Customer Success Engineer Job Description

Customer Success Engineer Job Description Template

Our company is looking for a Customer Success Engineer to join our team.

Clearly and concisely document all customer interaction and all steps taken to resolve incidents;
Work collaboratively with project manager and project team to deliver projects on time, on budget, on schedule;
Take ownership of and follow-through with all priority customer incidents;
Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents;
Day-to-day issue resolution and support for a variety of business systems, departments and tools;
Use professional concepts and company objectives to resolve complex issues in creative and effective ways;
Exercises judgement in selecting methods, techniques and evaluation criteria for obtaining results;
Determine methods and procedures on new assignments;
Manage assigned escalated tickets from inquiry to resolution;
Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors;
Participate in team-based resolution and cross-training for information sharing;
Networks with key contacts outside own area of expertise;
Work with Services and R&D to expedite incident resolution and ensure seamless delivery of support service to customers;
Effectively work on multiple projects simultaneously;
May be required to design solutions and prepare design specifications.

Compliance with ITAR/Export Control regulations, which can be demonstrated by US citizenship;
Ability to work across peer group to resolve technical/design issues;
Demonstrated ability to prioritize and execute tasks that lead to a successful customer experience;
Experience in agile/iterative software delivery methodologies;
A good understanding of Web development with technologies such as Javascript, node.jsand html;
The ability to work alone or as part of a team maintaining a low ego with a sense of urgency;
Bachelor’s Degree is required, with a science or engineering focus;
Engagement with developers, business analysts, and IT confidently and succinctly and understand how they want to work with data;
A “quick on your feet” nimbleness and the ability to answer “how-to” questions on the fly;
Comfortable writing API integrations and working with a variety of technologies in a dynamic customer environment;
The ability to travel worldwide (though travel is not expected to exceed 15% of total time, typically one trip per month);
Bachelor Degree or Masters Degree in Computer Science or related discipline OR equivalent experience;
Analytics – experience with technology evaluation, large data analysis, search techniques, and technical document review;
7+ years customer support experience in the computer network security industry;
Master’s degree preferred.