Customer success engineer

About the role:
As a member of the Customer Success team you will act as a champion for Kong customers. You will function as the primary post-sales point of contact for all technical, product and support questions on a day-to-day basis. In addition you will help establish, implement and run processes and projects that help deliver successful adoption of Kong products. In this role you will have the opportunity to interface with everyone in the customer environment from Developers to Executives and represent our values every day, as well as allow you to understand their business, operational, and technical needs to help them achieve the greatest value from Kong.

What you'll be doing:
Engage with customers primarily through inbound requests
Support onboarding new customers by validating and identifying their needs, key project timelines, potential challenges and risk factors
Drive adoption and implementation of Kong product features by leading hands-on product demonstrations and technical workshop sessions
Periodic review of Kong implementation through health checks
Understand, advocate and document customers use case, architecture and roadmap
Work with customers to explore new use-cases and expand Kongs API platform usage
Build active and meaningful relationships with customers, and emerge as their trusted technical advisor and a partner
Participate in renewal or expansion discussions when looped in by Sales or Renewal teams for technical input
Effectively manage the tracking and resolution of customer escalations on behalf of product and services
Manage customer accounts with Kongs customer maturity model framework
And any additional tasks required by manager

What you'll bring:
3-5 years of hands-on implementation experience with API gateway and/or API integrations in customer environments
Excellent communication skills and an ability to concisely articulate complex technical issues and solutions
Practical working knowledge of APIs and microservices architectures
Previous experience with Kubernetes, and Cloud technologies (AWS, GCP, Azure)
Storytelling with data to articulate business value realized though Kong products
Strong collaboration and teamwork with cross functional teams (Sales, Product, Engineering, Marketing, Support, etc.) to represent the voice of the customer.
Strong desire to tackle hard technical problems and proven ability do so with little or no direct daily supervision
Experience managing multiple projects at a time while focusing on attention to detail and deliver results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention