Customer Success Engineer

What You'll Do

• 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
• 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

What You Bring

Required

• 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
• 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

Nice to Have

• Experience at an MSP or software provider serving the MSP market
• Prior exposure to ITSM or ITIL concepts
• Experience building technical onboarding playbooks or repeatable processes from scratch
• Interest in growing into a future team leadership or Director-track role