Customer Success Engineer Job Description
Customer success engineer
provides additional assistance to support, maintain and monitor multiple security technologies, such as vulnerability scanning solutions, IDS/IPS, anti-virus technologies, DLP capabilities, SIEM technologies, web application firewalls, O365 and Cloud technologies (Azure, AWS).
Customer Success Engineer Duties & Responsibilities
To write an effective customer success engineer job description, begin by listing detailed duties, responsibilities and expectations. We have included customer success engineer job description templates that you can modify and use.
Sample responsibilities for this position include:
The questions are about a wide range of topics like Linux, syslog, Web framework logging, Ruby, Rails, PHP, REST/JSON, Python, and Django, plus non-technical topics
Own projects and top customer issues during and after hours
Work closely with the Client Management Team to create relationship with a focus on the mobile and web technology with assigned
Help customers setup and use Papertrail's service via email and text chat
Show a passion for devops tools, Web services, and technology in general
Update and extend Codeship product documentation write documentation for upcoming features
Respond to complex technical issues generated by our Enterprise customers
Assist with customer on-boarding, to ensure successful deployments
Work with Dev to resolve complex customer cases and recommend solution
Provide real-time feedback about product performance, enhancements
Customer Success Engineer Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Success Engineer
List any licenses or certifications required by the position: GPCS, PKI, RHCE, RHCSA, TLS, SSL, HTTPS, TCP/IP, CISSP, CCIE
Education for Customer Success Engineer
Typically a job would require a certain level of education.
Employers hiring for the customer success engineer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Computer Science, Education, Engineering, Business/Management, Technical, Business, Mathematics, Graduate, Project Management, Computer Engineering
Skills for Customer Success Engineer
Desired skills for customer success engineer include:
Linux
AWS
Azure
SIEM
Vulnerability management tools and firewalls
Storage area networks and virtualization technologies
Debugging SIP interoperability issues by analyzing CUCM and CUBE logs
Vertical market business trends and concepts
Basic networking components and concepts
Cloud technologies
Desired experience for customer success engineer includes:
Want to work as part of a team but realize that this job may be remote and you are willing to work from home or a remote office location
Strong application, networking, and infrastructure knowledge
Engage with at least one customer as a Customer Champion to understand the customer’s Pega implementation landscape and strategic technical requirements and convert these into projects / POCs that the team can implement
Participate in early assessment of latest versions of PRPC using customer applications and viewpoint to provide qualitative feedback to product engineering team on improving the product
Understand customer’s pain points with Pega technology and provide feedback to PRPC Engineering and frameworks’ teams
Work as part of a distributed team to design, develop, implement, and maintain high-quality technical solutions ensuring that the functional and technical architecture of the solution match / mimic customers’ implementations of Pega’s products
Customer Success Engineer Examples
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Customer Success Engineer Job Description
Job Description Example
Our company is hiring for a customer success engineer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer success engineer
- Taking ownership of weekly goals, projects, and tasks and managing/coordinating internal resources in pursuit of their completion
- Manage cases and issue resolution from the initial customer report through to solution implementation
- Weekly - Ask the Expert Calls
- Scheduled Topic of Interest
- Open Office Hours
- Drive and represent the client in any and all technical field escalation calls
- Identify and understand overall customer business needs and how those can be solved with visualization workflows
- Develop a "trusted advisor" relationship with customers, business, and technical leaders
- Respond to, record and document customer defect reports
- Work with Product teams to define success metrics for Design Visualization services
Qualifications for customer success engineer
- Gather common feedback across customers and understand the patterns, innovatively design and develop new tools and utilities to cater to those common needs
- 4-6 years’ hands-on experience in all stages of software / product development lifecycle
- Good analytical and reasoning skills with a focus on customer service, success and quality
- Ability to independently handle customer interactions and projects
- Experience in customer facing roles like pre-sales / consulting is a definite plus
- Any experience with BPM, CRM products or workflow based applications is a plus
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Customer Success Engineer Job Description
Job Description Example
Our growing company is looking to fill the role of customer success engineer. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer success engineer
- Design, configure, test, and verify routers, switches, and other network devices for use at the clients’ location(s)
- Manage ad-hoc customer relationships during crisis periods
- Clearly communicate findings to Management and Executives both internally and client facing
- Provide mentorship and support of Customer Success Support teams
- Be an escalation point for the Customer Success Support team
- Stay on top of customer reported issues, regularly communicate with customers, sales account teams and CMBU Product Management and Engineering
- Be able to drive and increase visibility of escalated support issues for CMBU key accounts as needed
- Participate and partner with product development to help define and contribute in the creation of new solutions and tooling based on customer requirements – contribute directly to the delivery of these solutions through scripting, coding, testing, documenting, demonstrating and/or showcasing as part of a team
- Actively Drives value realization
- Identify and develop champions within the customer
Qualifications for customer success engineer
- Proficient in Windows OS, XP, Vista and 7 Windows Server 2003, 2008
- You're a wonderful writer
- Understanding of open-source software libraries such as glib, OpenSSL, Boost, and their associated licensing
- Bachelor or master, in the field of computer science, or economics
- FIS is building a team, and expects to hire various levels of experience, from 0 to 5 years of work experience
- English fluency (spoken and written) is mandatory
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Customer Success Engineer Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer success engineer. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer success engineer
- Develop Dashboards, BTs, work on correlation, alerting
- Ability to setup and test in an emulated/virtual environment, such as
- Daily triage, routing, and prioritization of problem reports and ticket queues
- Quickly identify high severity or blocking issues and escalate to appropriate staff
- Rapidly respond to questions with empathy, urgency, and accuracy
- Be creative, resourceful and innovative to provide workarounds and resolutions
- Analyze trends to find system functional deficiencies, bugs, and performance issues
- Define and execute maintenance stories to halt or minimize problems and waste
- Document detailed knowledge of our support systems and data integrations
- Execute successful strategies for change management
Qualifications for customer success engineer
- General IT proficiency (basic scripting capabilities, basic SQL/XML knowledge)
- Strong experience working with Java or Scala in a professional environment
- Experience with some of the standard front-end technologies like modern HTML, CSS, JavaScript (we use React, jQuery, Backbone.js, and more), REST, JSON
- A deep architectural understanding of web applications
- Creativity, experiment-driven approach, and innovative problem-solving skills
- Outstanding customer service and communications skills with client-facing experience
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Customer Success Engineer Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of customer success engineer. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer success engineer
- Demonstrate independent thinking and decision-making abilities
- Provide real time feedback to the product development team based on onsite visits, field experience, customer interaction,
- Work with Panoramic Insights organization to provide detailed insights on customer reports to ultimately help obtain the greatest benefits for the customers
- Provide in-house technical support to customers, sales, Distributors, field service and operations
- Provide on-site technical support to customers, sales, Distributors and field service
- Field Service deployment as needed
- Enter orders for internal/external customers as needed
- Collaborates with internal implementation consultants, sales account managers, and renewal representatives to develop and execute account plans, and initiate renewal and expansion opportunities to generate new revenue
- Integral participant in the sales cycle, will be joined at the hip with sales managers to formulate account strategies and win deals
- Helps to define, document, and manage to satisfaction the prospect’s success criteria within predetermined timelines
Qualifications for customer success engineer
- Experience in industry verticals
- Understanding of Salesforce.com administration and experience deploying AppExchange apps in both production and sandbox environments
- Hands-on experience with the customization of Salesforce.com modifying/adding fields to standard objects, managing custom objects, and creating reports and dashboards
- Knowledge and experience with when to utilize SDFC Apex and Triggers
- Conceptual understanding of databases, the cloud, and servers
- Must be able to work independently or as a part of a team and must be self-motivated
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Customer Success Engineer Job Description
Job Description Example
Our company is looking for a customer success engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer success engineer
- Provides solution knowledge, deep technical guidance and support
- Occasional travel within assigned territory
- Provides solution knowledge, technical guidance and support
- Act as primary point of contact to assigned set of accounts for all technical issues related to their use of LMS Amesim, LMS Virtual.Lab, or HEEDS
- Conduct technical discussions with customers to collect and understand simulation requirements, propose solutions, and explain benefits of our approach
- Conduct training on introductory and advanced topics in LMS Amesim, LMS Virtual.Lab, or HEEDS
- Perform benchmark simulations and test cases to explore new methods, define best practices and verify results
- Work on multiple projects and support engagements simultaneously
- Collaborate with product management and industry teams to provide input on future product direction, and communicate and demonstrate new software capabilities to customers
- Using current programming languages and technologies, such as Python and BASH, create customer-specific software products, enhancements, and tools, including design, development, and testing/debugging, that would interface with commercial or end-user local, network, or Internet-related customer software applications in their data center environment
Qualifications for customer success engineer
- You understand the startup game and get that things move fast and change often
- College degree or equivalent experience with a minimum of 5 years experience
- Experience with the use and configuration of modern operating systems such as Windows 7, Windows 8, Windows 10 and OS X
- Conceptual understanding of databases, cloud services, and enterprise servers
- Ability to diagnose, research, and resolve internet browser issues including compatibility concerns, security configurations, and plug-in installation and removal
- Basic understanding of networking concepts such as packet capture, firewalls, and TCP/IP