Customer Success Engineer
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Job Description
Customer Success Engineer at Command|Link managing technical relationships for enterprise accounts. Responsible for platform adoption, troubleshooting, and technical support in a fully remote role.
Responsibilities:
- Own the technical relationship for enterprise accounts from kickoff through full platform adoption, with account health and adoption as your primary success metrics
- Configure and deploy monitoring, alerting, and automation policies directly within customer environments
- Set up and tune systems across monitoring and RMM tooling, bringing genuine hands-on fluency rather than surface-level familiarity
- Troubleshoot network, security, and infrastructure issues alongside customers with speed and precision
- Script and automate technical workflows and integrations to reduce manual lift and speed time to value
- Act as the technical translator between customers and CommandLink's product team, listening to requests, validating what's technically feasible, and channeling that feedback into product improvements
- Build and continuously refine a repeatable technical onboarding playbook that scales across the customer base
- Support renewal and expansion conversations with deep technical credibility, without owning a sales quota
- Provide occasional technical support on new-business sales calls when infrastructure expertise is needed to move a deal forward
- Partner with solutions engineering and product teams to ensure customer feedback shapes future platform direction
- Take on additional responsibilities and projects as needed to support the success of the team and organization
Requirements:
- 3 years minimum, 5+ years preferred, in a hands-on technical role at an MSP or as a corporate IT administrator
- Direct, practical experience with scripting, server administration, and network deployment, including firewalls
- Real hands-on experience with monitoring and RMM platforms such as SolarWinds, Auvik, Dynatrace, or Kaseya
- Demonstrated ability to configure, troubleshoot, and resolve technical issues independently rather than escalating them
- Strong communication skills with the ability to translate technical detail for both customers and internal product teams
- Comfort working across security, network, and alerting concepts fluently enough that customers trust you as a technical authority
Benefits:
- Generous Medical, Dental, and Vision coverage for full-time employees
- Flexible time off
- 401k to help you save for the future
- Fun events at cool locations
- Free DoorDash lunches on Fridays
- Employee referral bonuses to encourage the addition of great new people to the team
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