Customer Success Engineer

Customer Success Engineer

Requirements

• 1+ year of experience in Customer Success Engineering or Recent graduate with a Bachelor’s degree in Engineering or similar field preferred.
• A minimum of a Bachelor of Science (BSc) in Engineering is required for this role.
• Excellent oral and written communication skills.
• Consistently exhibit a personal accountability to outcomes to all team members, peers, and stakeholders.
• Strong organizational skills, including the ability to respond quickly in a fast-paced environment.
• Able to prioritize and manage multiple projects simultaneously in order to meet deadlines.
• Deep understanding of API lifecycle development; responsible for software development and code quality.
• Experience with system administration and troubleshooting in any combination of Linux and Windows systems.
• Experience working within Amazon Web Services or similar cloud systems for development and production applications, with an emphasis on automated builds and deployments.
• Deep understanding of DevOps and Continuous Delivery Tools such as Code Pipeline or Jenkins.
• Proficient with Jira and git toolset.
• Professional experience with programming in Java framework (e.g. Spring, Spring Boot, etc.), Python and preferably one or more frontend frameworks (e.g., React, Angular etc.).
• Demonstrate a strong ability to learn and apply new skills efficiently.

Responsibilities

• Serve as the primary technical liaison for all Professional Service customers with custom projects.
• Learn and understand the eFax Network Configuration, Hardware and Telecom Interconnects.
• Work closely with new customers during the onboarding and implementation phases, ensuring a smooth transition by providing technical guidance, configuring solutions to meet their needs, and addressing any challenges that arise.
• Work with existing customers to resolve technical issues that need immediate assistance.
• Collaborate with Customer Service and Customer Success Managers to address escalations of technical issues with Professional Services applications and services.
• During the resolution of a technical issue, engage with Engineering, Telecom, NOC, NetOps, Product Management or Sales Engineering as needed.
• Communicate directly with Professional Services Customers. Communication will be through email, instant messaging applications, phone calls and video calls.
• Become an expert on the eFax Corporate product suite including the core fax to email product as well as the Enterprise (RESTful) API for provisioning and faxing, eFax Router, eFax Messenger, Conductor and the eFax Mobile Application.
• Become an expert on the eFax backbone, eFax AWS infrastructure, eFax Inbound Platform and eFax Outbound Platform.
• Work with the Enterprise Sales Engineers and Teams, to become aware of new customer applications that will be supported upon contract conclusion.
• Document resolutions so that Customer Service and Customer Success Managers can reuse.
• Identify systemic issues and work with relevant departments to propose solutions.
• Identify gaps in product functionality and work with Sales Engineers and Product & initiate new backlog items.
• Take ownership of Professional Services customer issues reported and see problems through to resolution.
• Research, diagnose, troubleshoot and identify solutions to resolve application and system issues.
• Be responsible for proper escalation of unresolved issues to the appropriate internal teams.
• Take full responsibility for owning issue troubleshooting and resolution as liaison with customers. Partner with engineering and DevOps teams to troubleshoot production issues on behalf of efax Corporate clients.
• Perform other duties and responsibilities as required, assigned, or requested. Consensus reserves the right to add or change duties at any time.

Preferred Qualifications

• Excellent knowledge of Internet/Web technologies.
• Must have a strong understanding of the software development life cycle (SDLC).