Customer Success Engineer (SaaS)

Location: Remote from Costa Rica

Company

Provides SaaS-based backup, recovery, migration, disaster recovery, and ransomware protection for on-premises and cloud-native environments.

What you will do

• Advocate for customers by building trust, understanding business and technology goals, and removing adoption barriers.
• Analyze customer usage and needs to increase solution consumption, value, loyalty, and on-time renewals.
• Design and support technical architectures, implementations, and deployments for enterprise and public-cloud environments.
• Demonstrate product value, communicate customer outcomes, and contribute to customer case studies.
• Provide enablement for customers and partners and act as a subject matter expert on enterprise and public-cloud solutions.
• Collaborate closely with product management, engineering, account management, and technical communities.

Requirements

• Bachelor’s degree in Computer Science or equivalent and 5+ years of experience in technical architecture, consulting, implementation, design, or technical support.
• 4+ years of experience with SaaS, IT infrastructure, or data protection for enterprise and public-cloud customers.
• In-depth understanding of hybrid-cloud environments, including IaaS and SaaS, with hands-on knowledge of at least one public cloud.
• Experience in solution architecture, solution design, or strategic consulting.
• Strong customer advocacy, communication, problem-solving, strategic thinking, and cross-functional collaboration skills.
• Ability to explain technical and business concepts clearly and work with stakeholders at all management levels.

Nice to have

• Public-cloud certification in Azure, AWS, or GCP.
• B2B SaaS experience.
• Experience in data protection, cloud-native, security, or data storage industries.
• Experience building products or processes in a fast-growing SaaS company.

Culture & Benefits

• Inclusive global culture centered on authenticity, grit, and empathy.
• Medical insurance and generous paid time off.
• Career development programs and opportunities for continuous learning.
• Employee participation in the company equity program.
• Equal-opportunity workplace committed to a discrimination- and harassment-free environment.