Customer Success Engineer
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Job Description
Customer Success Engineer serving as a technical partner, resolving technical issues for enterprise clients. Working remote, involving late-night hours to align with Pacific Time Zone.
Responsibilities:
- Troubleshoot and resolve complex technical issues — including application installation, network connectivity (VPN, DMZ, firewall-related), and device management issues — through debugging, log analysis, and API-level investigation.
- Design and implement technical solutions, integrations, and workarounds tailored to customer environments, including custom API interactions and scripting (Bash/Python) for workflow automation.
- Monitor customer health metrics and proactively flag technical risks that could affect retention.
- Serve as the primary technical point of contact for a portfolio of customer accounts throughout their lifecycle.
- Lead technical onboarding calls, product demos, and training sessions for customers during PT business hours.
- Partner with Customer Success Managers to ensure smooth onboarding, adoption, and renewal of accounts.
Requirements:
- 5+ years of hands-on experience with iOS and macOS in an MDM/EMM environment; mobile device support is essential.
- Multiple years of Jamf experience required; Jamf 300 (or higher) certification required.
- Apple Business Manager (formerly Apple DEP) experience.
- Experience with InTune desired but not required.
- 3+ years in a customer-facing technical role (customer success engineering, technical support, solutions engineering, or similar).
- 2+ years of Bash and/or Python experience for scripting and workflow automation.
- 4+ years working with external APIs to interact with data; ability to build custom APIs (e.g., via Swagger) preferred.
- Strong troubleshooting skills across web applications, APIs, and/or SaaS platforms.
- Work Style: Based in Central Asia, India, and Europe, with willingness to work a schedule aligned to Pacific Time Zone hours (approx. 9:00 AM–6:00 PM PT), which falls late night to early morning local time.
- Fluent English (written and verbal), with the ability to explain technical concepts to non-technical audiences.
- Strong ownership mentality, organizational skills, and ability to manage multiple priorities independently.
- Comfortable working in fast-paced production environments under strict SLAs, with a 'measure twice, cut once' mentality.
- Reliable high-speed internet connection and a quiet, dedicated home-office setup suitable for video calls.
Benefits:
- Engage with high customer satisfaction (CSAT/NPS) scores on technical interactions.
- Reduced time-to-resolution for escalated technical issues.
- Strong renewal and expansion rates within your account portfolio.
- Meaningful contributions to product improvements based on customer insight.
- Consistent, reliable availability and responsiveness during PT working hours.
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