Customer Success Engineer
PlexTrac
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudCyber SecurityDockerKubernetesLinuxNoSQLPostgresPythonSQL
About the role
- Serve as the primary technical point of contact for assigned customers, understanding their technical requirements and challenges
- Act as a trusted partner to customers by providing clear and proactive communication across Slack, email, and phone.
- Provide technical guidance and support to customers during onboarding, implementation, and throughout the customer lifecycle
- Troubleshoot technical issues, identify root causes, and work collaboratively with internal teams (such as engineering, product, and support) to resolve customer problems
- Assist customers in configuring and customizing our products to meet their specific requirements
- Deliver technical product demonstrations and training sessions to educate customers about product features and best practices
- Document customer interactions, technical solutions, and best practices to build a knowledge base for the team and customers
- Identify upsell and cross-sell opportunities by understanding customer needs and suggesting relevant products/services
- Gather customer feedback and insights and communicate them to the product and engineering teams to drive continuous improvement of our offerings
- Collaborate with the sales team to ensure a smooth handover from the sales process to post-sales support
- Create customer-facing knowledge articles to drive self-service within our external and internal customer base
Requirements
- Must be located in the UK and able to support standard business hours (9-5pm) within the UK.
- Excellent written and verbal communication skills in English are required; additional language skills are an asset.
- Bachelor's degree in a technical field (e.g., Computer Science, Engineering) or equivalent practical experience preferred
- 5-8 years of previous experience in a customer-facing technical role such as technical support, solutions engineering, or customer success
- Security experience required; familiarity with cybersecurity, pentesting, compliance frameworks or technical reporting tools is a strong plus.
- Proficient in cloud hosting services, Bash and Python scripting, Linux OS (Ubuntu, Red Hat), GitHub (creating and pulling PRs), email server setup, and working with data file types such as JSON, XML, and CSV.
- Experienced with SSH, file permissions, file navigation/editing, port forwarding, proxies, Docker (Kubernetes a plus), SQL and NoSQL databases (Postgres, Couchbase), and Atlassian products (Jira, Confluence).
- Excellent problem-solving and troubleshooting skills with a customer-centric mindset
- Effective communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences
- Proficiency in using customer relationship management (CRM) tools and support ticketing systems
- Proactive attitude, self-motivated, and ability to work independently as well as part of a team
- Willingness to adapt in a fast-paced/start-up, ever-changing environment
Benefits
- Competitive base salary
- Paid holidays
- Flexible remote or hybrid work environment
- Supportive, inclusive culture with continuous learning and mentorship
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Bash scriptingPython scriptingLinux OSGitHubSSHDockerSQL databasesNoSQL databasesJSONXML
Soft skills
communication skillsproblem-solving skillstroubleshooting skillscustomer-centric mindsetproactive attitudeself-motivatedability to work independentlyteam collaborationability to explain technical conceptsadaptability