Customer Success Engineer

Position Summary:

Vecima is searching for a Customer Success Engineer (CSE) to support a major customer account, providing post-sales technical product support, best practice guidance, and engineering support.

In this role, the CSE will oversee the ongoing Support & Services of a designated account(s). These responsibilities include:

• Serving as the primary customer liaison; working with cross-functional teams to meet the customer’s needs.

• Ownership of the progression of technical support cases and customer inquiries relative to Vecima’s

Video and Broadband Solutions and Content Delivery and Storage.

• Coordinating and tracking change requests between the Customer, Product Management, Technical Support, and R&D.
• The CSE is responsible for tool innovation and automation in accordance with the company and customer needs.
• Debug technical issues, and escalate issues as needed while engaging additional resources to progress issue resolution.

 

The ideal candidate is a collaborative and articulate individual that has experience providing technical support for the customer’s platforms and is motivated by maximizing customer success and outcomes. This person should demonstrate the ability to develop and maintain strong relationships with key customer personnel, serving as the customer’s primary advocate, technical support engineer, and service-related communication point within Vecima.

Duties include (but are not limited to):

• Work as a technical account team member, providing incident management and customer problem
• Troubleshoot issues and collaborate with Engineering (as required) to provide
• Team up with the account team to onboard and support our
• Assist in customer installs and
• Provide technical guidance and best practices as the subject matter expert in our
• Help write and maintain our internal and external knowledge
• Advocate customer needs/issues cross-
• Actively engages with the Customer Account Team to understand customer needs, strategy, and direction of sales.
• Proactively engages with the customer to build relationships and gain knowledge of upcoming direction. Serves as a customer escalation point to address critical field issue resolution including management of resolution efforts, resources, communication with the sales team and customer, and recommendation with a focus on restoring customer’s system integrity and confidence in Vecima’s ability to provide industry-leading support.
• Leads team in analysis of customer service requirements and the proposal of existing/new services and services models. Drives efforts intended to provide optimal customer platform performance/efficiency while maintaining minimal downtime. Focused on overall improvement in customer experience.
• Maintains contact with customers regarding future direction and adopts new Services Business program, plan & direction to improve upon Product, Tech Support, Professional Services, Training and System Turn-up, Commissioning, and Acceptance areas.
• Strives to improve the overall efficiency of operations and
• Prepares, clear, sound, accurate, and informative incident reports, resolution plans, root cause analysis, and recommendations.

Position requirements:

• Bachelor's Degree in Computer Science, Computer Engineering, or other technical field or equivalent work experience. Advanced Degrees and Additional Training are beneficial.
• PMP Certification required, CSM
• Knowledge of MSO customer operations processes/procedures.
• 10 plus years of experience as a technical support/escalation resource for enterprises in a similar or related field
• Experience implementing software solutions for enterprise
• Significant experience working with Linux
• Ability to troubleshoot networking issues that may prevent communication between different
• Excellent customer-facing skills and interest in working with customers onsite and
• Hands-on experience with Docker, and traditional software deployment methods
• Used monitoring
• Knowledge of CRM systems (Salesforce, Jira, Confluence)

 

At Vecima, everyone contributes and makes an impact. We foster an open, caring, and innovative work environment where creativity and communication thrive. We always strive to be our best and recognize achievements and wins that fuel individual and company growth. Together, we create the breakthroughs that lead the industry forward.

Vecima offers a competitive compensation and benefits package and strives to provide a challenging work environment that can foster skill development and personal career growth for all employees.

We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, or any other legally protected status.

We are fueled by the innovation, leadership, and passion of today’s top talent. If you are looking for a challenging and rewarding career as Customer Success Engineer, we want to hear from you!

 

Apply now!