About The Role
The ideal candidate will be naturally collaborative, articulate, extremely organized, have a solid technical understanding of the company products, and be motivated by maximizing customer success and outcomes. Soft skills combined with technical skills are key in this role. As a Customer Success Engineer, you are the primary technical owner driving long-term customer outcomes across the company Data Platform. You’ll lead onboarding, adoption, and optimization; proactively identify churn risk, migrations, and upsell opportunities; and apply deep disaster recovery and resilience (DR&R) expertise to conduct recovery simulations, DRMM assessments, and quarterly resilience reporting for measurable customer value.
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What You’ll Do
- Configure customer accounts; customize backup policies and storage; facilitate onboarding; orient stakeholders; walk through admin portals; introduce support channels.
- Identify migration opportunities; analyze usage and environment; conduct success planning and strategy sessions; align business outcomes with product adoption.
- Conduct assessments; build protection plans; recommend software products and architectures across the company Data Platform.
- Run recovery simulations; apply the company Data Resilience Maturity Model (DRMM) to track and report resilience posture; deliver quarterly resilience reports.
- Monitor signals to detect churn risk early; define mitigation plans; partner on renewal strategy with actionable technical insights.
- Build business cases; define TCO; articulate value propositions for expansion; schedule checkpoint reviews with stakeholders.
- Engage CISO/CIO stakeholders with clear risk, status, and opportunity updates; support context for executive discussions and roadmap alignment.
- Collaborate on marketing-informed campaigns and plays to drive adoption and expansion.
- Operate with a long-term account assignment model tied to ARR and growth potential, typically covering 5–50 Enterprise and Commercial-Named accounts with $100K+ ARR.
- Own the technical success plan and adoption roadmap; influence pricing, commercial terms, and renewal terms in partnership with Sales and CS leadership.
What You’ll Bring
- 5+ years in customer-facing engineering roles focused on data backup and recovery (e.g., Technical Consulting, Pre-Sales SE, Technical Account Manager); this is a mid-level role.
- Advanced level of English.
- Hands-on expertise across operating systems, virtualization, storage, scripting/automation, cloud platforms, and DR&R best practices.
- Strong experience designing and executing protection plans, migrations, and recovery simulations; familiarity with the company platform capabilities is a plus.
- VMCE certification required (may be completed post-hire within an agreed timeframe).
- Preferred industry certifications: AWS Solutions Architect (Associate/Professional), Microsoft Azure Administrator or Solutions Architect Expert.
- Proven ability to translate business outcomes into technical adoption roadmaps and measurable value.
- Executive stakeholder engagement skills (CISO/CIO) with the ability to synthesize technical, business, and risk signals into clear recommendations.
- Excellent communication, cross-functional collaboration, and stakeholder management skills.
What You’ll Get
- 24 days for the first 2 years, increasing to 30 days after 2 years of service, plus 4 extra global Days for self-care and 24 paid volunteer hours annually through company Cares.
- Private medical insurance for employees, spouses, and dependents.
- Life and Disability insurance with AD&D coverage equal to 3x annual salary.
- Free Employee Assistance Program (EAP) with up to 12 therapy sessions, plus legal and financial advice.
- Housing allowance to help cover rental costs.
- Education allowance for up to three dependent children.
- Annual flight allowance for employees and their families.
- Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning.
Equal Opportunity Employment
This organization is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law. All your information will be kept confidential.
