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Robin Chunyen Chen
A 5+ year experienced FAE/CSE in the SaaS and IoT industry looking for opportunities of CSE based but with programming related or pre-sales roles as well as CSE manager. Feel free to reach out if you happen to hunt the one.
Taipei, Taiwan
Education
成功大學 NCKU
Systems and Naval Mechatronic Engineering • 2011 - 2015
B.S.
Poznan University of Technology
Product Engineering • 2015 - 2015
Exchange student program
Work Experience
Customer Success Engineer
Linc 美商連科 • September 2021 - Present
The mission of Linc Customer Success Engineer(CSE) is to onboard clients and retain them with us. To achieve the goal, our team provide efficient and helpful technical support for clients who are in trouble using/integrating with Linc's products/service. However, Robin has extra missions on top of that - first, the middleman between US CSEs and Taiwan Developers, and second, the integration role of transferring knowledge of different product lines between CSE members who originally were only experts at just a single product.
- Customer Onboarding
- Providing technical documents to clients and removing obstacles in front of our system integration.
- Technical Support
- Mostly email support via SFDC.
- Often asked questions are API call failures, webhook related, html, carrier integration, etc.
- Middleman Between US-Taiwan Offices
- Due to language barriers and timezone differences, US CSEs sometimes have difficulties working well or not efficiently with Taiwan developers. In this case, Robin will collect needs and questions from each end, sort them out, and then report the solutions to associated parties.
- Product Lines Integration
- Before Robin joined Linc, CSE tended to be an expert on a single Linc product, but this had caused some risks where the team could not function efficiently while an expert was out. Therefore, I am working on changing the situation by being the first person working with cross products and am transferring each product's knowledge to the team by updating technical docs and hosting lectures/meetings.
- Often used tools
Slack, Asana, Saleforce, Kibana, Datadog, Mysql, Mongodb, Python, Bash, HTML, CSS, Postman, AWS, Github, Shopify, Sendgrid, Jenkins.
Projects
Python x Selenium
GDPR Request Helper
This script offers a chance for the team to multitask while working on the tedious GDPR requests which normally take 15 min human resources each. However, with this script, no matter how many requests come, they all take 15 min of human work.
Custom Demo Store
Setup Accelerator
Custom Demo Store is used for showing how powerful Linc can do for potential Ecommerce partners. However, it's such a pain for CSEs who are the ones setting up the demo stores. Normally, it takes 3hr to build a demo store from scratch. With this script, only 15 min!
FAE
Umbo Computer Vision 盾心科技 • May 2018 - August 2021
- Customer Onboarding
- Remote/on-site training for customers in Australia, Taiwan, Japan, USA, Singapore, South Africa, Thailand, etc
- The training educates the customer on Umbo's own products and the integration with other 3rd party services, such as RTSP, SMTP, Webhook, Sureview, Manitou, etc.
- Technical Support
- Text support via Zendesk
- Hardware/AI issue investigation, report, and debug
- AI performance improvement
- Suggestion for Umbo's products on a potential site
- Feature request evaluation
- Internal Tasks
- Documenting by Confluence
- Editing user manuals
- Managing cross-team tasks by Jira, Asana, Trello, etc
- On-site Support
- Suggestion for Umbo's products on a potential site
- Meetings for integration features
- Show and Demo
- Often used tools
- Python, MongoDB, NewRelic, Kibana, Metabase, Grafana, Zoom, Slack, Google apps
Projects
One-button notification to LINE chat
This script sends a notification to a Slack channel when a user reports a false alarm on Umbo's portal. Then Umbots can forward this slack notification to a LINE channel to escalate the issue if needed by simply clicking a button created by Slack API.
Photo to Google Drive Uploader
This script collects photos on AWS and then uploads them to a Google Drive folder in a certain order so that the customer can get the photos easily for making timelapse videos it needs.
