[Remote] Customer Success Engineer

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