Customer Success Engineer

VMware (Cork, Ireland) 28 days ago

Customer Success Engineer - Job Description

Business Summary

Tanzu Observability by Wavefront is a core component of VMware’s leading-edge Modern Apps Platform BU. Wavefront’s SaaS delivered Observability Platform enables customers to carry out real-time monitoring of their production code, rapidly analyze and then act to reduce downtimes. Major SaaS companies and Digital Enterprises depend on Wavefront to deliver on their SLA commitments in a consistent fashion during full scale production.

Position Overview

The Wavefront Customer Success Engineering team consists of highly experienced technical professionals with deep, immersive product knowledge, monitoring expertise and strong customer relationships. They represent a strategic asset that is made available to Wavefront’s customers and community of users and their focus is to understand and accelerate the realization of their business objectives through the successful adoption of Tanzu Observability.

We are a team focused on the following:

  • While being responsive to the always-on needs of leading SaaS customers, we are focused on delivering best practices to support top enterprises as they go beyond monitoring on their observability journeys
  • Maintaining customer satisfaction by engaging the larger VMware community, removing roadblocks, and influencing product roadmaps in support of our existing customers
  • Our success is measured by the increased adoption/consumption of the Wavefront by VMWare solutions and retention and growth of customer relationships.

Job Responsibilities

Escalations/Incident Management

  • Function as primary point of contact during escalations/incidents
  • Provide timely proactive and responsive communication during ongoing incidents
  • Communicate with Incident Management Team Leads in Engineering and SRE teams during ongoing incidents to understand customer impact and ensure a customer-first approach throughout the incident
  • Provide required closed loop technical support to Incident Management teams to help with issue resolution
  • In the case of High Severity Incidents, work with Incident Management Team to generate a clear and thorough Root Cause Analysis that can be shared in a timely fashion with customers
  • Follow-up with Engineering and SRE to address open action items associated with incidents

Continuous Customer Health Monitoring

  • Review customer health through dashboards and alerts
  • Communicate with customers as needed and proactively identify opportunities to help customers derive value and be successful
  • Fine-tune existing internal objects (alerts & dashboards) to ensure continued value, and identify, create, and manage new objects as the need arises
  • Monitor Customer communication channels and provide support

“Peace-Time” Focus

  • Identify opportunities for improving overall Customer Experience
  • Generating KB docs as necessary to help reduce time for customer to become successful
  • Test Upcoming features/functionalities to ensure no major customer impact will be observed prior to release
  • Drive data quality, process and automation to improve operational and support efficiencies

Basic requirements:

  • Demonstrated track record of customer management and support experience in Enterprise Software/ SaaS environments
  • Excellent communication skills, including with internal and external stakeholders and all levels of management.
  • Proven record of driving issues to resolution with great customer satisfaction
  • Ability to manage multiple customer accounts, projects and deadlines simultaneously
  • Willing to be a hands-on contributor and a proactive team player
  • Ambitious and driven, thriving in a demanding and fast-paced environment
  • Excellent critical thinking and advanced troubleshooting skills.
  • Maintain per-customer view of reported issues; regularly communicate with customers, Wavefront Product Management and Engineering.
  • Participate and partner with product development to help define and contribute to solutions and tooling based on customer requirements – contribute directly to the delivery of these solutions through scripting, coding, testing, documenting, demonstrating and/or showcasing at various conferences.
  • Work closely with product management and product development team on problem solving, driving product improvements, diagnose issues and yield a solution (workaround or long-term solution) to a customer in the fastest possible time.
  • Fluent in at least 1 programming language, Knowledge of Java, Python or Go programming
  • Knowledge of efficient data structures, query parsing, and optimization.
  • Bachelor’s Degree in Computer Science, Engineering, Mathematics, related field or equivalent experience.

Category : Engineering and Technology
Subcategory: Software Engineering
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Remote: No
Posted Date: 2020-08-25



VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at [...] Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

Customer Success Engineer

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