Customer Success Engineer, Scaled - West Region

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

📋 Description

• Design and implement personalized 1:1 customer adoption and enablement strategies.

• Serve as a reliable technical consultant, offering product expertise and troubleshooting support.

• Contribute to and engage in 1:many initiatives, such as webinars, workshops, and educational resources.

• Strategically interact with customers by recognizing their business needs and aligning them with product features.

• Collaborate with Product, Engineering, Sales, Marketing, Customer Advocacy, CX Operations, and other internal teams.

• Advocate for customer requirements, drive product improvements, and aid in the digital program content strategy.

• Assess customer behavior to pinpoint common challenges.

• Identify risks of customer churn and devise strategies for retention and growth.

• Discover opportunities for automation and digital tools to enhance the customer experience at scale.

• Monitor and report on customer health, adoption, and engagement metrics.

• Occasionally fulfill responsibilities outside standard working hours across various time zones.

⛳️ Requirements

• In-depth knowledge of the data observability and security domain, including SIEM, APM, logging, and metrics.

• Proficient with enterprise software, distributed systems, and cloud environments.

• Exceptional communication, interpersonal, and presentation abilities.

• Capacity to diagnose and resolve intricate technical issues.

• Skill in analyzing data, identifying trends, and making data-driven decisions.

• Ability to comprehend customer business goals and convert them into actionable product adoption strategies.

• Experience in creating and presenting technical content, including presentations, documentation, and live sessions such as webinars.

• Demonstrated ability to collaborate across functions with product, engineering, sales, marketing, and other customer-facing teams.

• Strong organizational skills and capability to manage multiple priorities and projects concurrently.

• Familiarity with customer success platforms like Gainsight and analytics tools is advantageous.

• Willingness to travel as necessary, up to 15%-20%.

• Reside in the Western United States, with a preference for PST or MST time zones.

• Experience in a similar customer success or technical account management role is a plus.

• Background with AWS, Azure, or GCP is an added advantage.

• Experience with remote work is beneficial.

• Bonus for experience as a Data Engineering/Analytics platform administrator/architect, such as Splunk, Elastic, Datadog, or Snowflake.

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• Short-term disability insurance

• Life insurance

• Paid holidays

• Paid time off

• Fertility treatment benefit

• 401(k)

• Equity

• Incentive compensation (commission) for sales and certain sales-adjacent roles

• Cribl Corporate Bonus Program for other positions

• Remote-first work environment