Customer Success Engineer

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.

• Fluency in English (written and spoken)
• Must meet eligibility requirements to obtain US Top Secret Security clearance

Education

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field or equivalent practical experience in a customer-facing technical role

Required Skills, Experience & Abilities

• Minimum 4 years of experience in a technical, customer-facing role
• Proven experience supporting enterprise SaaS platforms
• Strong background translating business requirements into technical solutions
• Experience managing the technical health of customer accounts and driving product adoption
• Demonstrated ability to collaborate cross-functionally with Product and Engineering teams
• Experience gathering customer feedback and influencing product roadmaps
• Fluency with IP networking concepts including routing, switching, subnetting, VLAN configuration, VPN integration, and network troubleshooting
• Proficiency deploying, administering and troubleshooting Linux systems (Ubuntu, Red Hat, or similar), including command-line operations, networking configuration, script development, service management, and log analysis.

Preferred Qualifications

• Experience deploying, administering, and troubleshooting Tactical Awareness Kit (TAK) clients and servers.
• Experience operating, configuring, or troubleshooting MANET (Mobile Ad Hoc Network) radios.
• Experience designing, supporting, operating, and/or troubleshooting tactical mission networks (TMNs)
• Experience with full-motion video (FMV) transmission over tactical communication networks in support of ISR missions.
• Experience supporting regulated or complex enterprise environments
• Familiarity with customer success metrics (adoption, health scores, churn risk)
• Strong verbal and written communication skills, especially with enterprise stakeholders
• Ability to explain complex technical concepts to both technical and non-technical audiences
• Comfortable leading customer meetings, workshops, and strategic business reviews
• Strong problem-solving skills and a proactive, customer-first mindset
• Positive attitude toward safety and following protocols
• Problem-solving and troubleshooting mindset

Physical Demands & Work Environment
The physical demands and work environment described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to travel up to 33% of the time, which may include extended periods of standing, walking, or navigating airports and government facilities.
• Frequent interaction with clients, executives, and officials in both in-person and virtual settings.
• Regular travel to customer sites, government facilities, and industry events.
• Fast-paced, deadline-driven environment requiring adaptability and responsiveness.