Job Overview
The Customer Success Engineering role is responsible for providing expert level technical advice and assistance to a dedicated set of existing customers. Customer Success Engineers work directly with our customers to troubleshoot and resolve highly technical issues as well as work to identify platform bugs and handle new inbound customer feature requests. This role forms part of the Field Engineering team and requires extensive collaboration with other Engineering team members plus multiple teams within Kentik such as Solutions Engineering, Customer Success Management, Product, and the Operations & Engineering team responsible for developing and maintaining the Kentik platform. This position will be supporting customers across APAC, candidates based in Singapore speaking English fluently will have the biggest advantage.
This is truly an exciting opportunity for a motivated individual looking to join a rapidly growing global team of extremely talented engineers, and that has significant career path growth potential within the organization.
What you’ll do
- Establish, grow, and own technical relationships with existing Kentik customers
- Proactive customer outreach to build and maintain long lasting technical relationships that provides value to Kentik customers
- Serve as an expert level escalation point for customer support issues
- Collaborate with internal platform Operations & Engineering teams on newly identified bugs and customer feature requests
- Work closely with the teams of Customer Success Managers, Account Executives, Solutions Engineers, and Product to ensure that customers achieve maximum value from the Kentik platform
- Located in APAC region (Singapore preferred)
- A “customer obsessed” mindset
- Strong written and verbal communication skills: must be able to articulate complex technical ideas concisely and effectively
- Experience with popular network vendor CLIs: Cisco, Juniper
- Strong experience with TCP/IP and Internet Routing Protocols (IPv4/v6, BGP, MPLS, OSPF, HTTP/3 QUIC, DNS, etc.)
- Experience with CDN architectures (OTT, Anycast, GSLB)
- Strong experience with network monitoring suites (Netflow, Jflow, Sflow, IPFIX, SNMP, INT)
- Experience with synthetic/network performance testing
- Experience creating and analyzing tcpdump packet captures using Wireshark, or similar
- Strong experience in Network Security (DDoS mitigation/scrubbing, Firewalls, Security Groups, NACLs, micro segmentation, cloud native)
- Experience programming in Python, scripting in Perl and Bash
- Infrastructure-as-Code for orchestration/configuration management with Pulumi, Terraform, CloudFormation, Ansible, Puppet, Chef, Helm
- Strong working knowledge of APIs, maintaining RESTful code
- Hands-on experience with Linux networking
- Experience querying relational databases (PostgreSQL, MySQL)
- Contribute to shared knowledge base and best practices
- Ability to travel up to 25% of the time
