Employer Overview
A global technology company specializing in advanced control room solutions that support mission-critical operations. Its unified platform, powered by AI and IoT, connects digital and physical systems to provide real-time operational intelligence, enabling organizations to move from reactive to proactive decision-making.
Job Summary
We are looking for a Customer Success Engineer to ensure customers successfully implement and adopt the company's platform. This role combines technical expertise and client engagement to drive onboarding, resolve complex issues, and support long-term product adoption and customer satisfaction.
Key Responsibilities
- Lead the technical onboarding and setup for new clients.
- Provide technical support and troubleshooting for complex customer issues.
- Drive product adoption by identifying and executing expansion opportunities.
- Collaborate with Product and Engineering to voice customer feedback and bugs.
- Build and maintain technical knowledge bases and user guides.
Qualifications
- BSc in Computer Science or Information Technology.
- 38 years of experience in customer success engineering, technical support, or similar roles.
- Strong client-facing communication
- Problem-solving and analytical thinking
- Collaboration with cross-functional teams
- Technical troubleshooting
- SaaS product support
- Technical onboarding and implementation
- Experience with support platforms, ticketing systems, and documentation tools.
- Ability to troubleshoot complex technical issues for customers.
- Ability to guide customers through technical onboarding and implementation.
- Ability to translate technical information into clear guidance for users.
- Ability to collaborate with product and engineering teams on product improvements.
- Fluent in English (written and spoken).
