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 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.
