Customer Success Engineer

2.00 to 5.00 Years Bangalore 26 Oct, 2019

Job Location	Bangalore
Education	Not Mentioned
Salary	Not Disclosed
Industry	IT - Software
Functional Area	General / Other Software
EmploymentType	Full-time

Job Description

Description:

Customer Success Engineers are the primary technical resource for CS activities. As such, the Customer Success Engineer must have the ability to articulate technology and product aspects to both business and technical users. The individual must be able to establish and maintain strong client relationships throughout the life cycle of Catchpoint Service and must be able to identify all technical issues of assigned accounts to assure complete customer satisfaction throughout the contract which leads into the renewal and up - sell opportunities.

Requirements:

Understanding of web technologies - HTML, CSS, JavaScript, AJAX etc
Working knowledge of TCP/IP protocols (IPv4/v6, ICMP, TCP, UDP, HTTP s, DNS, BGP etc.)
Strong understanding of networking concepts.
Strong understanding of network components - Load Balancers, Firewalls etc.
Technical knowledge with emphasis in the web performance industry
Good analytical and problem - solving abilities
Priority for anybody with CDN, SDWAN, Security background
Enterprise Infrastructure related experience.
5 years of work experience in a client services environment
Self - motivated, detail oriented and organized
Exceptional verbal and written communication skills
Experience presenting in front of large audience
Ability to work independently and as a team member
Flexible to travel and working in shifts.

Responsibilities:

Participate in on - boarding process and help client(s) get started while following best practices for effective performance monitoring.
Educate client about product features and capabilities during the on - boarding process and the retention cycle.
Identify client usage/adoption gaps as opportunities to educate the client and assist in the up - sell process alongside Sales & Client Success.
Build client relationships by assisting with client account administration, review and education, as dictated by post - sale client process.
Contribute actively to knowledge base, blog and other product related documentation.
Travel to build relationships, and educate, as needed.
Research, analyze, and resolve customer issues and questions.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
Collaborate with engineering in identifying product defects, designing solutions, and testing.
Work closely with product management in identifying customer needs and requirements, and validate future feature designs.
Work Closely with Technical Support Team and Customer Success Management Team to ensure that client has his concerns addressed.
This role is a key driver for client renewal and up - sell.

OVERVIEW:

Catchpoint is revolutionizing end - user experience monitoring to help companies deliver amazing digital experiences. Our platform provides complete visibility into your users experiences from anywhere - and real - time intelligence into your applications and services to detect and fix issues faster. We are proud to partner with digital innovators like Google, LOr al, Verizon, Oracle, , Honeywell, Priceline, and Qualtrics, who trust Catchpoint to improve their brand experience and drive their business success.

Catchpoint is an equal opportunity employer that strongly prohibits Discrimination and Harassment of any kind. We celebrate diversity and are committed to creating an inclusive and engaging environment for all employees. We welcome applications from all candidates and look forward to receiving yours!

Keyskills :
udp tcp his css dns bgp serexperience writtencommunication clientservices lifecycle educationalworkshops webperformance webtechnologies accountadministration customersatisfaction productmanagement communicationskills professionalpublicati

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