Customer Success Engineer

Job Title:

Senior Customer Success Engineer

Role Overview:

You will provide technical support to both internal and external customers for a wide variety of issues. You will be facilitating a resolution for all technical issues leveraging Engineering teams as needed.

What You Will Do:

• Work complex issues and interface with Engineering to create and deliver solutions
• Proactively communicate emerging issues to CS Engineering, Sales Engineering, and Professional Services Teams
• Mentor CS Engineers by providing technical and customer-relationship direction
• Author and approve knowledge base articles and technical notes to expedite issue resolution for internal and external customers
• Create and maintain troubleshooting trees for legacy products
• Create instructor-led product and general technical training for internal and external global audiences for both formal and informal settings
• Conduct case scrub meetings to focus on reducing support backlog and facilitate learning
• Work directly with customers as needed to facilitate resolution of the most complex and critical issues
• Collaborate and communicate with Sales and all other internal relationship management groups to improve the customer experience
• Conduct remote sessions and onsite visits with customers as required
• Submit product defects as required
• Identify potential product/process weakness, research potential fixes with relevant internal teams and management
• Participate in testing new product builds and releases

About You:

• University degree or equivalent experience
• 3+ years of experience in technical support in a Saas company
• 1+ years mentoring and training others
• Ability to communicate complicated issues at multiple levels, adjusting in style and content to recognize the differing needs of customer audience
• Strong customer service skills and experience supporting customers in large global environments
• Ability to build a strong rapport and gain confidence with customers with both technical and engagement skills
• Strong coaching skills on technical concepts and application as well as customer relationship building
• Demonstrated thirst for learning and the ability to retain and build upon knowledge and experience
• Proven experience in creating and facilitating quality instructor-led training and ability to adjust to technical level
• Strong interpersonal and communication skills to successfully train users in applications and operating system fundamentals and writing basic documentation
• Excellent time management and troubleshooting skills
• Highly Proficient in Microsoft and Linux Operating Systems, comfortable working at CLI and having Administration experience
• Experience of in-depth Log Analysis using command line tools
• Advanced knowledge of networking technologies, internetworking devices, and protocols
• Intermediate level knowledge of Firewall, VPN, IDS and related network security design and implementation
• Must have US Citizenship (For US based Engineers ONLY)

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Pension and Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.