Senior Customer Success Engineer

Job Summary

As a Senior Customer Success Engineer, you will serve as the primary post-sales technical point of contact, bridging business strategy and technical execution. You will build internal processes and automated workflows to ensure maximum ROI for every customer. This technical-first hybrid role blends the analytical rigor of Strategy Operations with hands-on engineering execution to solve complex hurdles for top-tier clients.

Key Responsibilities

• Execute technical tasks and configure features to accelerate customer time-to-value.
• Lead targeted deployment sprints and provide ongoing prescriptive guidance post-Professional Services.
• Design and optimize the Customer Success Stack to automate low-touch tasks and flag churn signals.
• Build standardized playbooks for onboarding, migration, and expansion workflows.
• Define and track KPIs including Net Retention Rate, Time-to-Value, and Product Adoption Scores.
• Act as a strategic technical advisor to influence C-suite executives and drive business value.
• Partner with Account Teams to lead the technical narrative during Quarterly Business Reviews.
• Collaborate with Engineering, TAC, and Product teams to navigate and resolve complex product issues.
• Operate independently to authorize risk mitigation and manage accounts regressing in health status.

Qualifications

Required Qualifications

• Minimum of 7 years of industry experience in Customer Success Engineering, Technical Account Management, or similar roles supporting enterprise networks.
• Minimum of 5 years of hands-on experience designing, deploying, and managing large enterprise networks in real-time.
• Advanced knowledge of the complete SASE ecosystem, including SD-WAN, ZTNA, SWG, FWaaS, CASB, DLP, and BGP.
• Proven understanding of the Security/Attack Life Cycle and experience using security products to prevent data breaches.
• Strong experience with SQL and data visualization tools such as Tableau, Looker, or Snowflake.
• Familiarity with CRM/CS platforms like Salesforce or Gainsight.
• Advanced understanding of TCP/IP, SSL/IPSec VPNs, PKI, and troubleshooting tools like tcpdump and Wireshark.
• Detailed understanding of NOC/SOC operational requirements and Sandboxing technologies.
• Proven ability to embrace AI and create automation to streamline workflows and drive efficiencies.

Preferred Qualifications

• SSE, PCNSE, CCNP, CCSP, and CISSP certifications are highly preferred.
• Track record of proactively uncovering and driving expansion opportunities through customer education.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.