Customer Success Engineer/Linux

Our client is searching for a Customer Success Engineer (CSE) to support a major customer account, providing post-sales technical product support, best practice guidance, and engineering support. Position is contract to perm and is 100% remote. Some limited travel may be required.

In this role, the CSE will oversee the ongoing Support & Services of a designated account(s).

Responsibilities:

• Serving as the primary customer liaison; working with cross-functional teams to meet the customer s needs.
• Ownership of the progression of technical support cases and customer inquiries relative to our client s Video and Broadband Solutions and Content Delivery and Storage.
• Coordinating and tracking change requests between the Customer, Product Management, Technical Support, and R&D.
• The CSE is responsible for tool innovation and automation in accordance with the company and customer needs.
• Debug technical issues, and escalate issues as needed while engaging additional resources to progress issue resolution.
• The ideal candidate is a collaborative and articulate individual that has experience providing technical support for the customer s platforms and is motivated by maximizing customer success and outcomes. This person should demonstrate the ability to develop and maintain strong relationships with key customer personnel, serving as the customer s primary advocate, technical support engineer, and service-related communication points.

Duties include (but are not limited to):

• Work as a technical account team member, providing incident management and customer problem resolution.
• Troubleshoot issues and collaborate with Engineering (as required) to provide solutions.
• Team up with the account team to onboard and support our customers.
• Assist in customer installs and integrations.
• Provide technical guidance and best practices as the subject matter expert in our product.
• Help write and maintain our internal and external knowledge base.
• Advocate customer needs/issues cross-departmentally.
• Actively engages with the Customer Account Team to understand customer needs, strategy, and direction of sales.
• Proactively engages with the customer to build relationships and gain knowledge of upcoming direction. Serves as a customer escalation point to address critical field issue resolution including management of resolution efforts, resources, communication with the sales team and customer, and recommendation with a focus on restoring customer s system integrity and confidence in our client s ability to provide industry-leading support.
• Leads team in analysis of customer service requirements and the proposal of existing/new services and services models. Drives efforts intended to provide optimal customer platform performance/efficiency while maintaining minimal downtime. Focused on overall improvement in customer experience.
• Maintains contact with customers regarding future direction and adopts new Services Business program, plan & direction to improve upon Product, Tech Support, Professional Services, Training and System Turn-up, Commissioning, and Acceptance areas.
• Strives to improve the overall efficiency of operations and processes.
• Prepares, clear, sound, accurate, and informative incident reports, resolution plans, root cause analysis, and recommendations.

Requirements

• Bachelor's Degree in Computer Science, Computer Engineering, or other technical field or equivalent work experience. Advanced Degrees and Additional Training are beneficial.
• PMP Certification required, CSM preferred.
• Strong Linux skills are essential.
• Strong video networking skills.
• Knowledge of MSO customer operations processes/procedures.
• 10 plus years of experience as a technical support/escalation resource for enterprises in a similar or related field
• Experience implementing software solutions for enterprise customers.
• Significant experience working with Linux OS.
• Ability to troubleshoot networking issues that may prevent communication between different components.
• Excellent customer-facing skills and interest in working with customers onsite and remotely.
• Hands-on experience with Docker, and traditional software deployment methods
• Used monitoring tools.
• Knowledge of CRM systems (Salesforce, Jira, Confluence)