Customer Success Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the technical relationship for enterprise clients from initial kickoff to complete platform adoption, focusing on account health and adoption as key success indicators.

• Set up and implement monitoring, alerting, and automation policies directly within client environments.

• Configure and fine-tune systems across monitoring and RMM tools, demonstrating true hands-on expertise rather than superficial knowledge.

• Diagnose network, security, and infrastructure problems alongside clients with efficiency and accuracy.

• Develop and automate technical workflows and integrations to minimize manual effort and accelerate time to value.

• Serve as the technical liaison between clients and CommandLink's product team, actively listening to requests, assessing technical feasibility, and relaying that feedback for product enhancements.

• Create and continually improve a standardized technical onboarding playbook that can be scaled across the customer base.

• Assist in renewal and expansion discussions with strong technical credibility, without being responsible for a sales quota.

• Occasionally provide technical support during new-business sales calls when infrastructure expertise is necessary to advance a deal.

• Collaborate with solutions engineering and product teams to ensure customer feedback informs the future direction of the platform.

• Take on additional responsibilities and projects as needed to promote the success of the team and organization.

⛳️ Requirements

• A minimum of 3 years, preferably 5+ years, in a hands-on technical position at an MSP or as a corporate IT administrator.

• Direct, practical experience with scripting, server administration, and network deployment, including firewalls.

• Proven hands-on experience with monitoring and RMM platforms such as SolarWinds, Auvik, Dynatrace, or Kaseya.

• Demonstrated capability to configure, troubleshoot, and resolve technical issues independently instead of escalating them.

• Excellent communication skills with the ability to convey technical details to both clients and internal product teams.

• Comfortable navigating security, network, and alerting concepts fluently enough that clients regard you as a technical authority.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision coverage for full-time employees.

• Flexible time off policy.

• 401k plan to assist you in saving for the future.

• Engaging events at exciting locations.

• Complimentary DoorDash lunches on Fridays.

• Employee referral bonuses to incentivize the addition of exceptional new team members.