Note: The job is a remote job and is open to candidates in USA. CommandLink is a global SaaS Platform providing network, voice services, and IT security solutions. They are seeking a Customer Success Engineer to manage technical relationships with enterprise accounts, ensuring successful adoption and health of the platform.
Responsibilities
- Own the technical relationship for enterprise accounts from kickoff through full platform adoption, with account health and adoption as your primary success metrics
- Configure and deploy monitoring, alerting, and automation policies directly within customer environments
- Set up and tune systems across monitoring and RMM tooling, bringing genuine hands-on fluency rather than surface-level familiarity
- Troubleshoot network, security, and infrastructure issues alongside customers with speed and precision
- Script and automate technical workflows and integrations to reduce manual lift and speed time to value
- Act as the technical translator between customers and CommandLink's product team, listening to requests, validating what's technically feasible, and channeling that feedback into product improvements
- Build and continuously refine a repeatable technical onboarding playbook that scales across the customer base
- Support renewal and expansion conversations with deep technical credibility, without owning a sales quota
- Provide occasional technical support on new-business sales calls when infrastructure expertise is needed to move a deal forward
- Partner with solutions engineering and product teams to ensure customer feedback shapes future platform direction
- Take on additional responsibilities and projects as needed to support the success of the team and organization
Skills
- 3 years minimum, 5+ years preferred, in a hands-on technical role at an MSP or as a corporate IT administrator
- Direct, practical experience with scripting, server administration, and network deployment, including firewalls
- Real hands-on experience with monitoring and RMM platforms such as SolarWinds, Auvik, Dynatrace, or Kaseya
- Demonstrated ability to configure, troubleshoot, and resolve technical issues independently rather than escalating them
- Strong communication skills with the ability to translate technical detail for both customers and internal product teams
- Comfort working across security, network, and alerting concepts fluently enough that customers trust you as a technical authority
- Experience at an MSP or software provider serving the MSP market
- Prior exposure to ITSM or ITIL concepts, though this is not the primary hiring background for this role
- Experience building technical onboarding playbooks or repeatable processes from scratch
- Interest in growing into a future team leadership or Director-track role
Benefits
- Generous Medical, Dental, and Vision coverage for full-time employees
- Flexible time off
- 401k to help you save for the future
- Fun events at cool locations
- Free DoorDash lunches on Fridays
- Employee referral bonuses to encourage the addition of great new people to the team
Company Overview