Customer Success Engineer - Mexico City - Hybrid
gigamon · Mexico ·
- Category
- Customer success
- Experience
- 5+ years
At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.
The Customer Success Engineer (CSE) is a highly technical, customer-facing role within our Customer Success organization that bridges technical credibility with strategic customer engagement. You will act as a trusted technical advisor and partner to customers and internal account teams, helping drive onboarding, adoption, retention, and expansion. By aligning Gigamon’s technical capabilities to customer business outcomes, you will help customers realize value quickly and navigate complex environments with confidence. This role is focused on technical guidance, cross-functional coordination, and customer advocacy rather than hands-on break-fix or production system administration.
What you’ll do:
- Partner with Customer Success Managers to support onboarding, adoption, retention, and expansion across strategic customer accounts.
- Serve as a trusted technical advisor by explaining architecture, deployment considerations, best practices, and solution value in a clear and accessible way.
- Help customers connect Gigamon technical capabilities to their business outcomes, success criteria, and long-term adoption goals.
- Identify technical risks, adoption blockers, and customer friction points early, and coordinate the right internal resources to address them.
- Collaborate closely with Solutions Engineering, Technical Support, Professional Services, Product, and Sales to ensure a seamless and consistent customer experience.
- Participate in customer meetings, success plan reviews, escalations, and account strategy discussions as the technical voice within the Customer Success motion.
- Translate complex technical concepts for non-technical and executive audiences with clarity and confidence.
- Capture and communicate customer feedback, recurring themes, and product gaps to internal stakeholders to inform product and process improvements.
- Create, maintain, and improve internal and customer-facing documentation such as best practice guides, enablement materials, process documentation, and technical adoption resources.
- Support renewal and growth motions by reinforcing solution value, technical fit, and adoption progress.
- Build strong, trusted customer relationships through responsiveness, sound judgment, and a calm, consultative approach during both routine interactions and escalations.
What you’ve done:
- 5+ years of experience in a customer-facing technical role such as Solutions Engineer, Technical Account Manager, Customer Success Engineer, Technical Support Engineer, Technical Consultant, or similar.
- Worked with enterprise customers in a post-sales, technical advisory, support, or customer success capacity.
- Demonstrated strong foundational knowledge of networking, cloud, and enterprise infrastructure concepts.
- Gained familiarity with Linux, common deployment models, and hybrid customer environments.
- Developed working knowledge of cloud platforms such as AWS, Azure, and GCP.
- Shown the ability to understand and discuss technical architectures, integrations, and operational considerations without needing to perform direct hands-on administration in production systems.
- Effectively recognized when customer issues require escalation to Technical Support, Professional Services, or Engineering and coordinated those transitions.
- Proven ability to work cross-functionally and influence outcomes without direct authority.
- Earned a Bachelor’s degree in Computer Science, Engineering, Information Technology, Cybersecurity, or equivalent practical experience.
- (Preferred) Supported customers in SaaS, on-premise, or hybrid deployment models.
- (Preferred) Gained familiarity with Kubernetes, Nutanix, and modern cloud platforms.
- (Preferred) Built experience in cybersecurity, observability, infrastructure, or related enterprise technology domains, ideally in a fast-paced B2B enterprise software environment.
Who you are:
- Emotionally intelligent and empathetic, able to navigate escalations and sensitive situations with professionalism and composure.
- An excellent communicator, with strong written and verbal skills and the ability to explain complex technical topics to both technical and non-technical stakeholders.
- A strong listener who can de-escalate tense situations, build trust, and maintain credibility with customers and internal teams.
- Highly organized, with the ability to manage multiple stakeholders, competing priorities, and follow-through on commitments.
- Consultative and collaborative, with a customer-first mindset and a focus on driving business outcomes rather than hands-on break-fix work.
- Comfortable operating in cross-functional environments and influencing without direct authority to ensure customers have the right technical guidance and internal advocacy throughout their journey.
#LI-HYBRID