Sr. Customer Success Engineer - Central US

FOSSA, Inc.; United States; Remote; USD 200,000 - 230,000; Full time

Benefits offered by this job

Amazing team culture

Best Start-up to work for 2024-2026

Competitive salary and equity

Unlimited PTO

Job summary

FOSSA, Inc. is seeking a Sr. Customer Success Engineer who thrives on technical challenges and deep-dive collaboration with customers to achieve their goals.

You will bridge gaps between customer expectations and FOSSA deliverables, while driving technical strategies with success managers and engineering teams. Ideal candidates have strong scripting, OSS experience, and a knack for communicating complex topics to non-technical audiences.

Qualifications

• Ability to write and maintain scripts (bash, Python, Perl, etc.)
• Write and maintain customer-facing technical project documentation
• Help customers plan complex technical rollout identifying stakeholders and obstacles
• Understanding of threat modeling in modern software architecture
• Collaborate with internal teams to reproduce product defects and coordinate escalations
• Thrive in a fast-growing startup with ambiguity and challenges
• Open source experience is a plus

Responsibilities

• Lead consulting engagements for FOSSA prospects and customers related to code licensing and vulnerability audits
• Own technical responsibility over a set of FOSSA customers
• Understand OSS needs and challenges of enterprise stakeholders
• Integrate FOSSA CLI with CI/CD pipelines (e.g., Jenkins)
• Deploy FOSSA per customer build environments
• Work with Customer Success Managers to drive technical integrations and outcomes
• Cultivate technical champions within customers and act as trusted advisor
• Collaborate across Success, Product Engineering, and Product Management to serve customers

Skills

Scripting (bash/Python)

Customer-facing docs

Tech rollout planning

Threat modeling

On-call collaboration

Open source experience

Travel up to 20%

Tools

CI/CD tools

FOSSA CLI

Job description

Your Mission

You’re a Sr. Customer Success Engineer that thrives on technical challenges and going deep with customers to help them accomplish their goals. Exceptional work ethic is second nature to you, and you welcome a certain level of ambiguity. You understand that customers are what make a company and are willing and able to bridge the gap, narrow or wide, between customer expectations and what FOSSA delivers today.

Simultaneously, you do not hesitate to speak up internally, you constantly seek to identify and improve technical processes and eliminate obstacles. You can be polished and well spoken in front of customers, articulating complex technical situations in a simple and concise manner to non-technical audiences. You can also be “gloves off” and tell the unvarnished truth in the right circumstances.

Your technical acumen in helping customers is strong, and you are able to adapt to the different personas that interact with FOSSA (Lawyers / IP Councils, Project Managers and other Intermediaries, Engineering Leaders and Software Engineers of various types and backgrounds). Strong bonus if you have had prior OSS or similar experience.

Most importantly, you are a true team player, you want to partner with your Customer Success Managers, other engineers on the CS team, Product and Engineering contributors and many others to drive meaningful outcomes. You love open source and what it stands for in furthering software development and ultimately human advancement. You don’t ever give up and embrace adversity while approaching difficulties head-on.

Responsibilities & Key Skills:

• Lead consulting engagements for FOSSA prospects and customers pertaining to M&A activities involving code licensing and vulnerability audits
• Ongoing technical ownership and accountability over a set of FOSSA’s customers
• Solid understanding of enterprise-grade company stakeholder OSS needs and challenges
• Hands on experience with CI/CD pipelines and how to integrate plugins (e.g. integrate FOSSA CLI in a Jenkins environment)
• Consultative and hands-on approach to deploying FOSSA based on each customer’s specific build environments
• Partner closely with your Customer Success Managers to drive customer strategy around highly technical, often complex integrations and outcomes
• Continuously work to find and cultivate new technical champions within customers, forge trusted advisor relationships with your customers
• Think and act “customer-first”, collaborating closely with all key parts of FOSSA (Success Managers, Product Engineering, Product Management, etc.)

Qualifications:

• Proven ability to write and maintain scripts (bash, Python, Perl, etc.)
• Proven ability to write and maintain customer-facing technical project documentation
• Experience with helping customers plan a complex technical rollout within their organization, identifying key stakeholders, obstacles, etc.
• Working knowledge and understanding of threat modeling and how it applies to modern software architecture, ability to provide consultative recommendations
• Able to partner and collaborate with internal teams in reproducing product defects, coordinate escalations and be able to be provide input to on-call teams at FOSSA
• Desire to thrive by overcoming challenges, ambiguity and other “rough edges” in a fast-growing startup environment
• Sense of humor, persistence, professional gregariousness
• Espouse to core values of being biased toward action, solution oriented, and not afraid to experiment

It’s a plus if you also have:

• Previous experience as a Technical Consulting Engineer, Sales Engineer or Solutions Architect in a related field
• Hands-on Open Source Software (OSS) license compliance consulting experience for Mergers and Acquisitions (M&A)
• Experience with private SaaS (single tenant) and on-prem SaaS (connected and disconnected), kubernetes (k8) or similar experience
• Solid understanding of open source software, passion to learn
• Prior open source software contributor experience
• Working understanding of the different open source licensing frameworks (i.e. GPL, MIT, Apache License, etc.), ability to discuss relative high-level merits of the different licensing frameworks
• Prior experience with SCA and/or SAST tools
• Working knowledge of software development security and vulnerability risks
• Working knowledge and understanding of software development build systems
• Previous SaaS experience, ideally working for a SaaS vendor with a complex implementation and integration requirement (e.g. network and/or cloud monitoring, AI tooling, computer vision, etc.)
• Ability to travel up to 20% of the time to meet with customers as needed

Why you'll love working at FOSSA:

• Amazing team culture and environment
• Named by Built In as Best Start-up to work for 2024, 2025, 2026 and Forbes 2022
• Competitive salary and equity package
• Unlimited PTO

The annual cash compensation range for this position is $200,000 - $230,000 OTE USD. Final compensation will be determined based on experience and skills and may vary from the range listed.

FOSSA is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.