Customer Success Engineer
Do you like the challenge of ensuring the success and delight of your customers when using your software product? Do you enjoy working deeply with bleeding edge technologies and diving deep into tough problems? Finally, do you enjoy working in a dynamic and fast-moving environment that puts you in the middle of all the action between sales and engineering?
Then we have an incredible opportunity for you to be a key player in our Customer Success organization here at JumpCloud.
We are looking for inspired technology professionals who love the challenge of supporting our customers and internal teams to ensure the fluid education, support, integration and adoption of our company’s Directory-as-a-Service® (DaaS) platform. As a Customer Success Engineer, you will leverage your passion and prior experience in technology to assist sales with technical demonstrations; exercise your phenomenal abilities to demonstrate and articulate our product and company in front of technical audiences; provide empathetic support to our customers with on-going issue triaging; ensure the success of new customers as they transition into the day to day use of our product - one which ensures the access of their entire employee base to all of the resources they need - their servers, workstations and laptops, the networks they access to all of the web and on-premise applications they use every day.
Sound exciting? It is! And we’d love to have you join us to support our amazing, global, customer base.
Responsibilities:
Resolve customer’s issues via email, telephone or remote web session.
Provide technical demonstrations to audiences over the web and in person at specific events.
Reproducing issues in-house and responding back in a timely manner.
Regular follow-ups with customers with recommendations, updates and action plans.
Escalate issues in a timely manner according to Standard Operating Procedures.
Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
Research and evaluate technologies to create new knowledge base articles to capture new information for reuse throughout the organization and for end users.
Requirements:
A strong desire to see customers win and be successful at their jobs through the utilization of our software
1-3 years experience in a technical, customer-facing position
Excellent interpersonal communication and customer service skills are needed in order to work successfully with customers as well as with peers ranging from engineering to sales and marketing
Previous work experience in a Technical domain and a basic understanding of the following technologies is preferred, but not required:
Directory Services (Active Directory, LDAP)
Networking & Authentication (RADIUS a plus!)
Windows, MacOS and Linux Operating Systems
Software systems setup and configuration experience
Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
Willingness to travel as a customer evangelist. Activities may include customer site visits as well as industry trade shows to provide product demonstrations and Q & A in front of technical audiences
Strong oral and written communication skills are imperative.
Possesses a logical approach to problem solving.
Bachelor's degree desired
About JumpCloud:
JumpCloud is well funded, venture backed, cloud security business based in beautiful downtown Boulder, Colorado. We offer cutting edge hardware and tools, full benefits (medical, dental, vision, 401(k), etc.) and a fast-paced but casual start-up working environment. Local or relocatable applicant preferred. Office is right on the Pearl St. Mall in Boulder, stumbling distance to dozens of restaurants, not to mention the epic hiking, biking and climbing opportunities in the Flatirons.
Job Type: Full-time