Senior Customer Success Engineer

Job Summary

We're looking for a highly technical Customer Success Engineer to join our Customer Success team. The Customer Success Engineer plays a crucial role in implementing and integrating Traceable by Harness AppSec solutions and use cases.

You will represent our AppSec suite of products to deliver expert-level troubleshooting and ensure fast, effective resolution of customer issues. You’ll provide strategic technical guidance and share best practices to help customers optimize their usage and realize maximum value of our platform. Additionally, you'll offer thoughtful, data-driven recommendations for product enhancements and collaborate closely with product and development teams to bring them to life.

You are a hand-on technologist with experience in DevOps, App Security or Cloud security with deep expertise in Kubernetes and systems architecture.

About The Role

• Deliver happiness to our users - handle and resolve Tier 1-3 product support issues and/or solution implementation and delivery activities with minimum involvement from developers.
• Serve as the primary technical point of contact for a portfolio of key customers, building strong relationships and ensuring a deep understanding of their business needs and technical requirements.
• Help our users with  onboarding, third party integrations, license management and feature requests.
• Team up with the technical account managers (CSM) to onboard and support our customers.
• Act as the subject matter expert in our modules to guide customers on platform configuration, integration, and custom solutions throughout their journey.
• Provide systems engineering and support expertise for our on-premises platform running on Kubernetes.
• Advocate customer needs/issues cross-functionally.
• Assist customers in integrating application security into their Security and DevOps workflows.
• Create and maintain technical documentation, including implementation and best practice guides.
• Collaborate with Product and Engineering teams to enhance the user experience of the platform.

About You

• 5+ years of experience as a developer, technical architect, consulting, technical account manager, or customer success engineer.
• Strong experience in AppSec, performance optimization, and cloud technologies (AWS, GCP, Azure).
• Hands-on experience with Kubernetes and its ecosystem.
• Familiar with private cloud and app/containerization platforms (OpenShift, Rancher, PCF, etc.).
• Experience and understanding of DevOps principles and practices, including CI/CD pipelines, automation, and infrastructure-as-code.
• Ability to quickly learn new emerging technologies, methodologies, and solutions in the cloud, DevOps, and security space.
• Excellent customer-facing skills, problem-solving and analytical skills, with the ability to quickly diagnose and resolve technical issues.
• Detail-oriented and highly organized, with the ability to manage multiple priorities and deadlines simultaneously.
• Comfortable working in a fast-paced, dynamic environment.
• Bachelor's degree in Computer Science or related field preferred.

Location

This is a remote role based out of Dallas, TX; Chicago, IL; Boston, MA; Atlanta, GA; or New York, NY offices.

The anticipated base salary range for this position is $160,000 - $180,000 annually. Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations.  The compensation package for this position also includes a commission/variable component, which is based on performance, plus equity, and benefits. More details about our company benefits can be found at the following link: https://www.harness.io/company/careers. 

A valid authorization to work in the U.S. is required