Customer Success Engineers are the primary technical resource for CS activities. As such, the Customer Success Engineer must have the ability to articulate technology and product aspects to both business and technical users. The individual must be able to establish and maintain strong client relationships throughout the life cycle of Data Secure Service and must be able to identify all technical issues of assigned accounts to assure complete customer satisfaction throughout the contract which leads into the renewal and up-sell opportunities.

Requirements:

Understanding of web technologies - HTML, CSS, JavaScript, AJAX etc

Working knowledge of TCP/IP protocols (IPv4/v6, ICMP, TCP, UDP, HTTPs, DNS, BGP etc.)

Strong understanding of networking concepts.

Strong understanding of network components Load Balancers, Firewalls etc.

Technical knowledge with emphasis in the web performance industry

Good analytical and problem-solving abilities

Priority for anybody with CDN, SDWAN, Security background

Enterprise Infrastructure related experience.

2+ years of work experience in a client services environment

Self-motivated, detail oriented and organized

Exceptional verbal and written communication skills

Experience presenting in front of large audience

Ability to work independently and as a team member

Flexible to travel and working in shifts.

Responsibilities:

Participate in on-boarding process and help client(s) get started while following best practices for effective performance monitoring.

Educate client about product features and capabilities during the on-boarding process and the retention cycle.

Identify client usage/adoption gaps as opportunities to educate the client and assist in the up-sell process alongside Sales & Client Success.

Build client relationships by assisting with client account administration, review and education, as dictated by post-sale client process.

Contribute actively to knowledge base, blog and other product related documentation.

Travel to build relationships, and educate, as needed.

Research, analyze, and resolve customer issues and questions.

Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

Collaborate with engineering in identifying product defects, designing solutions, and testing.

Work closely with product management in identifying customer needs and requirements, and validate future feature designs.

Work Closely with Technical Support Team and Customer Success Management Team to ensure that client has his concerns addressed.

This role is a key driver for client renewal and up-sell.

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