Customer Success Engineers serve as the trusted technical advisors for our customers being a critical intersection of technical expertise and a focus on customer value. They create value, offer advice, and grow accounts. A Customer Success Engineer must lead technical discussions with Dev Ops , SRE and Sec Ops. The goal is to help our customers to become successful and enthusiastic champions.
The main responsibility of a success engineer is to provide answers, share standard methodologies, onboard and solve technical issues that our customers are facing. Success Engineers also spend time improving documentation, building scalable resources and finding ways to more effectively and when possible proactively resolve customer questions. All of which in partnership with our internal Sales, Marketing, Field Engineering and Product Management.
Your responsibilities
The impact you will have:
You will manage the onboarding process for new customers and own a proactive approach to drive customer satisfaction and experience.
Drive customer adoption, loyalty and expansion
Provide critical insights to the product team as a means to improve our developing platform.
Maintain customer health and introduce new, valuable features as they become relevant on the customer journey
Educate champions and their teams on the value of our product, and help uncover use cases before they become emergencies.
Build relationships with executive decision-makers.
Generate trust and credibility at multiple levels in existing accounts after purchase and through the sales cycle.
Work cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing.
Requirements: 2+ years of proven experience in SecOps and/or
Minimum of 3 years of experience working in customer-facing technical roles (in Customer Success, Technical Account Manager, professional service, Consulting or related discipline)
Experience working with sophisticated clients on a technical product, bonus points if it was enterprise software in a related industry
Ability to effectively communicate technical concepts and identify patterns in customer experience
Strong commitment to learning the ins and outs of a complicated technical product
Advantage to knowledge in the following topics:
Cloud services (AWS, GCP, Azure)
Programming languages and scripting (Java Script/Python/Bash/Powershell)
Networking (TCP, UDP, REST API, SSL/TLS)
Containers (Docker, Kubernetes)
This position is open to all candidates.
