Customer Success Engineer, Enterprise - EMEA

At Kentik, we strive to take amazing care of our clients and partners and proactively do everything within our power to ensure that they get the maximum value out of our products and services.  It is our goal to build and maintain long lasting relationships with our clients, and truly become a strong technical advisor and partner.

The Customer Success Engineering role is responsible for providing expert level technical advice and assistance to a dedicated set of existing Kentik customers.  Customer Success Engineers work directly with our customers to troubleshoot and resolve highly technical issues as well as work to identify platform bugs and handle new inbound customer feature requests.  This role also requires extensive collaboration with multiple teams within Kentik such as Customer Success Management, Product, and the Operations & Engineering team responsible for developing and maintaining the Kentik platform.  

This is truly an exciting opportunity for a motivated individual looking to join a rapidly growing global team of extremely talented engineers, and that has significant career path growth potential within the organization. 

• Ownership of technical relationships with existing Kentik customers
• Proactive customer outreach to build and maintain long lasting technical relationships that provides value to Kentik customers
• Serve as an expert level escalation point for customer support issues
• Collaborate with internal platform Operations & Engineering teams on newly identified bugs and customer feature requests
• Work closely with the teams of Customer Success Managers, Account Executives, Solutions Engineers, and Product to ensure that customers achieve maximum value from the Kentik platform

What you'll bring

Studies have shown that some candidates tend to apply to jobs only if they meet 100% of the qualifications. We encourage you to apply if you meet most of the criteria - even if you don’t match all of the qualifications, your skills and experience could be valuable in this role!

• Previous experience with direct customer interaction in a customer facing role or environment
• Must be located in Europe - preference for candidates located in the UK, Germany, or the Netherlands
• Fluent in English
• Strong demonstrable experience with TCP/IP and Internet routing protocols (IPv4/v6, BGP, MPLS, ISIS, OSPF, HTTP, DNS, etc.)
• Demonstrable experience with network monitoring suites (Netflow, J-Flow, sFlow, IPFIX, SNMP, etc.)
• Demonstrable experience with Linux/UNIX systems administration
• Demonstrable experience with popular network vendor CLI’s (Cisco, Juniper, Arista, etc.)
• Customer obsessed mindset
• Strong written and verbal communication skills; must be able to articulate highly complex technical topics and ideas clearly, concisely, and effectively.
• Experience with:
  • Programming/scripting (Python, Bash, Ruby, PHP, Perl, etc.)
  • APIs, maintaining RESTful code, as a tool for fast integration with 3rd party systems.
  • Cloud Networking (AWS, Azure, GCP)
  • Network and routing security (DDoS mitigation/scrubbing, Firewalls, Security Groups, NACLs, microsegmentation, RPKI)
  • Creating and analyzing traffic packet captures (tcpdump, Wireshark, etc.)
  • Network monitoring technologies, SNMP, Streaming Telemetry, 
  • Synthetic/network performance testing
• Ability to travel up to 25% of the time

Nice to haves:

• Since this role will support customers across multiple countries, candidates who are fluent in another language will have an advantage (i.e. French, German, Italian, Spanish)
• Previous work experience supporting architects, network engineers and systems engineers from Tier 1 and 2 carrier, or large Enterprise accounts
• Basic database and/or SQL experience
• Background or product interest in security, performance, monitoring, and/or infrastructure space
• Desire to specialise in Generative AI and Large Language Models
• Experience with CDN architectures (Anycast, OTT, GSLB, etc.)
• Familiarity with open source technologies such as Elastic, Grafana, and Prometheus
• Early member of a sales team at a hyper-growth startup

What we offer

Kentik is a fully remote company that operates globally. We seek professionals that will help us thrive as an organization, and in turn, to broaden and enhance your career. We’re very thorough in the interview process to understand your skills and how they will relate to your successful growth here at Kentik. Our compensation philosophy encompasses a fair program for all in order to attract, engage and retain talented individuals who will drive our business and wow our customers.

In addition to a great career opportunity, Kentik offers stellar benefits for our employees, which include:

• 100% of premiums are paid by company for health, vision and dental coverage for you and your dependents
• Additionally, an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family
• Paid family & medical leave 
• Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays
• 401(k) retirement account
• Home office reimbursement 
• Stock options

Note: Benefits are as listed for all US full-time employees. For compensation, international applicants will be treated equitably in relation to the laws applicable within the countries in which we operate.