Customer Success Engineer

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Safeguard and expand relationships with SaaS and enterprise cloud clients.

• Assist public cloud and enterprise administrators in simplifying and optimizing their data protection frameworks.

• Identify solutions that facilitate smooth and efficient implementation processes.

• Share best practices to enhance adoption and improve platform effectiveness.

• Cultivate trust, transparency, and confidence among customers.

• Build support coalitions across IT and business stakeholders.

• Comprehend customers' technological and business challenges along with their objectives.

• Showcase the value of HYCU and contribute to the development of customer outcome case studies.

• Analyze customer usage relative to their needs and promote increased consumption of HYCU solutions.

• Leverage customer, technical, and product knowledge to deliver technical value, architecture, and successful deployments.

• Engage with customers through social media, phone, digital, and chat channels.

• Keep technical skills and knowledge up-to-date in line with market trends.

• Collaborate with product management, engineering, and account management teams.

• Promote product adoption, enhance customer loyalty, and ensure timely renewals.

• Assess customer understanding of cloud, data protection, and SaaS, and facilitate enablement through partners.

• Achieve and surpass GRR and net recurring revenue objectives by generating customer opportunities.

• Act as a subject matter expert on HYCU's enterprise and public cloud products.

• Ensure customers fully utilize the solutions they have invested in.

⛳️ Requirements

• Bachelor’s Degree in Computer Science or a related field, with over 5 years of experience in technical architecture, consulting/engagement, implementation, design, or technical support.

• More than 4 years of proven experience in SaaS, IT infrastructure, data protection, enterprise cloud, and public cloud settings.

• Previous experience in solution architecture, solution design, or strategic consulting.

• Extensive knowledge of hybrid cloud environments, including IaaS and SaaS.

• Familiarity with at least one or more public cloud platforms.

• Capability to act as a customer advocate and collaborate with internal teams to eliminate obstacles.

• Strong and effective communication skills; ability to clarify technological and business concepts.

• Creative problem-solving skills and strategic thinking abilities.

• Ability to work across functions and engage with all management levels.

• Public cloud certifications like Azure, AWS, or GCP are advantageous.

• B2B SaaS experience is a plus.

• Background in data protection, cloud-native, security, or data storage sectors is beneficial.

• A growth mindset, positive attitude, and a commitment to ensuring customer success.

🏝️ Benefits

• Medical Insurance

• Generous time off

• Career development programs

• Inclusive global culture

• Equity program for all employees