Lead Customer Enablement Engineer

Lookly, LLC; United States; Remote; USD 140,000 - 155,000; Full time

Job summary

A leading company is seeking a highly motivated Lead Customer Enablement Engineer to join their remote team. This role involves leading customer enablement activities, providing strategic guidance, and engaging directly with customers. The ideal candidate will have extensive experience in IT infrastructure, particularly with IBM Spectrum Protect and Veeam, and will excel in problem-solving and communication. This is a player/coach role, requiring both leadership and hands-on contributions to customer success.

Benefits

Annual Bonus

Stock Options

Qualifications

• 8+ years of experience in IT infrastructure, focusing on backup and recovery.
• Strong experience with IBM Spectrum Protect and Veeam, including troubleshooting.

Responsibilities

• Lead complex troubleshooting efforts and collaborate with internal teams.
• Provide expert guidance on technologies including networking and cloud infrastructure.

Skills

Problem-Solving

Communication

Tools

IBM Spectrum Protect

Veeam

Linux

Windows

Unix

Job description

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This range is provided by Lookly, LLC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$140,000.00/yr - $155,000.00/yr

Additional compensation types

Annual Bonus and Stock options

Role: Lead Customer Enablement Engineer

Location: REMOTE (Must reside in the US)

Note: Must be authorized to work in the US on an unrestricted basis.

We are seeking a highly motivated, technically skilled Lead Customer Enablement Engineer to join our team and play a key role in leading Customer Enablement activities. The Customer Enablement team consists of skilled individuals who deliver enterprise-class deployment, onboarding, and ongoing support for our customers around the globe.

The Lead Customer Enablement Engineer will be expected to lead functional areas within Customer Enablement, including:

This is a player/coach role that requires direct customer engagement, strong technical proficiency, team building, and leadership. The ideal candidate will provide strategic guidance to the team while also contributing hands-on to day-to-day Customer Enablement activities, with a particular focus on large and complex customers. This role reports directly to the Vice President of Customer Enablement.

The ideal candidate will have a strong background in IBM Spectrum Protect, Veeam, and other enterprise backup products, along with a solid understanding of storage systems, networking, server hardware, operating system administration, and cloud computing concepts. Experience in customer-facing roles—such as technical sales or technical support leadership—is a plus.

ROLE RESPONSIBILITIES

• Foster a culture of collaboration and knowledge sharing within the Customer Enablement team
• Serve as a recognized technical leader and mentor to team members
• Maintain a high level of awareness regarding customer issues, team activities, and service delivery
• Develop and sustain subject matter expertise across all components and functionalities of the SaaS platform
• Proactively monitor customer interactions and system performance to identify and address issues impacting customer satisfaction
• Lead complex troubleshooting efforts, collaborating with internal teams such as Engineering and Systems as needed
• Provide expert guidance on technologies, including Spectrum Protect, Veeam, networking, operating systems, security, databases, and cloud infrastructure
• Advocate for continuous improvement in internal and external documentation
• Demonstrate strong organizational, time management, and prioritization skills to meet productivity and service quality standards
• Communicate effectively with customers in both in-person and remote settings
• Identify opportunities for process improvement and escalate concerns when necessary
• Offer schedule flexibility to support customer activities that occur outside standard business hours
• Collaborate cross-functionally to deliver on the team's mission and organizational goals

QUALIFICATIONS

• 8+ years of experience in IT infrastructure, with a focus on backup and recovery, server administration, or enterprise storage
• Excellent problem-solving skills using fact-based analysis and the ability to work independently and under pressure
• Strong experience with IBM Spectrum Protect (TSM) and Veeam, including installation, configuration, and troubleshooting
• Solid understanding of storage/SAN technologies, security, networking, server hardware, cloud vendor offerings, and disk/tape systems
• Experience with administration of one or more operating systems such as Linux/Unix/Windows
• Broad awareness of applications used in enterprise data centers across all industries
• Experience working directly with customers in technical roles, preferably in technical support, professional services, or technical sales
• Exceptional verbal and written communication skills, with the ability to explain complex technical concepts to non-technical stakeholders

PREFERRED QUALIFICATIONS

• Experience with SaaS-based data protection platforms and enterprise-class backup software products
• Knowledge of cloud platforms (AWS, Azure, Google Cloud) and hybrid cloud environments

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Business Consulting and Services

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