Customer Success Engineer - II

Summary

Join our team as a Customer Success Engineer II and serve as the primary technical consultant for a designated customer base. You will provide consulting services, developing technical, tactical, and strategic plans for system definition and feasibility. Responsibilities include proposing and implementing system enhancements, ensuring compatibility and integration across technologies. You will also provide escalation coverage and adhere to company security policies. This role requires collaboration with implementation teams, creation of technical documentation, and participation in customer meetings. Furthermore, you will monitor technical support activities and maintain operational health, including capacity management and risk mitigation. You may lead technical projects to improve customer experience and provide 24/7 on-call support as needed.

Requirements

• Requires working knowledge and experience in own job discipline and broadens capabilities
• Continues to build knowledge of the company, processes and customers
• Performs a range of assignments related to job discipline
• Uses prescribed guidelines or processes in analyzing situations
• Receives a moderate level of guidance and direction

Responsibilities

• Serve as a single point of contact for technical consultation, for a designated customer base
• Provides consulting service to customers, developing technical, tactical and strategic plans, related to systems definition and feasibility determination
• Proposes and implements system enhancements, assessing the compatibility and integration of products/services proposed to ensure an integrated architecture across interdependent technologies
• Provides escalation coverage for dedicated customer base
• Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed
• Responsible for collaboration with implementation teams with your assigned customers new builds
• Responsible for customer technical documentation: environment runbooks; AMGs and DMGs; architecture diagrams; post sales high level design as part of implementation process
• Responsible for participation and collaboration with CSMs at; ASRs; QBRs; MSRs; creation and implementation of churn mitigation strategies; implementation calls for assigned customers
• Informed on all technical support activities for assigned customers, including maintenance planning/execution, disaster recovery testing, security and compliance auditing
• Responsible for operational health activities: capacity management, performance review, operational review, risk identification and remediation, assistance with technical migrations and customer environment documentation
• Other Incidental tasks related to the job, as necessary
• May lead technical projects with manageable risk, that improve customer experience
• P1 technical support including 24 x 7 on call as required