Technical Success Engineer

Customer Success, Technical Support & Professional Services Mexico City, Mexico


Description

 As a member of the “One Gigamon” team, you are a trusted advisor to our customers, always striving to deliver the right combination of technology and expertise to fit our customers’ needs. Your passion for deep observability and dedication to building a vibrant practice with diversity of thought and experience at the core, will provide you with the opportunity to help others achieve their goals and objectives, to nurture and grow your own skills and abilities, and to thrive through dynamic, expertise driven, collaborative relationships.           
         
The ideal candidate is a technical cloud expert and practitioner who complements the Customer Success Managers by bringing expertise to the customer’s onboarding and adoption journeys  for deployments, technical health checks, and when technical advice and best practices are needed. Based on customer success and lessons learned, the TSM will publish articles and deliver 1-to-many webinars for customers to avoid common pitfalls across different cloud use cases.           
         
What you'll do:         
  • Ensure customer use cases can be deployed through validated designs.           
  • Drive effective communications with customers and internal teams.           
  • Effectively scope prospective customer use cases.           
  • Proactive engagement with customers to provide clear and consistent experiences for planning, deployment, adoption, integration, and expansion.          
  • Establish a clear, regular, and effective communication cadence with the customer success managers, account teams, and customers.          
  • Demonstrate an ability to interact at all levels within customer organizations, from C-level to front-line technical staff.          
  • Develop continuous product education and awareness programs, delivering 1: Many training sessions as required.          
  • Track Customer Success KPIs. Develop and manage action plans to continuously improve delivery and adoption of features         
  • Represent the customer with Gigamon’s Support, Engineering, and Product teams when they troubleshoot customer concerns to ensure that critical issues are documented and escalated in an expeditious manner for resolution.          
  • Serve as a customer advocate within Gigamon and report customer feedback internally to Account Management, Product Management, and Engineering.            
  • Establish oneself as the technical advisor to the customer and a liaison between internal Gigamon teams and the customer to ensure product adoption and stickiness.            
  • Develop solutions to solve customer issues, leading towards product experience enhancements.          
  • Travel to customer locations and industry events as needed.          
  • Evaluate customer needs, coordinate design for a solution, and clearly communicate proposed solutions with an outline of next action items.          
  • Deliver succinct and fact-based communications, both verbally and in writing.        
What you've Done:         
  • You hold a BA/BS in a quantitative/technical field or an equivalent qualification. 
  • With an impressive track record, you bring over 5 years of experience in technical delivery, service delivery, client management, and/or managed services. 
  • Your extensive background includes significant experience in customer-facing support or consulting roles, such as professional services, account management, project management, customer service, customer success, and more. 
Who you are:        
  • You are a team player who possesses a desire and ability to work in a fast-paced, goal-oriented environment.
  • With domain knowledge in networking and security of public and private clouds, you bring valuable expertise.
  • Your strong knowledge extends to the working mechanisms of large enterprise customers.
  • You have a fundamental understanding of network and security protocols and operating systems (Windows, Unix, Linux).
  • Your awareness of current Public and Private Cloud challenges and solutions sets you apart.
  • You have a proven track record in driving internal departments and resources to solve complex customer experience or implementation problems.
  • As an analytical thinker, you exhibit strong problem-solving abilities.
  • You are professionally proficient in English for both business and technical conversations.
  • You have the ability to ravel within the US
   
 

We are committed to a diverse, equitable, and inclusive Gigamon. As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic under applicable federal, state, and/or local law.

Gigamon fosters a business culture dedicated to equitable hiring. If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.

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