Customer Success Engineer

Summary

Join Tines as a Federal Customer Success Engineer and become a key member of our Customer Success organization, acting as a strong technical expert. You will work closely with customers to onboard them, expand their use of the Tines platform, and deliver production-ready Stories as part of our professional services. This remote role, based in EST (preferably in the DMV area), requires partnering with various teams (Customer Success Management, Project Management, Product, Design, Engineering, Sales, and Marketing) to ensure client success and roadmap alignment. You will also manage relationships, build pipeline, and establish Tines as a thought leader in federal automation. This role reports to the CSE Manager for Federal and East regions.

Requirements

• 10+ years of experience supporting customers from a technical perspective and helping them to be successful in their on-boarding/or implementation of software tools
• 10+ years of experience working with United States Government agencies, either directly or through service providers
• A passion for becoming an expert in a software solution like Tines
• Curiosity to learn new technologies from both a Tines and customer perspective
• Experience reading API docs and using an API to connect tools
• Experience scoping and delivering professional services, or similar engagements
• A degree in computer science and/or experience with programming or scripting languages
• Experience in security tooling and practices
• Passionate about supporting customers and helping them automate their repetitive and manual workflows
• Ability to travel up to 40% primarily in the DMV area

Responsibilities

• Design and Develop Automation Stories in Tines connecting tools together using their APIs
• Work closely with customers while they onboard, grow, and expand their usage of the platform
• Deliver and support Professional Services engagements with our Project Management Team to increase rapid adoption among our customers, going on-site in restricted environments if needed
• Educate customers on best practices in process automation and optimization
• Partner with CSMs for ongoing expansion deal discovery and success plans in existing accounts
• Partner with Federal Sales Engineers, CSMs and Account Executives to build pipeline and presence in the space
• Manage relationship and stakeholder engagement in the federal space
• Work to establish Tines as a thought leader in Automation in the federal space through conference presentations, blogs, webinars, etc
• Communicate customer needs across the organization to ensure that Tines builds the correct roadmap to meet customer needs
• Knowledgeable about how to position Tines against other platforms and the common technical challenges of alert overload, disparate tools, and manual processes
• Recognize problems with documentation, enablement material, and other resources customers use to learn about Tines
• Willing to step in where needed and support multiple teams across the organization: Design, Engineering, Marketing, Sales, etc
• As an early stage start-up we're still putting together all of the processes and supports of larger, more mature companies - your input will help us shape them

Preferred Qualifications

A current TS/SCI clearance

Benefits

$220-250K OTE