Strategic Customer Success Engineer

Summary

Join Fingerprint, a leading fraud detection company, as a Strategic Customer Success Engineer. In this role, you will be the technical expert for our enterprise clients, ensuring they maximize the value of our products. You will collaborate with various teams to deliver tailored solutions and drive product adoption. Your responsibilities include technical onboarding, ongoing support, customer advocacy, training, and gathering feedback. This position requires strong technical skills, experience in customer success, and excellent communication abilities. Fingerprint is a 100% remote company with a strong open-source focus.

Requirements

• 5+ years of experience in a customer success, technical support, or solutions engineering role, preferably within a SaaS or enterprise software environment with a focus on large accounts
• Strong technical acumen with experience in JavaScript, with a demonstrated ability to create and maintain automation scripts, RESTful architecture, SQL and web services
• Exceptional troubleshooting skills with the ability to diagnose and resolve complex technical issues independently
• Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical stakeholders
• Demonstrated ability to understand customer needs and deliver solutions that drive success
• Proven ability to work cross-functionally with sales, product, and engineering teams to achieve common goals

Responsibilities

• Act as the primary technical resource for our customers, providing expert guidance on the deployment, integration, and optimization of our products
• Lead the technical onboarding process for new strategic customers, ensuring a smooth and efficient setup that meets their specific requirements and goals
• Provide ongoing technical support and troubleshooting to enterprise clients, addressing their concerns promptly and effectively
• Serve as the voice of the customer within the company, advocating for their needs and working with internal teams to ensure customer satisfaction
• Work closely with customers to drive product adoption, ensuring they fully leverage our solutions to meet their business goals
• Conduct training sessions and workshops to educate customers on best practices and new features, empowering them to use our products effectively
• Gather customer feedback on product performance and feature requests, collaborating with the product team to influence the product roadmap
• Build and maintain strong relationships with key stakeholders within enterprise accounts, acting as a trusted advisor and partner
• Monitor customer health metrics, usage data, and satisfaction levels, providing regular reports to internal teams and clients

Preferred Qualifications

• Knowledge of cloud computing, APIs, and enterprise-level integrations
• Bachelor’s degree in Computer Science, Engineering, or a related field

Benefits

100% remote work