Customer Success Engineer

Summary

Join Mezmo, a leading observability platform, as a Customer Success Engineer (CSE). As a CSE, you will be the key link between Mezmo's technical solutions and our customers, ensuring they achieve maximum value from our platform. You will guide customers through onboarding, implementation, and optimization, while also identifying opportunities for expansion and revenue growth. This role requires a blend of technical expertise, customer service, and sales acumen. You will collaborate with sales and product teams, providing technical demonstrations, addressing customer needs, and relaying feedback. Mezmo offers a remote-first work environment with competitive compensation and comprehensive benefits.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Mathematics, or Information Systems
• 3+ years of experience in a technical support, developer, or site reliability engineer role
• Practical hands-on experience using an observability tool (like Splunk, Datadog, ELK, etc.) and analyzing observability related data
• Hands-on experience configuring and managing a VPC in a major cloud provider (AWS, Azure, GCP)
• Excellent communication, presentation, and relationship-building skills, particularly when evangelizing your product value
• A customer-first mindset with a desire for solving problems and delivering value
• Passion for collaborating cross-functionally to solve business and technical problems

Responsibilities

• Develop deep expertise in the Mezmo platform to provide ongoing support and recommendations to help prospects and customers achieve their goals
• Develop a deep understanding of customer business, use cases, and outcomes to guide their success with Mezmo’s platform
• Effectively map prospect and customer needs and challenges to Mezmo’s solutions and value
• Guide prospects through evaluations and trials and new customers through the onboarding process to ensure smooth adoption and understanding of Mezmo solutions
• Collaborate with the sales team to deliver technical product demonstrations and proof of value (POV) projects to validate solutions for prospective customers
• Identify opportunities to introduce additional features, services, or products that align with customer needs
• Assist customers in integrating the Mezmo solutions with their existing systems and workflows
• Act as the voice of the customer into Mezmo, documenting new customer use cases and relaying feedback to product and development teams
• Proactively monitor customer health metrics to ensure long-term satisfaction and retention
• Develop strong relationships with key stakeholders, acting as a trusted advisor
• Partner with the sales team to secure contract renewals by ensuring customers see continued value in our solutions
• Identify and support expansion opportunities within existing accounts
• Provide insights into customer pain points and success stories to refine sales strategies

Preferred Qualifications

• Development experience in Java, Javascript, Node, Python, or Ruby
• Practical experience monitoring, troubleshooting and working with multiple observability data types like logs, metrics and traces
• Certification from a public cloud provider (AWS, Azure, GCP)
• Understanding of the observability ecosystem and competitors
• Experience in a SaaS or technology-driven organization
• Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight)
• Prior experience in a sales engineering or technical sales role is a plus
• Experience analyzing technical operations, business data, and using data analysis tools (spreadsheets, BI tools, etc)

Benefits

• Receive competitive compensation
• 100% healthcare coverage for you and your family
• 100% dental coverage for you and your family
• 100% vision coverage for you and your family
• Flexible time off
• One company-wide mental health day off per month in addition to all nationally recognized holidays
• $600 annual remote work expense reimbursement in addition to hardware setup provided by the company
• This is a full-time remote opportunity