Customer Success Engineer at Netskrt Systems Inc

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Full Time

Start Date

Immediate

Expiry Date

27 Feb, 26

Salary

0.0

Posted On

29 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Technical Consultancy, Problem Solving, Communication, Networking Protocols, Time Management, Analytical Skills, Scripting Languages, CDN Technologies, Video Streaming Protocols, Software Repositories, Advanced Networking Configurations, Team Collaboration, Customer Advocacy, Technical Documentation, Sales Enablement

Industry

technology;Information and Internet

Description

About the Role Netskrt is looking for a Customer Success Engineer to support the growing customer base for the Netskrt Extreme edge CDN. The Customer Success Engineering Team is responsible for ensuring that Netskrt customers realize the benefits and value that the Netskrt edge CDN offers and works with both content customers and network operator customers. This is a hybrid role located in our beautiful office in downtown Vancouver, BC. On the Customer Success Engineering Team, part of the Product Strategy Org, your primary responsibility will be to support our business and revenue goals by engaging directly with customers in a technical consultancy and advisor role during their Netskrt on-boarding, owning the technical solution for each customer and taking responsibility for the successful turn-up of the eCDN and its use in delivering digital content. You will act as an ongoing technical point of contact between the customer and other Netskrt functions, including Account Management, SRE, Development, and Product Management teams. About Netskrt We are a highly motivated team dedicated to delivering products and services that improve both the consumer experience when accessing internet video at the edges of the internet and the performance of those networks for the network operator. We have developed a set of interrelated technologies targeting businesses that offer high-speed internet access to their customers but which operate within challenging networking environments. The Product Strategy Org is responsible for overseeing Netskrt products, the strategy being executed by the Netskrt products, and the success of Netskrt customers in making use of our products and services. Product Strategy Org teams include Product Management, Analytics, and Customer Success Engineering. The Customer Success Engineering team is expected to work closely with the Product Management team and other Netskrt teams. About You You enjoy solving problems and have a customer-centric mindset. You should be passionate about learning new technologies and running systems and software in the real world. You must enjoy a close-knit team environment of shared responsibility and be a team player and a self-starter. You have exceptional technical skills and enjoy solving challenging problems. You are a quick learner, adapt easily, and have great interpersonal and communication skills. As part of the Netskrt team, you will have the opportunity to contribute to the design and implementation of solving challenging problems in a startup environment, working with accomplished engineers with a proven track history of success. Responsibilities: In this role you will: Demonstrate ownership * Take accountability for the technical solution required for content and ISP customers. * Be accountable for customer onboarding success. * Own the ongoing technical relationship and communication with the customer. * Own the effectiveness of the onboarding process and work with others to agree on priority and improve the process. * Liaise with SRE, Dev, and Management team members during onboarding to achieve successful eCDN deployments and increase Netskrt CDN capacity. * Use meaningful metrics to identify opportunities to improve deployed solutions for customers. Advocate for the customer and the product * Advocate for ISP customers during and after the onboarding process, representing their needs and issues to the technical and service groups in Netskrt. * Ensure consistent and appropriate communication between customers and Netskrt groups for successful onboarding and ongoing solution success. * Provide support to ISP customers by responding to direct inquiries and as needed by Netskrt support after onboarding. * Represent the Netskrt product and solution options appropriately to customers in order to determine the best fit. * Identify and communicate requests for additional product features/functionality and suggested improvements to the product identified by you or the customer to the Product Management team. You will work in tandem with our sales and business development team, being introduced to ISP customers during the sales cycle. You will be responsible for the technical relationship with the ISP customer and the ongoing success of their deployed solution. You are expected to have in-depth knowledge of product functional capabilities and technical architecture and possess a good understanding of the sales enablement landscape. You will be expected to define and document solutions for customer integration with Netskrt services and be able to describe these to the customer’s technical and business stakeholders. The successful candidate will possess an outstanding record of professional experience and will thrive in an environment that demands accountability. You will be a key member of a team that understands the big-picture perspective and instills a customer-first attitude. Required Qualifications, Skills, Experience: * At least five years of technical industry experience * At least two years experience in a customer-facing or business-to-business communications role. * Deep understanding of internet and networking protocols * Analytical mind with excellent problem-solving skills * Excellent written and verbal communication skills * Excellent time management, communication, decision-making, presentation, and organizational skills Desired Qualifications: * BA/BS degree with a concentration in computer science * Experience with caching and CDN (content delivery network) technologies (Amazon, Google, Limelight/Edgio, Akamai, Fastly) * Experience in video streaming protocols * Ability to understand, modify, and create tooling in scripting languages such as JavaScript, Python, Bash, or PowerShell * Experience contributing to software repositories using source control tooling such as Git or SVC. * Experience with advanced networking configurations both server-side and switch/router-side. Some examples are bonding, bridging, and BGP Peer Configurations. Good to Know: * Competitive salary based on skills and experience * Health benefits on Day 1 * 3 weeks vacation to start * Highly collaborative environment * Stock options * Monthly social * Next to SkyTrain * Secure bike room in office building * Gym in office building

Responsibilities

The Customer Success Engineer will support customer onboarding and ensure successful deployment of the Netskrt edge CDN. They will act as a technical point of contact, advocating for customer needs and improving onboarding processes.