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Technical Customer Success Engineer

4 months ago

London, United Kingdom Henderson Scott Full time

Technical Customer Success Engineer - 100% Remote

We're searching for a highly motivated and experienced Technical Customer Success Engineer to join our dynamic team. In this pivotal role, you'll become a trusted advisor, guiding customers through every step of their journey with our industry-leading product. You'll leverage your deep technical expertise and exceptional communication skills to ensure they achieve maximum value and become raving fans.

What You'll Do:

  • Build and Manage Strategic Customer Relationships: Proactively foster strong, collaborative relationships with technical teams at client companies. Maintain regular communication to understand their needs and ensure successful product adoption.
  • On boarding and Education Specialist: Guide new customers through a smooth on boarding process. Deliver comprehensive training sessions, equip them with the knowledge and resources needed to maximise product value.
  • Technical Support Troubleshoot customer issues, identify root causes, and implement solutions to ensure smooth operation. Escalate complex situations to internal technical teams when necessary.
  • Product Advocate for the customer voice within the organisation. Gather feedback, identify areas for improvement, and collaborate with product and engineering teams to enhance the product for continued customer success.
  • Knowledge Catalyst: Share your technical expertise by mentoring colleagues and contributing to the development of internal knowledge resources.

Requirements:

  • Bachelor's degree in a technical field or equivalent experience.
  • 3+ years of experience in a technical customer-facing role, ideally at the enterprise level. This experience should involve addressing complex technical inquiries from clients and guiding technical decision-makers to maximise the value of a complex technical product.
  • Exceptional communication skills (written and verbal) in English. The ability to effectively communicate with both technical and non-technical audiences is essential.
  • Proven ability to deliver engaging and informative technical presentations. You should be able to persuade audiences and generate buy-in for complex topics.
  • Strong understanding of software development principles and best practices (including SDLC).
  • Experience with relevant programming languages and development frameworks.
  • Experience with common source code management tools.
  • Experience with major operating systems.
  • Experience with CI/CD tools and methodologies.
  • A commitment to continuous learning and a willingness to adapt to new technologies and challenges.