Customer Solutions Engineer

Crane Venture Partners; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Zluri in Bengaluru seeks a Customer Solution Engineer to guide onboarding, implementation, and adoption for diverse use cases. You will manage a portfolio through onboarding, integration, adoption, value, happiness, retention, and advocacy.

Responsibilities include onboarding new customers, configuring platform features, integrating SaaS and IAM tools, developing implementation blueprints, and providing proactive technical consulting to ensure optimal ROI.

Qualifications

• Bachelor's / Master's degree in computer science, engineering, or a related field.
• 4-7 years of experience in solutions engineering/technical support.

Responsibilities

• Onboard new customers to the Zluri platform and align with CS team to understand objectives.
• Configure Zluri platform features to meet business objectives.
• Set up and integrate Zluri SaaS and IAM/Automation tools with customer applications.
• Develop blueprints for newer/ongoing implementations.
• Provide proactive post-onboarding engagement to monitor system performance and ROI.
• Provide proactive technical consulting and trusted advice to customers.

Skills

Communication

Interpersonal skills

Independent work

Team collaboration

Customer-facing

Education

Bachelor's or Master's in CS/Engineering

Tools

IAM (Identity and Access Management)

Active Directory

Networking concepts (SSO, SAML)

Web technologies

Code writing / scripting

Job description

Customer Solution Engineer

Function: Customer Success

Job Location: Whitefield, Bangalore

Reporting to: Director - Customer Solutions

Role Summary:

The ideal candidate will act as a trusted SME consultant to our customers, guiding their onboarding, implementation, and adoption of Zluri across a range of use cases. He/She would be responsible for managing a portfolio of accounts through the continuous life cycles of Onboarding, Integration, Adoption, Value, Happiness, Retention, and Advocacy.

Key Responsibilities:

Onboarding and implementation of customers

1. Onboard new customers to the Zluri platform, aligning with the Customer Success team to understand business objectives and ensuring a fast time to value
2. Configure the Zluri platform features to meet customers' business objectives
3. Set up and integrate Zluri SaaS and IAM/Automation tools with the customer applications
4. Utilize product and technology expertise to develop blueprints for newer/ongoing implementations
5. Providing proactive, continuous post-onboarding engagement to monitor system performance, data integrity, and provide recommendations on optimizing the implementation for optimal adoption and ROI
6. Providing proactive technical consulting and trusted advice to our customers with every engagement

Solutioning

1. Work with customers and CSMs to troubleshoot and resolve issues, escalations, and product gaps, with proactive ownership
2. Deliver high-quality deliverables on time
3. Understand the customer's IT and security processes and landscape. Consult, ideate, and implement optimal IAM and automation solutions to our customers
4. Be the point of contact for new use cases, technical issues, escalations, and collaborate with the CSM, Product and engineering teams for your portfolio.
5. Product Adoption > Customer Retention

Qualification and Experience

• Education: Bachelor's / Master's degree in computer science, engineering, or a related field
• Experience: 4-7 years of experience in solutions engineering/technical support

Soft Skills:

• Strong communication and interpersonal abilities, with the capability to engage effectively with the customer’s senior management.
• Proven ability to work both independently and collaboratively within a team environment.

Technical Skills:

• Knowledge of Information Security, Data Privacy, Identity Security and Governance, Web Technologies, Browser Extensions and Desktop-based Deployments.
• Demonstrated experience in technical, customer-facing roles with a strong commitment to delivering high-quality consulting services.
• Proven ability to solve complex technical challenges with innovative, practical solutions.
• Proven ability to write code in the preferred language for custom solutions, or to use AI tools to write code with all the prompts and security posture.
• Solid technical expertise with hands-on experience in Identity and Access Management (IAM), Active Directory, and Networking Concepts (e.g., SSO, SAML) can be beneficial.

Empowering Diversity, Championing Inclusivity

Zluri values diversity and inclusivity, fostering an environment where every individual feels welcome and respected. We are an Equal Opportunity Employer, providing fair consideration to all qualified applicants, regardless of race, colour, religion, gender, gender identity, sexual orientation, national origin, genetic information, disability, age, or veteran status.