Customer Success Engineer

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

📋 Description

• Collaborate with the worldwide Customer Success Engineering team, with the Director of Customer Success Engineers serving as the main contact for Irisity.

• Offer technical presales support, solution guidance, deployment assistance, partner enablement, and coordination of escalations.

• Partner with Sales to assist integrators, consultants, end customers, and distributors.

• Educate partners and enhance Irisity analytics knowledge and deployments within Brazil.

• Conduct presentations, demonstrations, proofs of concept, and RFQ/bid proposals for partners and customers.

• Evaluate customer requirements and suggest scalable, secure, and maintainable video analytics solutions.

• Support renewals and growth by showcasing customer value and insights.

• Empower partners with training, documentation, reference architecture, and deployment assistance.

• Address complex opportunities and customer risks while fostering partner self-sufficiency.

• Maintain a dotted-line responsibility for Tier 1 cases and coordinate high-priority escalations.

• Manage technical relationships with channel partners and end customers from onboarding through adoption, renewal, and growth.

• Keep success plans updated and regularly review customer health, adoption, and outcomes.

• Act as a technical advocate for customers and coordinate internal resources.

⛳️ Requirements

• Located in Brazil, preferably in São Paulo.

• Native Portuguese speaker.

• Professional proficiency in both written and spoken English.

• Ideally possess over 5 years of experience in video analytics, video surveillance, VMS, or a comparable technical field.

• Familiarity with VMS integrations, cloud technologies, networking, server management, storage, and camera infrastructure.

• Practical experience deploying and supporting applications on CNCF-conformant Kubernetes.

• Administration-level Linux expertise, ideally with Ubuntu 22.04 and/or RHEL 7.9.

• Understanding of filesystems, command-line administration, permissions, user management, sudo, and networking.

• Strong knowledge of hardware architecture and sizing for video analytics deployments.

• Experience with Kubernetes management, as well as logging and monitoring tools such as Rancher, KubeSphere, Elasticsearch, and Kibana.

• Operational experience managing technical customer and partner relationships throughout onboarding, adoption, operational support, and escalations in Brazil’s security or technology sector.

• Strong practical skills with general-purpose AI tools, including opportunity and bid qualification, technical writing, advanced troubleshooting, research, automation, and scripting.

• Willingness to travel within Brazil and occasionally to other regions in Latin America.

• Ability to maintain reasonable flexibility across time zones for planned global work and urgent customer requirements.

• A relevant bachelor’s degree is a plus.

• Proficiency in Spanish is advantageous.

🏝️ Benefits

• Independent contractor engagement with a prominent video analytics company.

• Collaboration with a team of skilled and professional colleagues.

• Opportunity to be part of a dynamic international organization experiencing rapid growth.