Customer Success Engineer

Customer Success Engineer (CSE)

HYCU is the fastest-growing leader in the multi-cloud data protection as a service industry. By bringing true SaaS-based data backup and recovery to both on-premises and cloud-native environments, the company provides unparalleled data protection, migration, disaster recovery and ransomware protection to thousands of companies worldwide. As an award-winning and recognized visionary in the industry, HYCU solutions eliminate complexity, risk and the high cost of legacy-based solutions, providing data protection simplicity to make the world safer. With an industry-leading NPS score of 91, customers experience frictionless, cost-effective data protection, anywhere, everywhere. HYCU has raised $140M in VC funding to date and is based in Boston, Mass.

As a Customer Success Engineer (CSE), you will be responsible for protecting and growing our SaaS and enterprise cloud customers. You will help Public Cloud and Enterprise administrators dramatically simplify and streamline their entire data protection stack. Identifying solutions to make implementation smooth and efficient, as well as sharing best practices that ease adoption and increase the effectiveness of our platform, are all a part of a typical day for our CSEs.

The successful candidate enjoys helping customers overcome challenges and achieve their business outcomes. You must be able to think critically to solve difficult technical problems and provide solutions that may not be apparent. The CSE must possess a deep understanding of multi-clouds and data protection and be able to communicate clearly and effectively.

Location: Remote, Costa Rica

What You'll Do:

• Be a customer advocate: foster trust, transparency, and confidence with customers
• Build coalition support (IT and business) with customers
• Demonstrate a clear, detailed understanding of the customer's technology and business challenges and goals
• Value creator: Identify and articulate HYCU value through demonstrations of customer centricity and examples and help build case studies with these outcomes
• Consumption: Analyze what customers are using versus needs while driving greater consumption of HYCU solution and increase customer value
• Technical acumen: Apply customer needs, technical knowledge, product knowledge and deliver best technical value/architecture and successful deployments
• Leverage social, phone, digital, chat to effectively reach and engage customers
• Learning ability: Maintain technical skills and knowledge per market trends and collaborate with technical community
• Make sure customer needs are met with constant and close collaboration with product management, engineering, and account management teams
• Help drive product adoption, promote customer loyalty and on-time renewal
• Measure customer knowledge on cloud/data protection/SaaS and help deliver enablement through partners
• Meet and exceed target for GRR and net recurring revenue by creating opportunities with customers through trusted advisor/advocacy
• Be a Subject Matter Expert (SME) on HYCU products (enterprise and public cloud solutions)
• Focus on the following KPIs: ensuring the customer is leveraging the solution they invested in

What We're Looking For:

• Bachelor's Degree in Computer Science or Equivalent with 5+ years in technical architecture, consulting/engagement, implementation and design or technical support
• 4 + years of successful experience in SaaS/IT infrastructure/data protection in enterprise and public cloud, preferably with medium-large customers
• Public cloud certifications are a plus (Azure/AWS/GCP)
• Prior experience in solution architecture and/or solution design or strategic consulting
• In-depth knowledge of Hybrid Cloud environment with IaaS and SaaS environment knowledge of at least one or more public clouds
• Be customer obsessed and be the voice of customer through customer advocacy and work with internal teams to remove any blockers
• Clear and effective communicator. Able to quickly grasp and explain technological and business concepts
• Creative problem-solver and strategic thinker
• Ability to work cross-functionally and converse with all levels of management
• Possess a growth mindset, has a positive outlook, determined to make the customer a successful one

It's Great if You Have:

• B2B SaaS experience
• Experience within data protection, cloud-native, security, data storage industries
• Drive to build with fast-growing SaaS company

Attributes of a Successful HYCUer:

• Strategic thinker who thinks outside the box
• Takes responsibility and ownership for driving successful outcomes
• Team collaborator who can inspire and motivate others
• Hands-on and builders' mentality with an entrepreneurial mindset
• Intellectual curiosity, always open for continuous learning
• Results-driven with a winning attitude

Who We Are:

Our Core Values: Authenticity, Grit and Empathy are at the heart of everything we do at HYCU. All of us at HYCU take ownership in shaping and contributing to our culture. We pride ourselves in developing an inclusive and diverse company that supports our employees and customers to do extraordinary things.

The following is how we approach each Core Value:

• Authenticity – To be authentic means to be who we are and do it well. Focus your energy on being who YOU are. Be true to yourself. Authenticity also extends to our products. Understanding where we are truly the best fit for our customers and when we are not. And finally, authenticity in relationships: ensuring that we are honest and do what we say we're going to do.
• Grit – To win we need to want it. Every team member needs to be able to jump in and help at every turn. Whether it's staying late to help a colleague or customer or finding a better process and making sure it's communicated cross-functionally. You just have to do it and love it…and never stop trying.
• Empathy – We need to care about each other, about our clients, about our business, and about the world around us. That might seem like a tall order, but if we don't live in a constant state of empathy, if we don't strive to truly put ourselves in another person's shoes, we cannot truly serve the market.

"We are at our best when we stay true to our Core Values." ~ Simon Taylor, CEO

What We Offer:

Come work for one of CRN's "Cloud 100 Companies for 2026". At HYCU you'll have the opportunity to build your career with a "Visionary" B2B SaaS company from Gartner's Magic Quadrant for BackUp and Data Protection Platforms. HYCU provides an excellent benefits package including Medical Insurance, generous time off, and more. We offer career development programs and an inclusive global culture. All our employees participate in our equity program.

Equal Opportunity Employer

HYCU is an equal opportunity employer and is committed to providing a workplace free from discrimination and harassment. We do not discriminate on the basis of race, color, religion, religious creed, national origin, ancestry, sex, pregnancy, childbirth or related medical conditions, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, military or veteran status, citizenship status, or any other characteristic protected by applicable federal, state, or local laws.