Customer Success Engineer
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Job Description
Customer Success Engineer advising enterprise customers on managed open-source database, streaming, and search technologies. Leading migrations, architecture decisions, troubleshooting, and technical escalations at scale.
Responsibilities:
- Serve as the trusted technical advisor for strategic customers, developing a deep understanding of their applications, architecture, operational priorities, and growth plans
- Translate business objectives into technical requirements, including workload characteristics, performance targets, capacity needs, and measurable success criteria
- Guide architecture and sizing recommendations with internal technical teams, helping customers make informed decisions about infrastructure, scalability, and reliability
- Lead technical readiness planning for migrations, new workloads, deployments, upgrades, and infrastructure changes
- Identify prerequisites, dependencies, and risks before execution
- Proactively assess customer environments for recurring issues, operational patterns, architectural concerns, and product gaps
- Recommend improvements before risks become escalations
- Coordinate complex technical escalations across Support, Product, Engineering, and customer teams, establishing clear ownership and driving progress through resolution
- Anticipate capacity requirements associated with workload growth, traffic events, regional expansion, and upcoming migrations
- Identify opportunities to improve infrastructure efficiency and optimize cost while protecting performance, reliability, and future growth
- Align customer technical roadmaps with Instaclustr capabilities and represent customer requirements in discussions with Product and Engineering
- Maintain visibility across technical commitments and parallel workstreams, ensuring clear owners, current status, and follow-through
- Lead technical working sessions and contribute insights to customer business reviews, highlighting environment health, accomplishments, emerging risks, and upcoming decisions
- Partner with the Customer Success Manager to connect technical execution with customer adoption, long-term value, and continued growth
- Work directly with customer engineers, architects, and executives while partnering with Instaclustr Support, Product, and Engineering
Requirements:
- Strong hands-on experience with Apache Cassandra, Apache Kafka, or OpenSearch, with deep expertise in at least one
- Six or more years of relevant technical experience in customer success engineering, technical account management, solutions architecture, consulting, site reliability engineering, or a comparable role supporting complex platforms
- Experience supporting enterprise customers with business-critical production environments and building credibility with engineers, architects, and executive stakeholders
- Strong understanding of distributed systems, including scalability, availability, performance, capacity planning, and operational reliability
- Experience with AWS, Google Cloud, and/or Microsoft Azure, including translating customer requirements into practical architecture and infrastructure recommendations
- Experience guiding migrations, deployments, upgrades, or other significant technical changes, including assessing readiness and managing technical dependencies
- Strong troubleshooting skills and technical judgment
- Ability to lead technical discussions and communicate clearly with both technical practitioners and business leaders
- Demonstrated ability to manage competing priorities, coordinate cross-functional work, identify and mitigate technical risk, and drive commitments through completion
- A proactive, customer-focused approach and enthusiasm for helping enterprises succeed with open-source technology
- Willingness to travel and spend time onsite with customers as needed
- Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related technical field; or equivalent relevant work experience
Benefits:
- Travel to customer sites and periodic team gatherings as needed
- Opportunity to build lasting relationships and solve meaningful engineering challenges at enterprise scale
- Collaborative global team environment
- Advanced degree or relevant technical certifications are a plus
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