Customer Success Engineer

Summary

Join Catchpoint's Value Engineering Team as a customer-obsessed problem solver and trusted partner to global clients. Guide customers toward success by deeply understanding their needs and providing observability analysis. Shape customer experiences and company success while collaborating with top professionals. Responsibilities include onboarding clients, prioritizing tasks, educating clients on product features, identifying usage gaps, building customer relationships, creating content, traveling to customer locations, researching internet events, continuous learning, collaborating with engineering teams, working with product management, and contributing to client renewals. The role requires 4-7 years of customer-facing experience, understanding of web technologies, familiarity with integration tools, basic TCP/IP knowledge, analytical skills, excellent communication skills, and a Bachelor's degree.

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.)
• 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

Preferred Qualifications

Knowledge of the web-performance industry is a plus