Senior Customer Solutions Engineer

United States Digital Space LLC; Denver (CO); On-site; USD 132,000 - 186,000; Full time

Job summary

United States Digital Space LLC is seeking a Senior Customer Solutions Engineer to serve as the primary technical contact for strategic customers, guiding post-sales success and long-term partnerships. You will coordinate with Sales and Account Management to advance customer initiatives and growth.

You will lead post-sales deployments (logging endpoints, image optimization, VCL), mentor junior engineers, and communicate technical requirements across management and customer teams, in a

Qualifications

• 8+ years in Pre-Sales or Post-Sales roles in Sales Engineering, Technical Support, TAM, or Professional Services.
• Strong communication skills with customers and cross-functional teams.
• Technical experience with HTTP, TCP, TLS, DNS and related protocols.
• Experience with Varnish/VCL scripting and web platforms.
• Experience with Unix-like operating systems and networking concepts.

Responsibilities

• Be the primary technical contact for key customers and trusted advisor across accounts.
• Develop technical relationships and understand customer teams, infrastructure and plans.
• Post-sales implementation activities including logging endpoints, image optimization, and VCL coding; document configurations.
• Identify challenges and propose balanced solutions; coordinate internal escalations.
• Mentor junior Cloud Engineers and communicate technical requirements to stakeholders.

Skills

Relationship building

Verbal and written communication

Technical background in CDNs/cloud

Customer orientation

Networking fundamentals

HLS/DASH workflows

Project management

Tools

Varnish

VCL

Job description

the company helps people stay better connected with the things they love. the company’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. the company’s customers include many of the world’s most prominent companies, including GitHub, Yelp, Paramount, and JetBlue.

We're building a more trustworthy Internet. Come join us.

Senior Customer Solutions Engineer, Streaming Media

the company is looking for a passionate and exceptional Senior Customer Solutions Engineer to be the primary technical contact and trusted advisor for the company customers, building long term customer relationships with a foundation of proactive and thorough assistance. This role requires the technical expertise and the focus of client driven communications to act as the primary contact for some of our largest and most critical clients. Internally within the company, we title this role as a Senior Cloud Engineer.

A Customer Solutions Engineer (Senior Cloud Engineer) will have broad technical expertise including cloud, system, and the company architecture, along with scripting/software development capabilities and an advanced understanding of networking protocols (HTTP, TCP).

Additional responsibilities will include working with the account management team to develop customer specific strategy, building and maintaining technical relationships across multiple key stakeholders within an account, and handling of customer escalations. Collaborating with many teams across the company, this role requires leveraging technical expertise, close relationships, and communication skills to help drive customer initiatives and growth, coordinate support assistance and escalations, and effectively become an extension of the customer’s teams. The Sr. CE will be responsible for the technical mentorship and advisement on deals within their vertical.

What You'll Do:

• As the resident the company architect for your customer, you are an extension of the customer’s technical team, and represent and champion the customers needs within the company
• Develop technical relationships with multiple customer contacts to build a deep understanding of their team, infrastructure, plans, and problems they are encountering. Demonstrate an ability to present technical concepts in a streamlined manner. Display a level of comfort in working with technical devops contacts as well as various levels in the customer org.
• Post sales implementation of the company products, such as logging endpoints, image optimization and VCL coding while documenting key aspects of the customer’s configuration for troubleshooting and engagement
• Identify key challenges across an account (or internal org), sometimes before they are verbalized, and develop alternatives and solutions that balance impact and effort. Partner internally to provide a comprehensive ticket escalation and support.
• Help investigate and recommend ways to improve customer implementation and utilization of the company’s product portfolio, partnering with Sales and Account Management.
• Be your customer's champion and advocate within the company, responsible for tracking and reporting on the health of your customer accounts. Develops mutually beneficial solutions to customer tasks, balancing customer impact and the company cost/effort.
• Take initiative in adopting organizational changes and sharing progress/impact with the team. Add thought leadership to the team, while engaging others to contribute.
• Provide constructive feedback and coaching. Mentor new Cloud Engineers to strengthen their technical expertise as it relates to your area of specialty
• Be an effective communicator. Internally represent your accounts with all levels of management including risks, new opportunities, and technical requirements
• Work hands-on with CS and Sales Leaders along with internal teams and customers on any support requests or problems for assigned customers, driving escalation as necessary depending on severity.
• Assist in developing strategy for and participation in regularly scheduled customer meetings on-site and by video/phone as necessary.

What We're Looking For:

• At least 8+ years of related experience in Pre-Sales or Post-Sales in Sales Engineering, Technical Support, Technical Account Management, or Professional Services type roles, ideally with a background in CDNs, Cloud, and/or internet infrastructure products.
• Success as a relationship builder and collaborator with amazing verbal and written communication skills.
• Strong technical background and customer orientation.
• Empathy and understanding of the customer.
• Technical experience with:
  • HTTP, TCP, TLS, DNS, and other common protocols.
  • Scripting languages and web platforms, especially Varnish and VCL.
  • *nix operating systems.
  • Underlying internet technologies.
  • Clear understanding of network & system management solutions
  • HTTP Live Streaming (HLS & DASH) workflows
  • History of demonstrable organizational and project management skills

Work Hours:

• This position will require you to be available during core business hours.
• While most duties will be performed during normal business hours, there is an occasional requirement for a flexible schedule as necessary based on customer needs.

Work Location(s) & Travel Requirements:

This position is open to remote workers in the following preferred regions:

• Pacific Timezone
• Mountain Timezone
• Central Timezone

This position may require travel as required by your role or requested by your manager.

Capable and willing to travel for customer meetings as necessary.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Salary:

The estimated salary range for this position is $132,060 to $186,444

Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location.

This role may be eligible to participate in the company’s equity and discretionary bonus programs.

Benefits:

We care about you. the company works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with the company. Curious about our offerings?

We offer a comprehensive benefits package including medical, dental, and vision insurance. Family planning, mental health support along with Employee Assistance Program, Insurance (Life, Disability, and Accident), a Flexible Vacation poli