Senior Customer Solutions Engineer

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

📋 Description

• Establish and maintain executive-level relationships and strategic collaborations with a portfolio of enterprise and high-value clients, fostering trust from engineers to the C-suite.

• Work alongside customer teams to facilitate Sysdig deployments, architecture, and implement operational best practices.

• Align customer business objectives with Sysdig's technical capabilities through Success Planning and Outcome Mapping.

• Organize Customer Business Reviews and maintain ongoing strategic interactions with both technical and non-technical stakeholders.

• Cultivate an in-depth understanding of customer environments to pinpoint risks and opportunities for optimization, expansion, and innovation.

• Facilitate and contribute to interactive workshops that enable customers to maximize the value of the Sysdig platform.

• Assist Sales in discussions regarding renewals and expansions by showcasing measurable value realization and growth in usage.

• Recognize and alleviate account risks through health monitoring, technical diagnostics, and alignment with stakeholders.

• Advocate for customer needs by collaborating with Product and Engineering on roadmap initiatives.

• Collaborate with Support and Professional Services to guarantee high-quality solutions and effective issue resolution.

• Mentor junior Customer Success Managers (CSMs) and Customer Success Engineers (CSEs), contributing to best practices, process enhancements, and internal training.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Solutions Engineering, Technical Account Management, or Strategic/Technical Consulting within a SaaS or cybersecurity organization.

• Demonstrated experience in managing relationships with enterprise customers and navigating intricate organizational structures.

• Practical experience in installing and troubleshooting solutions on Kubernetes and working with containerized solutions.

• Comprehensive understanding of cloud-native applications, platforms, security, automation, and DevSecOps across AWS, Azure, and/or GCP.

• Experience with scripting and API integration to support and troubleshoot technical solutions.

• Proven ability to drive measurable customer outcomes and lead engagements at the executive level.

• Strong business insight and capacity to translate technical capabilities into business results for both engineers and executives.

• Experience in managing issues, conducting root cause analyses, and driving resolutions.

• Outstanding communication, presentation, and stakeholder management skills.

• Possession of one or more certifications such as CKAD, CKA, or CKS.

• Familiarity with Linux, Helm, Terraform, Kubernetes, and cloud platforms.

• Self-driven, proactive, adaptable, empathetic, patient, inquisitive, coachable, and team-oriented.

• Background in cybersecurity or DevSecOps is highly advantageous.

• Experience with Sysdig and/or Falco is considered a plus.

🏝️ Benefits

• Additional days off to prioritize your well-being.

• Mental health support available for you and your family via the Modern Health app.

• Competitive compensation package.