>Experience with at least one recent framework (e.g. React, Vue, Svelte). We're invested heavily in React so it would be a plus.</li> <li>Rigor in high code quality, automated testing, and other engineering best practices</li> <li>You have an eye for great user experiences (UX) and UI design skills</li> <li>You care a lot about Developer Experience</li> <li>Well-spoken and written English skills</li> <li>Preference for candidates with experience at our current stage and beyond (over 10,000 customers, $50-200M ARR range, high growth,&nbsp;lots of change and building internal infrastructure).</li> </ul> <p>NICE TO HAVE:</p> <ul> <li>Experience with Docker and Kubernetes&nbsp;</li> <li>Experience building API services using languages such as Node &amp; Ruby</li> </ul> <div class="p-rich_text_section"><strong data-stringify-type="bold">WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:</strong></div> <ul class="p-rich_text_list p-rich_text_list__bullet" data-stringify-type="unordered-list" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment.</li> <li data-stringify-indent="0" data-stringify-border="0">TRUST - Willingness to trust our co-workers and to take ownership.</li> <li data-stringify-indent="0" data-stringify-border="0">CANDOR - Ability to receive and give constructive feedback.</li> <li data-stringify-indent="0" data-stringify-border="0">CARE - Genuine care about other team members, our clients and the decisions we make in the company.</li> <li data-stringify-indent="0" data-stringify-border="0">HUMILITY - Aptitude for learning from others, putting ego aside.</li> </ul> <p>#LI-Remote</p><div class="content-conclusion"><p>REMOTE STRATEGY:</p> <p>Algolia’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual’s impact, contribution, and output, over their physical location. Algolia is a high-trust environment and our team members have the autonomy to choose where they want to work and when. We know community comes in many forms and strive to create opportunities for intentional in-person connection in our offices and virtually for our remote colleagues around the world.&nbsp;</p> <p>We have a global presence with physical offices in San Francisco, NYC, Paris, London, Sydney and Bucharest.</p> <p>ABOUT US:</p> <p>Algolia prides itself on being a pioneer and market leader offering an AI Search solution that empowers 17,000+ businesses to compose customer experiences at internet scale that predict what their users want with blazing fast search and web browse experience. Algolia powers more than 30 billion search requests a week – four times more than Microsoft Bing, Yahoo, Baidu, Yandex and DuckDuckGo combined.</p> <p>Algolia is part of a cadre of innovative new companies that are driving the next generation of software development, creating APIs that make developers’ lives easier; solutions that are better than building from scratch and better than having to tweak monolithic SaaS solutions.</p> <p>In 2021, the company closed $150 million in series D funding and quadrupled its post-money valuation of $2.25 billion. Being well capitalized enables Algolia to continue to invest in its market leading platform, to better serve its thousands of customers–including Under Armor, Petsmart, Stripe, Gymshark, and Walgreens, to name just a few.&nbsp;</p> <p>WHO WE'RE LOOKING FOR:</p> <p>We’re looking for talented, passionate people to build the world’s best search &amp; discovery technology. As an ownership-driven company, we seek team members who thrive within an environment based on autonomy and diversity. We're committed to building an inclusive and diverse workplace. We care about each other and the world around us, and embrace talented people regardless of their race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability and socioeconomic background.</p> <p>READY TO APPLY?<br><br>If you share our values and our enthusiasm for building the world’s best search &amp; discovery technology, we’d love to review your application!</p></div>
Customer Success Engineer - German Sp...
France
<div class="uil-fw-normal uil-ff-hind uil-fsz-16 lg:uil-fsz-18 uil-lh-bigger uil-color-grey-700"> <div class="section page-centered"> <div>The Customer Success Engineer (CSE) serves as a designated technical contact and a trusted advisor to Algolia’s customers. The CSE is the key member of the team, for all technical topics including customer onboarding, training and ensuring the resolution of complex issues with the full context and understanding of the customers specific product and technology environment. The CSE will orchestrate reactive and proactive support across Algolia Product Engineering teams as related to a customer’s operation and optimization of Algolia’s products. By maintaining a long-term relationship with their customers, a CSE gains an understanding of the customer’s overall technical environment, usage trends, and pain points - which is used by the CSE to effectively support customers.</div> </div> <div class="section page-centered"> <h3>YOUR ROLE WILL CONSIST OF</h3> <ul> <li>Serve as the primary point of contact, develop and lead the technical relationships for a named set of accounts.</li> <li>Work closely with your account’s Customer Success Manager to ensure the customer’s long term health through a world-class support experience.</li> <li>Manage a diverse and complex scope of support issues across multiple client engagements.</li> <li>Work across the organization and escalate as necessary for confirmation of solutions or other options.</li> <li>Effectively troubleshoot, properly document, and regularly update customer’s support issues.</li> <li>Submit software bug reports to the Engineering team for problems needing attention.</li> <li>Partner with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to your customers.</li> <li>Develop, maintain and present comprehensive case status reports to customers on a regularly scheduled meeting.</li> <li>Proactively identify and work with the customer to resolve technical risks and bottlenecks.</li> <li>Provide guidance on how to optimize the use of their environment.</li> </ul> </div> <div class="section page-centered"> <h3>YOU MIGHT BE A FIT IF YOU HAVE</h3> <ul> <li>Fluent English and German language skills</li> <li>Functional knowledge of at least one programming language such as: JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python</li> <li>Experience with REST API, database management, and web development technologies</li> <li>Strong desire to help people solve problems with the ability to explain complex technical&nbsp;concepts to a broad audience</li> <li>Proficiency in communicating complex technical issues to both technical and non-technical audiences via phone and email channels</li> <li>Excellence in time management, task prioritization, and evaluation of situational urgency</li> <li>Travel to customers' locations may be required</li> </ul> </div> <div class="section page-centered"> <h3>NICE TO HAVE</h3> <ul> <li>Familiarity with iOS &amp; Android platforms.</li> <li>Experience supporting open-source projects &amp; their GitHub communities.</li> <li>Experience with Shopify, Magento, and&nbsp;<a href="http://salesforce.com/">Salesforce.com</a>&nbsp;a plus</li> </ul> </div> <div class="section page-centered"> <h3>WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:</h3> <ul> <li><strong>GRIT</strong>&nbsp;- Problem-solving and perseverance capability in an ever-changing and growing environment</li> <li><strong>TRUST</strong>&nbsp;- Willingness to trust our co-workers and to take ownership</li> <li><strong>CANDOR</strong>&nbsp;- Ability to receive and give constructive feedback</li> <li><strong>CARE</strong>&nbsp;- Genuine care about other team members, our clients and the decisions we make in the company</li> <li><strong>HUMILITY</strong>&nbsp;- Aptitude for learning from others, putting ego aside</li> </ul> </div> <p>#LI-Remote</p> </div><div class="content-conclusion"><p>REMOTE STRATEGY:</p> <p>Algolia’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual’s impact, contribution, and output, over their physical location. Algolia is a high-trust environment and our team members have the autonomy to choose where they want to work and when. We know community comes in many forms and strive to create opportunities for intentional in-person connection in our offices and virtually for our remote colleagues around the world.&nbsp;</p> <p>We have a global presence with physical offices in San Francisco, NYC, Paris, London, Sydney and Bucharest.</p> <p>ABOUT US:</p> <p>Algolia prides itself on being a pioneer and market leader offering an AI Search solution that empowers 17,000+ businesses to compose customer experiences at internet scale that predict what their users want with blazing fast search and web browse experience. Algolia powers more than 30 billion search requests a week – four times more than Microsoft Bing, Yahoo, Baidu, Yandex and DuckDuckGo combined.</p> <p>Algolia is part of a cadre of innovative new companies that are driving the next generation of software development, creating APIs that make developers’ lives easier; solutions that are better than building from scratch and better than having to tweak monolithic SaaS solutions.</p> <p>In 2021, the company closed $150 million in series D funding and quadrupled its post-money valuation of $2.25 billion. Being well capitalized enables Algolia to continue to invest in its market leading platform, to better serve its thousands of customers–including Under Armor, Petsmart, Stripe, Gymshark, and Walgreens, to name just a few.&nbsp;</p> <p>WHO WE'RE LOOKING FOR:</p> <p>We’re looking for talented, passionate people to build the world’s best search &amp; discovery technology. As an ownership-driven company, we seek team members who thrive within an environment based on autonomy and diversity. We're committed to building an inclusive and diverse workplace. We care about each other and the world around us, and embrace talented people regardless of their race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability and socioeconomic background.</p> <p>READY TO APPLY?<br><br>If you share our values and our enthusiasm for building the world’s best search &amp; discovery technology, we’d love to review your application!</p></div>
Customer Success Engineer - German Sp...
Germany
<div class="uil-fw-normal uil-ff-hind uil-fsz-16 lg:uil-fsz-18 uil-lh-bigger uil-color-grey-700"> <div class="section page-centered"> <div>The Customer Success Engineer (CSE) serves as a designated technical contact and a trusted advisor to Algolia’s customers. The CSE is the key member of the team, for all technical topics including customer onboarding, training and ensuring the resolution of complex issues with the full context and understanding of the customers specific product and technology environment. The CSE will orchestrate reactive and proactive support across Algolia Product Engineering teams as related to a customer’s operation and optimization of Algolia’s products. By maintaining a long-term relationship with their customers, a CSE gains an understanding of the customer’s overall technical environment, usage trends, and pain points - which is used by the CSE to effectively support customers.</div> </div> <div class="section page-centered"> <h3>YOUR ROLE WILL CONSIST OF</h3> <ul> <li>Serve as the primary point of contact, develop and lead the technical relationships for a named set of accounts.</li> <li>Work closely with your account’s Customer Success Manager to ensure the customer’s long term health through a world-class support experience.</li> <li>Manage a diverse and complex scope of support issues across multiple client engagements.</li> <li>Work across the organization and escalate as necessary for confirmation of solutions or other options.</li> <li>Effectively troubleshoot, properly document, and regularly update customer’s support issues.</li> <li>Submit software bug reports to the Engineering team for problems needing attention.</li> <li>Partner with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to your customers.</li> <li>Develop, maintain and present comprehensive case status reports to customers on a regularly scheduled meeting.</li> <li>Proactively identify and work with the customer to resolve technical risks and bottlenecks.</li> <li>Provide guidance on how to optimize the use of their environment.</li> </ul> </div> <div class="section page-centered"> <h3>YOU MIGHT BE A FIT IF YOU HAVE</h3> <ul> <li>Fluent English and German language skills</li> <li>Functional knowledge of at least one programming language such as: JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python</li> <li>Experience with REST API, database management, and web development technologies</li> <li>Strong desire to help people solve problems with the ability to explain complex technical&nbsp;concepts to a broad audience</li> <li>Proficiency in communicating complex technical issues to both technical and non-technical audiences via phone and email channels</li> <li>Excellence in time management, task prioritization, and evaluation of situational urgency</li> <li>Travel to customers' locations may be required</li> </ul> </div> <div class="section page-centered"> <h3>NICE TO HAVE</h3> <ul> <li>Familiarity with iOS &amp; Android platforms.</li> <li>Experience supporting open-source projects &amp; their GitHub communities.</li> <li>Experience with Shopify, Magento, and&nbsp;<a href="http://salesforce.com/">Salesforce.com</a>&nbsp;a plus</li> </ul> </div> <div class="section page-centered"> <h3>WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:</h3> <ul> <li><strong>GRIT</strong>&nbsp;- Problem-solving and perseverance capability in an ever-changing and growing environment</li> <li><strong>TRUST</strong>&nbsp;- Willingness to trust our co-workers and to take ownership</li> <li><strong>CANDOR</strong>&nbsp;- Ability to receive and give constructive feedback</li> <li><strong>CARE</strong>&nbsp;- Genuine care about other team members, our clients and the decisions we make in the company</li> <li><strong>HUMILITY</strong>&nbsp;- Aptitude for learning from others, putting ego aside</li> </ul> </div> <p>#LI-Remote</p> </div><div class="content-conclusion"><p>REMOTE STRATEGY:</p> <p>Algolia’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual’s impact, contribution, and output, over their physical location. Algolia is a high-trust environment and our team members have the autonomy to choose where they want to work and when. We know community comes in many forms and strive to create opportunities for intentional in-person connection in our offices and virtually for our remote colleagues around the world.&nbsp;</p> <p>We have a global presence with physical offices in San Francisco, NYC, Paris, London, Sydney and Bucharest.</p> <p>ABOUT US:</p> <p>Algolia prides itself on being a pioneer and market leader offering an AI Search solution that empowers 17,000+ businesses to compose customer experiences at internet scale that predict what their users want with blazing fast search and web browse experience. Algolia powers more than 30 billion search requests a week – four times more than Microsoft Bing, Yahoo, Baidu, Yandex and DuckDuckGo combined.</p> <p>Algolia is part of a cadre of innovative new companies that are driving the next generation of software development, creating APIs that make developers’ lives easier; solutions that are better than building from scratch and better than having to tweak monolithic SaaS solutions.</p> <p>In 2021, the company closed $150 million in series D funding and quadrupled its post-money valuation of $2.25 billion. Being well capitalized enables Algolia to continue to invest in its market leading platform, to better serve its thousands of customers–including Under Armor, Petsmart, Stripe, Gymshark, and Walgreens, to name just a few.&nbsp;</p> <p>WHO WE'RE LOOKING FOR:</p> <p>We’re looking for talented, passionate people to build the world’s best search &amp; discovery technology. As an ownership-driven company, we seek team members who thrive within an environment based on autonomy and diversity. We're committed to building an inclusive and diverse workplace. We care about each other and the world around us, and embrace talented people regardless of their race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability and socioeconomic background.</p> <p>READY TO APPLY?<br><br>If you share our values and our enthusiasm for building the world’s best search &amp; discovery technology, we’d love to review your application!</p></div>
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