Remote Customer Success Engineer

Summary

Join Catchpoint as a customer-obsessed, highly motivated problem solver to join our Value Engineering Team. As a Value Engineer, you will be more than just a technical wizard—you will be a trusted partner to our global customers, guiding them toward success.

Requirements

• 4-7 years of experience in a customer facing/ technical consulting role
• Understanding of web and internet technologies
• Familiarity with common Integration tools used in Synthetic, APM industry and understand (deployment, maintenance, debugging) using REST APIs and Webhook
• Basic Knowledge of TCP/IP protocols (IPv4/v6, ICMP, TCP, UDP, HTTP’s, DNS, BGP etc.)
• Knowledge of the web-performance industry is a plus
• Good analytical and triaging / data triangulation abilities
• Self-motivated, detail-oriented, organized, and the ability to work independently
• Exceptional verbal and written communication skills including experience presenting in front of a large audience
• Bachelor’s degree in Engineering / BCA / MCA / BSC / MSC

Responsibilities

• Onboarding Excellence: Dive into the onboarding process, ensuring our customers are set up for success. Follow best practices for effective performance monitoring
• Juggler Extraordinaire: Prioritize, multitask, and thrive under pressure. Your mission? Drive successful customer engagements and outcomes
• Product Guru: Educate clients about our product features and capabilities throughout their contract lifecycle. Be their go-to source of knowledge
• Spot the Gaps: Identify client usage and adoption gaps. These are not hurdles; they are opportunities! Collaborate with Sales and Client Success Managers to drive the up-sell motion
• Relationship Builder: Assist with account education and building customer champions. Post-sale, you will be the friendly face our customers rely on
• Content Creator: Contribute actively to customer case studies, knowledge base articles, blogs, and webinars. Share your insights far and wide!
• Jetsetter: Travel to customer locations when needed. Build relationships, educate, and spread the Catchpoint magic
• Tech Detective: Research and analyze internet-related events impacting customer applications
• Lifelong Learner: Stay sharp! Attend workshops, read professional publications, and network with fellow experts
• Team Player: Collaborate with engineering teams. Identify product opportunities and help design solutions
• Customer Whisperer: Work closely with product management. Understand customer needs, validate future feature designs, and ensure delight
• Renewal Rockstar: Contribute to client renewals and up-sell opportunities. You are not just helping close deals; you are building lasting partnerships