Customer Success Engineer

6 days ago

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Halcyon

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Halcyon accelerates the impact-driven future of business.

social enterprise • civic arts • changemakers • innovators • art

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Description

• Convert customer strategy and needs into a customer success plan and execute on the plan. • Nurture customers on their Halcyon journey to discover the full value of the Halcyon platform and services. • Foster customers through the onboarding process and provide guidance around how they can achieve the maximum adoption and usage of the platform to meet their needs. • Proactively monitor and report on customer health. • Maintain regular customer cadence and communication around adoption trends, sentiment, and opportunities for deeper engagement. • Act as the customer advocate and escalate issues as necessary to expedite solutions and outcomes. • Work closely with the Halcyon Account Executives and Solution Architects to identify upsell opportunities. • Perform in-depth analysis and diagnosis for Halcyon Agents operating on Windows, macOS, and Linux. • Resolve complex technical issues while delivering top-notch support to customers. • Respond to escalations via phone or email promptly, courteously, and professionally. • Document technical resolutions in the knowledge base as needed. • Learn and develop new skills quickly as required. • Perform other duties as assigned.

Requirements

• At least five years of related experience in technical customer support or a similar role. • Bachelor's degree in a related field; a Master’s degree or PhD can substitute for equivalent years of experience. • Direct post-sales customer advocacy and engagement experience. • Excellent executive-level communication (written and oral), presentation and interpersonal skills. • Strong experience with customer onboarding and customer success. • Demonstrated success managing customer journeys and engagements. • Experience with application-level support to include installing, configuring, tuning, and performance troubleshooting. • Ability to configure Windows Operating Systems to capture crash dumps and conduct preliminary dump-file analysis. • Proficiency in navigating macOS and Linux operating systems via terminal, with familiarity in executing various terminal commands to effect change or capture device information. • Familiarity with network topologies, edge devices (including routers and proxies) and troubleshooting techniques. • Ability to provide customer support and utilize customer support tools effectively. • Experience with Zendesk, Jira, Postman API, and Salesforce a plus. • Strong verbal and written communication skills, with the ability to interact with stakeholders of varying levels of technical knowledge.