Remote Customer Success Engineer - II - R-22051

Description:

• The Customer Success Engineer serves as a single point of contact for technical consultation for a designated customer base.
• This role provides consulting services to customers, developing technical, tactical, and strategic plans related to systems definition and feasibility determination.
• The engineer proposes and implements system enhancements, assessing the compatibility and integration of products/services to ensure an integrated architecture across interdependent technologies.
• The position includes providing escalation coverage for the dedicated customer base.
• The engineer is responsible for adhering to company security policies and procedures, as well as any other relevant policies and standards as directed.
• Collaboration with implementation teams for assigned customers' new builds is a key responsibility.
• The role involves creating customer technical documentation, including environment runbooks, AMGs and DMGs, architecture diagrams, and post-sales high-level design as part of the implementation process.
• Participation and collaboration with Customer Success Managers (CSMs) at ASRs, QBRs, MSRs, and the creation and implementation of churn mitigation strategies are required.
• The engineer must be informed on all technical support activities for assigned customers, including maintenance planning/execution, disaster recovery testing, and security and compliance auditing.
• Responsibilities also include operational health activities such as capacity management, performance review, operational review, risk identification and remediation, and assistance with technical migrations and customer environment documentation.
• The engineer may lead technical projects with manageable risk that improve customer experience.
• P1 technical support, including 24 x 7 on-call support as required, is part of the role.

Requirements:

• A working knowledge and experience in the job discipline is required, with a focus on broadening capabilities.
• The candidate should continue to build knowledge of the company, processes, and customers.
• The role involves performing a range of assignments related to the job discipline.
• The engineer must use prescribed guidelines or processes in analyzing situations.
• A moderate level of guidance and direction is expected in this position.

Benefits:

• The position offers opportunities for professional growth and development within the company.
• Employees may benefit from a collaborative work environment that encourages teamwork and innovation.
• The role includes access to company resources and support for technical projects that enhance customer experience.
• The company provides a comprehensive benefits package, which may include health insurance, retirement plans, and other employee perks.