Customer Success Engineer

Customer Success Engineer

We are looking for a talented Customer Success / Post-Sales Support Engineer. As a Customer Success Engineer, you'll be part of a winning team developing and deploying the latest state-of-the-art technologies. You will be working on systems with a direct impact on the customer experience. Your duties will include seeking resolution to problems and mitigating risk, training the customer’s technical personnel and being the voice on the customer at Lightbits. You will help solve a variety of challenges and offer your expertise in growing the knowledge of your peers via team collaboration. This position is based in the USA within the Central or Eastern time zone.

Responsibilities

Being a part of Lightbits post-sales and customer success activity, working with customers to resolve complex technical issues

Understanding customer scenarios and collaborating closely with engineering groups to resolve the issues and developing unique solutions, always ensuring a customer obsessed experience has occurred

Using knowledge and experience to improve the Lightbits product supportability, quality and existing processes

Representing the voice of the customer

Writing, updating and enhancing training programs for the customers

Desired Skills and Experience

Proven experience working with external customers

Positive attitude, high availability, motivation, engagement, and persistence

Strong debugging / troubleshooting skills

Strong understanding of support processes – handling tickets, monitoring, processes and metrics

Ability to solve complex problems independently in complex, fast-paced environment

Experience working with storage systems

Experience with Linux operating system administration, and Shell scripting

Understanding of network technologies and protocols (e.g., Ethernet, TCP)

Experience with Python – advantage

Familiarity with system security and performance tools - advantage

Excellent verbal & written communication skills

U.S. citizenship - mandatory

Readiness to travel

At least 3 years of relevant experience

A Bachelor’s degree in Computer Science, Software or Electrical Engineering, or related fields - or commensurate experience