Customer Success Engineer at FogLogic
Sunnyvale, CA, US
About FogLogic
 
FogLogic is driving the shift to modern ops and leading the movement to the predictable infrastructure future. FogLogic applies machine learning to understand an application system’s holistic known state, with anomaly detection and automated correlation to eliminate noise, identify patterns, and surface priority events. FogLogic’s curated insights give intelligent guidance for faster remediation so customers can quickly take their enterprise applications stack into a “Known Good State.” 
 
This shift to modern ops delivers an IT ops multiplier effect, enabling teams to deliver higher service levels with the same budget. With FogLogic, IT ops shifts the focus from manual triage and finger pointing to higher value, higher productivity work.
 
At FogLogic, no one is going to tell you how to do your job. We don’t have time for office politics, nor do we care about where or when we get our work done. Everyone stands ready to help if you need it and ask. But we pretty much figure out what needs to be done, and let the person who's in the best position to do it roll-up their sleeves and do it.
 
We’re looking for a super talented individual to join us as Customer Success Engineer as we increase market traction for our disruptive SaaS solution.
 
Position Overview:
 
As a member of Customer Success team, you will deliver product technical support and solutions to FogLogic customers. This involves providing post-sales product support, such as:
 
   •     product know-how and providing clarification of product features
   •     assistance in product configuration
   •     identifying appropriate use cases and showcasing product value
   •     successfully executing/managing POC and Pilot programs   
   •     focusing efforts and making decisions according to importance and impact
 
You will facilitate customer relationships at the working level, advise and assist other FogLogic teammates regarding diverse customer situations, and escalate issues as appropriate. You will maintain high customer satisfaction while continually building and evolving your knowledge of our products and services.
 
If you’re someone:
·       Who is creative and passionate
·       Who’s ready to hurdle obstacles by thinking outside the box
·       Who knows your role, but aren’t confined by it
·       Who’s willing to roll up your sleeves with a GSD mindset
·       Who is prepared to disagree when appropriate – convincingly, honestly and courteously
·       Who will help colleagues when they ask
… then you might be the person we’re looking for!

Responsibilities

    • Conduct pre-sales discussions and workshops to elicit and verbalize customer goals and pain points
    • Conduct assessments of customers' enterprise application landscapes in the context of setting up FogLogic products
    • Install and/or configure FogLogic product components and assist customer team members as needed
    • Troubleshoot issues with FogLogic installation or configuration
    • Understand customers' applications and database setup and access rights and collaborate with their SME’s to ensure proper configuration to integrate with FogLogic
    • Conduct or participate in status calls with customers
    • Capture, resolve and escalate issues and action items as appropriate, working with other FogLogic team members as needed
    • Leverage and maintain FogLogic best practices documentation

Qualifications

    • Bachelor’s degree in a relevant major
    • 3+ years experience in software technical support
    • Strong understanding of SaaS application architecture and framework
    • Strong understanding of IT Operations and operational challenges
    • Excellent knowledge of  IT Ops KPIs, Infrastructure and IT Security, preferably using SAP
    • Fast learner
    • Strong written and verbal communications
    • Good organization and attention to detail
    • Ability to work cross-functionally with Product, Engineering and Sales teams
    • Excellent customer relationship skills - ability to assess customer needs, quantify and communicate value and interact with all levels of management
    • Willingness to travel as customer requirements dictate
    • Committed team player with the ability to function both independently and as part of a team
    • Personable, friendly, and able to work efficiently under time constraints

Desirable qualifications

    • Knowledge of SAP ECC or S4/Hana
    • SAP implementation or support experience
    • Experience in ABAP, RFC and integration
    • Comfort with web programming technologies such as HTML, JavaScript, CSS, shell scripts
What you need to succeed in this role:
 
Strong service orientation. You promote internal and external customer satisfaction by anticipating needs, responding appropriately to feedback, setting reasonable expectations, following through on commitments, and responding to inquiries with accurate information and outstanding service. 
 
Achieving Results: You hold yourself and others responsible for goals, outcomes, deadlines and objectives. You set high standards for work output, attending to every detail. You solve problems in a logical manner and use intuition, past experience and a proven, consistent process in your decision-making. 
 
Communication: You effectively and concisely communicate, and are able to influence and gain commitment from customers and your colleagues at FogLogic to resolve issues. 
 
Teamwork: You work positively and constructively with others to set and achieve team goals. You actively share knowledge, experience, and ideas with others. You commit to and are accountable for individual and mutual goals when working as a team. You foster team spirit always. 
 
Leadership: You willingly take control of your professional development, and motivate and guides others to achieve goals. You create, articulate and ensure common understanding and execution of FogLogic’s vision and strategy.