Customer Success Engineer

At Catchpoint, we are on the lookout for a customer-obsessed, highly motivated problem solver to join our Value Engineering Team. As a Value Engineer, you will be more than just a technical wizard—you will be a trusted partner to our global customers, guiding them toward success.

What will success look like in this position? 

You will dive deep into the journey of every customer, understanding their pain points and aspirations.  Provide observability analysis from every angle, ensuring our solutions align perfectly with their needs.

You will not be a cog in the machine; you will directly shape our customers’ experiences and our company’s success while working with some of the world’s best across various sectors.

Responsibilities

• As a Value Engineer at Catchpoint, you will be at the forefront of driving customer success. Buckle up because you are about to make waves:
• Onboarding Excellence: Dive into the onboarding process, ensuring our customers are set up for success. Follow best practices for effective performance monitoring.
• Juggler Extraordinaire: Prioritize, multitask, and thrive under pressure. Your mission? Drive successful customer engagements and outcomes.
• Product Guru: Educate clients about our product features and capabilities throughout their contract lifecycle. Be their go-to source of knowledge.
• Spot the Gaps: Identify client usage and adoption gaps. These are not hurdles; they are opportunities! Collaborate with Sales and Client Success Managers to drive the up-sell motion.
• Relationship Builder: Assist with account education and building customer champions. Post-sale, you will be the friendly face our customers rely on.
• Content Creator: Contribute actively to customer case studies, knowledge base articles, blogs, and webinars. Share your insights far and wide!
• Jetsetter: Travel to customer locations when needed. Build relationships, educate, and spread the Catchpoint magic.
• Tech Detective: Research and analyze internet-related events impacting customer applications.
• Lifelong Learner: Stay sharp! Attend workshops, read professional publications, and network with fellow experts.
• Team Player: Collaborate with engineering teams. Identify product opportunities and help design solutions.
• Customer Whisperer: Work closely with product management. Understand customer needs, validate future feature designs, and ensure delight.
• Renewal Rockstar: Contribute to client renewals and up-sell opportunities. You are not just helping close deals; you are building lasting partnerships.

Required Skills & Qualifications 

• 4-7 years of experience in a customer facing/ technical consulting role.
• Understanding of web and internet technologies.
• Familiarity with common Integration tools used in Synthetic, APM industry and understand (deployment, maintenance, debugging) using REST APIs and Webhook
• Basic Knowledge of TCP/IP protocols (IPv4/v6, ICMP, TCP, UDP, HTTP’s, DNS, BGP etc.)
• Knowledge of the web-performance industry is a plus
• Good analytical and triaging / data triangulation abilities
• Self-motivated, detail-oriented, organized, and the ability to work independently
• Exceptional verbal and written communication skills including experience presenting in front of a large audience
• Bachelor’s degree in Engineering / BCA / MCA / BSC / MSC