Customer Success Engineer II

NexTech Solutions LLC; Gainesville (VA); Hybrid; USD 135,000 - 165,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Retirement plan

Paid time off

Job summary

NexTech Solutions is seeking a Customer Success Engineer II to serve as the technical expert for the COMPASS platform, engaging with enterprise clients to drive adoption and resolve complex challenges, ensuring customers maximize value.

The role blends deep product knowledge with hands-on support, on-site visits, remote training, and cross-functional collaboration with Product and Engineering to translate business needs into effective configurations and roadmap feedback.

Qualifications

• Bachelor's degree in a technical field or equivalent practical experience.
• Minimum 4 years in a technical, customer-facing role.
• Experience supporting enterprise SaaS platforms.
• Ability to translate business requirements into technical configurations.
• Experience with Linux systems and networking concepts.

Responsibilities

• Conduct on-site visits and virtual technical deep-dives to architect solutions and troubleshoot advanced COMPASS platform issues.
• Design and deliver remote training sessions for customers, covering administrator functions and end-user workflows specific to COMPASS.
• Independently support exercises and test events as a COMPASS power user and provide ability to concurrently triage network complications.
• Serve as the primary technical advisor, translating client business needs into effective COMPASS configurations and use cases.
• Proactively manage the technical health of assigned accounts to ensure platform success and high customer satisfaction.
• Act as the voice of the customer to internal Product and Engineering teams, providing critical feedback on the COMPASS roadmap.
• Develop technical documentation and best practices for the COMPASS platform based on real-world customer engagements.
• Lead/assist with strategic business reviews with customer stakeholders to demonstrate value and alignment with business objectives.

Skills

Enterprise SaaS

Customer facing

Technical translation

Account health

Cross-functional

IP networking basics

Linux admin

Security clearance eligible

Education

Bachelors in CS/IS/Engineering

Job description

The Opportunity

The Customer Success Engineer II is a technical expert for the COMPASS platform, directly engaging with enterprise clients to drive adoption and resolve complex challenges. This role combines deep product knowledge with hands-on customer interaction to ensure clients maximize their investment in COMPASS.

Brief Description

The Customer Success Engineer II is a technical expert for the COMPASS platform, directly engaging with enterprise clients to drive adoption and resolve complex challenges. This role combines deep product knowledge with hands-on customer interaction to ensure clients maximize their investment in COMPASS.

Key Responsibilities

• Conduct on-site visits and virtual technical deep-dives to architect solutions and troubleshoot advanced COMPASS platform issues.
• Design and deliver remote training sessions for customers, covering administrator functions and end-user workflows specific to COMPASS.
• Independently support exercises and test events as a COMPASS power user and provide ability to concurrently triage network complications.
• Serve as the primary technical advisor, translating client business needs into effective COMPASS configurations and use cases.
• Proactively manage the technical health of assigned accounts to ensure platform success and high customer satisfaction.
• Act as the voice of the customer to internal Product and Engineering teams, providing critical feedback on the COMPASS roadmap.
• Develop technical documentation and best practices for the COMPASS platform based on real-world customer engagements.
• Lead/assist with strategic business reviews with customer stakeholders to demonstrate value and alignment with business objectives.

Requirements

• Fluency in English (written and spoken)
• Must meet eligibility requirements to obtain US Top Secret Security clearance

Education

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related technical field or equivalent practical experience in a customer-facing technical role

Required Skills, Experience & Abilities

• Minimum 4 years of experience in a technical, customer-facing role
• Proven experience supporting enterprise SaaS platforms
• Strong background translating business requirements into technical solutions
• Experience managing the technical health of customer accounts and driving product adoption
• Demonstrated ability to collaborate cross-functionally with Product and Engineering teams
• Experience gathering customer feedback and influencing product roadmaps
• Fluency with IP networking concepts including routing, switching, subnetting, VLAN configuration, VPN integration, and network troubleshooting
• Proficiency deploying, administering and troubleshooting Linux systems (Ubuntu, Red Hat, or similar), including command-line operations, networking configuration, script development, service management, and log analysis.

Preferred Qualifications

• Experience deploying, administering, and troubleshooting Tactical Awareness Kit (TAK) clients and servers.
• Experience operating, configuring, or troubleshooting MANET (Mobile Ad Hoc Network) radios.
• Experience designing, supporting, operating, and/or troubleshooting tactical mission networks (TMNs)
• Experience with full-motion video (FMV) transmission over tactical communication networks in support of ISR missions.
• Experience supporting regulated or complex enterprise environments
• Familiarity with customer success metrics (adoption, health scores, churn risk)
• Strong verbal and written communication skills, especially with enterprise stakeholders
• Ability to explain complex technical concepts to both technical and non-technical audiences
• Comfortable leading customer meetings, workshops, and strategic business reviews
• Strong problem-solving skills and a proactive, customer-first mindset
• Positive attitude toward safety and following protocols
• Problem-solving and troubleshooting mindset

Physical Demands & Work Environment

The physical demands and work environment described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to travel up to 33% of the time, which may include extended periods of standing, walking, or navigating airports and government facilities.
• Frequent interaction with clients, executives, and officials in both in-person and virtual settings.
• Regular travel to customer sites, government facilities, and industry events.
• Fast-paced, deadline-driven environment requiring adaptability and responsiveness.

Summary

• This role may be based in Northern Virginia, Washington, D.C., or the surrounding Maryland area and includes a combination of onsite work, hybrid flexibility, and travel.

Compensation

The anticipated base salary range for this position is $135,000-$165,000 annually. Actual compensation will be determined based on factors including relevant experience, qualifications, skills, location, and internal equity.

Benefits

NexTech Solutions offers a comprehensive benefits package designed to support employees and their families, including competitive health, dental, and vision coverage, retirement savings options, paid time off, and additional employee benefits.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. NTS will also consider qualified applicants with criminal histories consistent with relevant laws for employment.

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [e-mail]