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Senior Customer Success Engineer



Customer Service, Sales & Business Development
United States · Remote
Posted on Thursday, October 5, 2023

Who we are.

Solo enables companies to Connect, Secure and Observe modern applications – APIs, Microservices and Data – with the industry’s leading API and Service Mesh Management Platform (“Gloo”). Solo innovations allow companies to stay on the leading edge of both technology and business possibilities.

Solo is a VC-backed company, founded in 2017 by Idit Levine. In 2021, Solo was valued at $1B. Solo’s customers are some of the largest in the world, spanning all geographies and industries. Solo’s team has deep expertise in Cloud Computing, Linux, Containers, Kubernetes, Service Mesh, APIs, Security, Microservice Applications, Application Modernization, GraphQL, and eBPF.

About the role.

The Senior Customer Success Engineer is a customer-centric technologist who helps our enterprise customers achieve technical success while using Solo.io products. The main role is to work with our customers closely to provide deep technical expertise to answer technical questions, troubleshoot issues in various environments — including production — and collaborate with Engineering on prioritizing product enhancements.

West Coast preferred, this role will be working Pacific Time hours and supporting our APAC team.

Job Description:

  • Work with customers via support tickets and/or real-time interaction (phone/screen sharing/instant message) to solve technical issues related to their usage of Solo products, and help them migrate into using Solo products in production environments
  • Troubleshoot and solve complex situations collaborating with Engineering and other internal teams
  • Provide daily expert guidance to existing customers
  • Develop strong relationships with customers, sales, and product teams
  • Organize and lead weekly/bi-weekly touch points with customers to review ongoing Support issues and projects
  • Contribute to Solo.io projects by submitting issues, pull requests, and improving internal and public-facing documentation
  • Stay current with fast-moving additions to Solo.io products and related technologies to retain domain expertise and credibility
  • Actively engage with the Solo.io community and related open source projects to foster adoption and grow external contributions
  • Provide weekend on-call support as part of the team rotation.

Job Requirements:

  • At least two years of experience using Kubernetes
  • At least 4 years of experience as a Site Reliability Engineer, DevOps Engineer, Cloud Architect, or similar type technical role
  • Experience managing and growing customer relationships by delivering a high-quality customer experience from a technical lens
  • Bachelor's degree in a technology-related discipline; Computer Science or Engineering preferred.

Knowledge, Skills & Abilities:

  • Ability to dig into code to troubleshoot technical issues
  • Proven troubleshooting experience with Kubernetes
  • Strong written and verbal communication skills
  • Self-starter that can take ownership of customer issues
  • Ability to manage stressful situations with calm professionalism, empathy, and compassion
  • Working knowledge of modern programming languages is preferred
  • Working knowledge of the OSI model is preferred
  • Familiarity with technologies like Envoy, Istio, GraphQL is a plus

What you’ll love about Solo.

At Solo, our culture is all about hiring great people, creating a fun and fast-paced work culture, and letting our teams work with our customers to successfully solve their challenges.

Solo works collaboratively with our customers, partners and open source communities to deliver technology innovation, technology solutions, architectural best-practices, and hands-on education. Solo uses a unique engagement model with our customers that allows us to quickly make them successful, and continue to work closely with them as their production environments grow.

Solo is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.