Customer Success Engineer, West Region

Role overview

As a customer success engineer, you’ll help enterprise customers adopt a telemetry platform and achieve practical outcomes from it. The role blends tailored technical guidance for individual accounts with scalable education and enablement for larger customer groups. You’ll also use customer feedback and engagement data to improve adoption, retention, and the support experience.

Responsibilities

- Create and deliver customer-specific adoption plans, product guidance, and troubleshooting support. - Advise customers on how platform capabilities can support their business objectives. - Contribute to webinars, workshops, documentation, and other programs that educate customers at scale. - Share customer needs and product feedback with product, engineering, sales, marketing, and customer operations teams. - Review usage and engagement data to spot common obstacles, improve programs, and report on customer health. - Identify retention risks and growth opportunities, and find ways to automate or personalize customer engagement.

Requirements

- Strong knowledge of data observability or security technologies, such as SIEM, application performance monitoring, logs, and metrics. - Comfort working with enterprise software, distributed systems, and cloud environments. - Strong customer communication, presentation, analytical, and troubleshooting skills. - Ability to connect customer goals with practical adoption plans and technical content. - Experience coordinating projects and collaborating across customer-facing and technical teams. - Based in the western United States, with Pacific or Mountain time preferred; willingness to travel up to 15–20% and occasionally work outside standard hours.

Nice to have

Experience in scaled customer success or technical account management; familiarity with customer success platforms such as Gainsight and analytics tools; experience with AWS, Azure, or Google Cloud; and background administering or architecting data engineering or analytics platforms such as Splunk, Elastic, Datadog, or Snowflake.

Benefits and work setup

This is a remote-first position. The listed base salary range is $110,000–$150,000, depending on location, knowledge, skills, and experience. Eligible employees may receive incentive compensation or participate in a corporate bonus program. Benefits include health, dental, vision, disability and life insurance, paid holidays and time off, fertility support, retirement savings, and equity.