Customer Success Engineer II

The Opportunity

The Customer Success Engineer II is a technical expert for the COMPASS platform, directly engaging with enterprise clients to drive adoption and resolve complex challenges. This role combines deep product knowledge with hands-on customer interaction to ensure clients maximize their investment in COMPASS.

Key Responsibilities

• Conduct on-site visits and virtual technical deep-dives to architect solutions and troubleshoot advanced COMPASS platform issues.
• Design and deliver remote training sessions for customers, covering administrator functions and end-user workflows specific to COMPASS.
• Independently support exercises and test events as a COMPASS power user and provide ability to concurrently triage network complications.
• Serve as the primary technical advisor, translating client business needs into effective COMPASS configurations and use cases.
• Proactively manage the technical health of assigned accounts to ensure platform success and high customer satisfaction.
• Act as the voice of the customer to internal Product and Engineering teams, providing critical feedback on the COMPASS roadmap.
• Develop technical documentation and best practices for the COMPASS platform based on real-world customer engagements.
• Lead/assist with strategic business reviews with customer stakeholders to demonstrate value and alignment with business objectives.