Customer Success Engineer

TL;DR

Customer Success Engineer: Leading and managing the onboarding process and providing technical support for strategic customers, ensuring their long-term adoption and success with hirify.global's products. Focus on diagnosing and resolving complex networking and security issues, conducting QBRs, and building strong customer relationships.

Location: Remote (Canada)

Salary: CAD 268,000–335,000 (OTE)

Company

hirify.global is a fully distributed software company founded in 2019, building software to securely interconnect people and their devices.

What you will do

• Lead and manage the onboarding process for new strategic customers, providing training and resources.
• Offer technical support, diagnosing and resolving issues across hirify.global's platform.
• Conduct QBRs with customers to review usage, success metrics, and future goals.
• Build strong relationships with customers, acting as a trusted advisor.
• Serve as the voice of the customer internally, relaying feedback and insights to product and engineering teams.
• Work closely with sales, product, engineering, and support teams to drive customer success.
• Develop and maintain technical documentation, FAQs, and guides for customer self-service.

Requirements

• 6+ years in a technical role with minimum 2 years of customer-facing experience (e.g., Solutions Engineer, Sr. Support Engineer).
• Experience working with enterprise customers in a consultative capacity.
• Strong understanding of networking, VPNs, and security principles.
• Experience with cloud infrastructure (AWS, GCP, Azure) and DevOps tools like Docker and Kubernetes.
• Ability to clearly explain complex technical concepts to diverse audiences.
• Analytical mindset and strong troubleshooting skills.
• A passion for delivering excellent customer service and building long-term customer relationships.
• Ability to manage multiple customer accounts, prioritize tasks, and keep projects on track.

Culture & Benefits

• Inclusive, flexible, remote-first environment that values diverse voices and backgrounds.
• Competitive total compensation package including base salary, equity incentive plan, and variable commission.
• Comprehensive group benefits (health, vision, dental) with no waiting period for you and your family.
• Opportunities to connect with other Tailscalars IRL through annual company retreats and team off-sites.
• Support for personal and professional development with $1500 USD annually and mentorship opportunities.
• Flexible, paid time off program for healthy work-life integration.
• Build-your-own home office setup with a company-owned laptop, monthly internet reimbursement, and $1000 USD customization budget.
• Generous parental leave program with top-ups for up to 26 weeks from your first day.