Customer Success Engineer

Customer Success Engineer 

Mezmo is a comprehensive,cloud services-based platform that makes observability data consumable and actionable. It fuels massive productivity gains for modern engineering teams at hyper-growth startups and Fortune 500 companies. With a user base of thousands of developers, SREs, and customer support engineers, we currently support petabytes of monthly log volume across our cloud-native environments, ultimately giving our customers the insights they need to take action.

We are seeking a dynamic and technically skilled Customer Success Engineer (CSE) to support Mezmo's vision by serving as the critical connector to our target market, ensuring our customers consistently receive exceptional value through innovative, tailored solutions that tackle complex challenges and drive revenue for the business. 

What Is a Customer Success Engineer?

A Customer Success Engineer is a professional who bridges the gap between a company's technical products or services and its prospects and customers, supporting them all the way from investigation and evaluation to purchase to implementation and adoption. It requires a mix of technical expertise, selling, customer service, and problem-solving. The CSE represents Mezmo’s solutions to prospects who are evaluating observability and telemetry data tools. Once the purchase is made, the CSE will ensure customers achieve maximum value from our solutions by guiding them through onboarding, implementation, and optimization. Additionally, the CSE  will identify opportunities to expand customer relationships and drive revenue growth by recommending tailored solutions and engaging in strategic sales activities. As a trusted advisor, you will combine technical expertise with a customer-first approach to deliver exceptional experiences and long-term success.

What to expect in the role

• Develop deep expertise in the Mezmo platform to provide ongoing support and recommendations to help prospects and customers achieve their goals.
• Develop a deep understanding of customer business, use cases, and outcomes to guide their success with Mezmo’s platform.
• Effectively map prospect and customer needs and challenges to Mezmo’s solutions and value
• Guide prospects through evaluations and trials and new customers through the onboarding process to ensure smooth adoption and understanding of Mezmo solutions.
• Collaborate with the sales team to deliver technical product demonstrations and proof of value (POV) projects to validate solutions for prospective customers. Identify opportunities to introduce additional features, services, or products that align with customer needs.
• Assist customers in integrating the Mezmo solutions with their existing systems and workflows.
• Act as the voice of the customer into Mezmo, documenting new customer use cases and  relaying feedback to product and development teams.
• Proactively monitor customer health metrics to ensure long-term satisfaction and retention.
• Develop strong relationships with key stakeholders, acting as a trusted advisor.
• Partner with the sales team to secure contract renewals by ensuring customers see continued value in our solutions.
• Identify and support expansion opportunities within existing accounts.
• Provide insights into customer pain points and success stories to refine sales strategies.

Must Haves

• Bachelor’s degree in Computer Science, Engineering, Mathematics,or Information Systems
• 3+ years of experience in a technical support, developer, or site reliability engineer role
• Practical hands-on experience using an observability tool (like Splunk, Datadog, ELK, etc.) and analyzing observability related data
• Hands-on experience configuring and managing a VPC in a major cloud provider (AWS, Azure, GCP)
• Excellent communication, presentation, and relationship-building skills, particularly when evangelizing your product value
• A customer-first mindset with a desire for solving problems and delivering value.
• Passion for collaborating cross-functionally to solve business and technical problems

Nice to Haves

• Development experience in Java, Javascript, Node, Python, or Ruby
• Practical experience monitoring, troubleshooting and working with multiple observability data types like logs, metrics and traces
• Certification from a public cloud provider (AWS, Azure, GCP)
• Understanding of the observability ecosystem and competitors
• Experience in a SaaS or technology-driven organization.
• Familiarity with CRM and customer success platforms (e.g., Salesforce, Gainsight).
• Prior experience in a sales engineering or technical sales role is a plus
• Experience analyzing technical operations, business data,and using data analysis tools (spreadsheets, BI tools, etc)

Key Attributes

• Technically proficient and customer-focused.
• Results-driven with a keen eye for identifying growth opportunities.
• Collaborative team player with strong problem-solving skills.

What it’s like to work at Mezmo

At Mezmo, our culture is everything. We have an inclusive, collaborative, and fulfilling work environment so that our teammates can tackle some of technology’s biggest challenges. Join us if you:

• Want to solve hard problems.
• Want to enable Mezmo’s customers, partners, and community to be highly productive and successful.
• Thrive in collaborative, cross-functional environments. 
• Enjoy jumping in where needed to help the whole company succeed. 
• Take your role, but not yourself, seriously. At Mezmo, we know that pride, humility, and kindness are not mutually exclusive.

What We Offer

• Receive competitive compensation.
• Receive competitive benefits, including:
• 100% healthcare coverage for you and your family.
• 100% dental coverage for you and your family.
• 100% vision coverage for you and your family.
• Flexible time off. Work-life balance is valued here and we encourage you to take the opportunity to recharge.
• One company-wide mental health day off per month in addition to all nationally recognized holidays.
• $600 annual remote work expense reimbursement in addition to hardware setup provided by the company.

This is a full-time remote opportunity. Mezmo is a remote-first company that was born in the San Francisco Bay Area and now has employees in 71 cities in North America and 8 countries worldwide. Learn more about our culture and how we stay connected on our website.