[Remote] Customer Success Engineer
Note: The job is a remote job and is open to candidates in USA. Lightbits Labs is seeking a talented Customer Success / Post-Sales Support Engineer to join their innovative team. In this role, you will help deploy and support cutting-edge storage technologies while directly impacting the experience of enterprise customers by resolving complex technical challenges and acting as the Voice of the Customer.
Responsibilities
- Customer Technical Support: Lead post-sales and customer success activities, partnering directly with customers to diagnose and resolve complex technical issues
- Engineering Collaboration: Analyze diverse customer use cases and partner closely with internal engineering groups to develop unique solutions, ensuring an exceptional, customer-obsessed experience
- Product Improvement: Leverage field insights and technical expertise to continuously improve Lightbits’ product supportability, quality, and internal processes
- Infrastructure Guidance: Provide expert guidance to customers on capacity planning, performance monitoring, and integration with automation frameworks (e.g., Ansible)
- Lifecycle Management: Plan, validate, and oversee Lightbits software upgrades, OS updates, and security patches
- Deployment & Baseline: Install and configure Lightbits clusters, validate networking and storage settings, and document clear operational baselines
- Knowledge Sharing: Develop, update, and deliver targeted training sessions for customer technical teams, while actively contributing to internal team knowledge
- Feature Development & Enhancements: Collaborate directly with core engineering teams to design, write, and implement small product features, enhancements, and bug fixes driven by customer feedback and field requirements
Skills
- At least 3 years of relevant experience in a customer-facing technical support, systems engineering, or post-sales role
- Proven track record of working with external enterprise customers, featuring a positive attitude, high availability, and strong engagement
- Exceptional debugging and troubleshooting skills with the ability to solve complex problems independently in a fast-paced environment
- Hands-on experience working with enterprise storage systems and troubleshooting server hardware issues
- Strong proficiency in Linux operating system administration and Shell scripting
- Deep understanding of networking technologies and protocols (e.g., Ethernet, TCP)
- Solid understanding of enterprise support workflows, including ticket handling, proactive monitoring, and support metrics
- Excellent verbal and written communication skills with the ability to explain complex technical concepts clearly
- A collaborative team-player mindset, paired with a strong ability to self-manage and work independently
- Readiness and willingness to travel as needed
- Proficiency with Python or other scripting languages
- Familiarity with system security tools and performance benchmarking/monitoring tools
- Bachelor's degree in Computer Science, Software Engineering, Electrical Engineering, or a related field (or equivalent commensurate experience)
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