CUSTOMER SUCCESS ENGINEER

Toka is hiring a Customer Solutions Engineer (Federal) to provide technical expertise to customers. This role will be responsible for the client’s ultimate success with the technology, supporting deployment, training, and enablement. This role will serve as the primary point of contact for the client. The position will require frequent travel (25-50%) and will report to the Vice President of North America, with a dotted line / matrixed reporting line to the Global Head of CS. Success requires close collaboration with the Sales, R&D, Product Business Management and Customer Success teams.

Key Responsibilities:

• The Customer Success Engineer will be responsible for product implementation, technical enablement, product training, and operational support.
• The CSE will serve as the primary point of contact for the client, working directly with the Client Executive (sales rep) to ensure all customer needs are met and fulfilled.
• The CSE is expected to create enablement plans for each client, project managing internal resources to hit agreed upon milestones and deliverables.
• The CSE must be comfortable working in a matrixed reporting structure - they will be expected to work as an extension of the global Customer Success team but report into the VP of North America. Additionally, they will be responsible for supporting the North American accounts team and the North American client engineering team with product & technical support efforts.
• The CSE will need to be comfortable serving as tier 1 product support as well as a true product subject matter expert.
• The CSE will be responsible for creating and developing customer facing product documentation, and supporting the global product organization in regionalizing existing materials.

Technical Skills

• Linux administration experience, including installation, configuration files, application installation, security, and understanding Bash shell scripts
• Understanding of networking topologies and terminology, router configuration, pfSense settings, SSH, tunnels and certificates
• Knowledge of cloud computing and virtualization technology such as VMware
• Knowledge of Kubernetes container technology (Advantage)
• Experience with cloud providers such as AWS, Google Cloud, Azure (Advantage)

Qualifications:

• This is a Remote position, but does require frequent travel, up to 25-50% travel
• Security clearance is not required, but ability to obtain one is a requirement.
• Experience in deploying professional products to cloud-based infrastructure.
• Experience designing and implementing complex software solutions in customer environments
• Experience working with Military Units to include US & Five Eyes (FVEY) Special Operations Forces and Intelligence Agencies a plus, but not a requirement.
• Experience working with Federal Law Enforcement Agencies to include DOJ/DHS components a plus, but not a requirement.
• Bachelor's degree or equivalent experience
• Four years of Deployment Engineer or SAAS architect experience preferred
• General Information Technology background – experience with Windows/Linux environments, networking, SaaS, PaaS, IaaS, and storage systems
• Strong project management skills
• Proven ability to take due care with critical systems.
• Ability to take product requirements and communicate those effectively to the engineering and R&D teams.
• Ability to work well in a group, sharing ideas and problem solving.
• Understanding of issues of team software development.
• Good interpersonal skills.
• Excellent organizational skills such as time management and prioritizing.
• Ability to maintain strict confidentiality.
• Must hold a valid passport and be willing to travel throughout North America consistently as well as overseas infrequently