Archiviertes Projekt - 75% Remote: Customer Success Engineer (f/m/d) IaaS / PaaS

For our client we are looking for a Customer Success Engineer (f/m/d).

Outline data:
Start: asap / end of May 2024
Duration: 31.12.24++
Capacity: fulltime preferred
Location: Berlin, 75% remote (3 weeks remote/ 1 week onsite)

Role:
We are seeking an experienced and passionate Customer Success Engineer to join our international team. You will be part of the Product Management organization, consisting of Product Managers, Product Owners, Customer Success engineers and customer-facing Product Documentation team.

You will work very closely with:
o Customers as the first point of contact to ensure that customers can attain their desired outcome when interacting with the product.
o Product Owners who are responsible for the definition and evolution of products under their responsibility.
o Product Documentation Lead responsible for ensuring that Platform/ Product capabilities are described in customer terms.

Targets:
In this position, you will be working closely with the members of the Customers and Product Management organization. Moreover, you’ll be responsible for:
- Acting as a first point of contact for customers to make sure that they can reach their goals on the platform by performing various activities, including, but not limited to:
o Defining the User Journey/ Use-cases at various release stages in relation to the technical maturity at that point in time
o Facilitating Customer migrations from various Legacy/cloud environments to the new Platform
o Onboarding Customer to platform and acting as their first point of contact for technical/nontechnical enquires.
o Working closely with the technical documentation team to provide Customer-facing Product Documentation describing the features and capabilities for each product in the Platform
- Engaging with customer stakeholders, in collaboration with Product Owners, to:
o Communicate the overall Platform value proposition, roadmap, and progress status of the products.
o Understand customer “pain points” and needs and reflect those in the Product Management Roadmaps/ Capabilities/ Specifications.
- Identifying and documenting gaps in Platform’s product offerings and be a “voice of the customer” to document and working with the Product Owners to prioritize requirements to fill those gaps.

Skills (must-have):
The individual must be at a mid-to-senior level customer-oriented technical engineer with experience in bringing to market an IaaS/PaaS (not just SaaS) platform in either private or public cloud environments.

- A minimum experience of 3 years as a DevOps/Data/Cloud Engineer
- Hands-on Experience as a DevOps/Data/Cloud Engineer in delivering a cloud-native PaaS platform to customers (internal or external to your organization) that offers many of the afore-mentioned services.
- Experience in guiding the definition of Product Management artifacts in the voice of users/customers.
- Deep familiarity of Public Cloud (one or more of AWS, GCP, Azure) service offerings, especially those related to:
o Managed Kubernetes service (AKS, GKE, EKS)
o Virtual Private Cloud (network services)
o DevOps services (Cloud Build, Cloud Deploy, Secrets Management etc.)
o Monitoring (Cloud Watch and similar)
o Data Services (Databases, Data Lakes, DWHs)
- Excellent English verbal skills to succinctly communicate your point of view to an international team.
- Fluent English in speech and writing (at least C1)

Skills (should-have):
- Relevant certifications in cloud and cloud native technologies
- Familiarity with agile development methodologies and tools (e.g., Scrum, SAFE, JIRA, Confluence).
- Optional: Fluent German in speech and writing (at least B2)