Customer Success Engineer - San Francisco

  • 3 Lone Mountain Terrace, San Francisco, CA 94118, USA
  • Full-time

Company Description

ABOUT OUR FIRM: 

Lightspeed Human Capital Management Inc. is considered a global leader in the recruitment of top Sales, Technical Sales (Pre/Post), Support, Marketing, Product Management and Product Marketing candidates in the Mobile/Technology space. In the past year, the Lightspeed Recruiting team has delivered top level candidates for the clients considered BEST IN CLASS  including award winners – focusing on Wireless, Networking, Security, Archiving, Storage and Mobility worldwide.  Our candidates have repeatedly been the TOP candidates in Sales Achievement, Leadership and Business Excellence. How we do know? Our clients call to Thank Us a Year after placements are made…this is success.

CLIENT INDUSTRY: Security 

REPORTING TO:  Customer Success Manager 

JOB TITLE(s): Customer Success Engineer 

Job Description

Our client has an amazing product, an enthusiastic and happy user base, and is rapidly adding large global enterprise customers. They are seeking to build a world-class Customer Success team and are looking for technical rock stars with a passion for customer service. In your role as a Customer Success Engineer, you will engage with users early in their adoption cycle, ensuring their solutions are built for success, supporting implementation from concept through production, and both following and continually enhancing processes to ensure consistent repeatable excellence across the entire customer base. You will help educate our customers, deploy our solution to meet their business objectives, guide them towards implementation of best practices and provide technical support.

RESPONSIBILITIES: 

  • Ensure success of your assigned customers' deployments - enable them to maximize the value they get from their relationship with our client
  • Develop and deliver technical training
  • Build a multi-media knowledge base for our customers to help accelerate learning and self-enablement
  • First-line responsibility for your own set of customers, including answering customer's technical questions, detailed problem diagnosis, and liaising with engineering for resolution of any product issues
  • Work with product management to help align our product roadmap with the needs of our customers
  • Manage your own time to balance urgent priorities and important long-term tasks, to meet or exceed committed SLAs while ensuring the customer's success in meeting their deployment objectives
  • Maintain systems and processes to ensure consistent delivery across all customers
  • Participation in on-call 24x7 support schedule and be the escalation point of contact for your assigned customers
  • Communicate with customers to establish clear shared objectives and expectations, including managing the quarterly business review process (scheduling, agenda, collating actions, managing follow-up)

Qualifications

  • 5+ years experience with direct operational responsibility for complex software systems (e.g. as a site reliability engineer), or in a customer-facing role working with enterprise customers who were implementing complex software solutions (i.e. you were managing systems for / providing support to highly technical users, not desktop / IT helpdesk)
  • Solid current technical skills & knowledge - you will be able to check off most (if not all) the following:
  • Linux fundamentals and system administration
  • IP networking
  • Private and public VM environments (e.g. OpenStack, AWS, Azure, GCE)
  • Software development/operations (DevOps) experience
  • Network and systems security / SecOps
  • Container environments including orchestration (e.g. Docker, Kubernetes, Mesos)
  • Bachelor's Degree in Computer Science/Computer Engineering/Information Technology or related
  • Analytical and process-oriented mindset
  • Passionate about customer success
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative problem solver, with the ability to inspire others
  • Excellent verbal and written communication and presentation skills
  • Experience in an early-stage startup environment
  • Location: Anywhere in the United States
  • Willingness to travel (mostly nationally, occasional international) as required (total travel <25%).

Additional Information

Lightspeed Human Capital Management Inc. is a global leader in international recruitment services, specializing in Network Optimization, Service Assurance, Security, OSS/BSS, and SDN/NFV within the telecom space.  Lightspeed works with leading clients in the technology sector and is always looking for exceptional candidates searching for their next opportunity. If this sounds like you, connect with us on LinkedIn, follow us on Twitter @talentxfactor, and visit our website www.talentxfactor.com.