Customer Success Engineer

Job Summary

Alkira is growing our Customer Success Engineering team and looking for a hands-on, hardworking and passionate individual who is willing to continuously add value to the customer experience. This is a full-time position with great benefits in a company that rewards innovation, respects diversity and encourages teamwork. In this role, the ideal candidate will work closely with customers and internal teams to resolve any day-2 related activities. The current CSE role is expected to support customers located in Eastern Time Zone.

Responsibilities:

  • Design, implementation and support of Alkira service
  • Build strong customer relationships and guide them through implementation of new features
  • Conduct high-impact, customized training for new and existing customers (remote or on-site)
  • Assist with onboarding new customers and enabling their operations team
  • Provide technical support during business and non-business hours (on-call rotation)
  • Keep track of all support cases and working to resolve them ASAP
  • Reproduct any complex support cases
  • Working closely with Alkira devops/engineering teams on challenging cases
  • Clearly articulate the Alkira value proposition and have a sound understanding of market, industry and competitive landscape
  • Work closely with SE team to gather customer requirements and needs

Minimum Requirements:

  • Minimum 3+ years of experience in technical support, design or implementation
  • Strong networking fundamentals
  • Prior experience with SaaS/Cloud
  • Prior experience in large-scale network designing/deployment is a plus
  • Great attention to detail and positive attitude
  • Strong passion for providing exceptional support to our customers
  • Relevant Technical certifications are a plus
  • Excellent written and verbal communication skills
  • BA/BS/MS Degree are a plus
  • Highly desirable candidates who are located in the East Coast to support Eastern Standard Time zone

Location: San Jose, CA or Remote (US or Canada)