Customer Success Engineer
il y a 3 semaines
Lakeside Software is a leader in digital employee experience - enabling companies to deliver an incredible digital experience for their employees by holistically monitoring and proactively improving end user experience. Recognized by Forrester as a Leader in their most recent New Wave for End User Experience Management, we are growing rapidly and scaling our business operations to take advantage of the growing market opportunity.
**The Role**
As a Customer Success Engineer you will be part of our Customer Success Organization and deliver technical solutions to our growing customer base, from Fortune 500 clients to government organizations, as well as our partners and internal staff. This person must be fluent in English and French and located in London or the surrounding areas (1 hour radius roughly).
In this role, you will be responsible for developing solutions requested by customers in both the UK and France, using the Lakeside SysTrack product suite. You will work directly with the customer to facilitate knowledge of open issues, increase customer use cases of SysTrack, and develop and maintain excellent customer relationships.
This is an exciting opportunity to be the frontline technical expert for SysTrack to the customer. A deep technical ability is required. Previous senior level desktop support or engineering experience is a must. Virtualization experience with Citrix and/or VMWare is also a plus for this role.
**What You'll Bring to Lakeside**
The key requirements for this role include:
- Willingness to work across the UK and CE(S)T time zones as the customer base will primarily be across both
- BA/BS Degree (or equivalent experience) with at least 5 years of relevant work experience (level 2 or 3 support, systems engineer, prior TAM/TRM role, etc.)
- Fluency in English and French, written and spoken
- Ability to learn the SysTrack product suite rapidly to become a functional member of the Client Services organization
- Ability to build effective relationships at all levels of the customer organization and maintain a high level of customer satisfaction
- Technical documentation and presentation experience
- Experience designing and delivering technical product solutions to large enterprise customers
- Ability to conduct meetings, document actions and follow up with all parties involved
- Ability to troubleshoot & analyze software, hardware and virtual platform configurations
- Ability and willingness to learn and adapt in a fast-paced environment
- Ability to work individually and within a highly collaborative team setting
- Previous experience with enterprise level 2 or 3 technical support or systems engineering
- Prior SysTrack knowledge or experience is a plus but not required (ability to learn the product fast and become proficient quickly is needed)
- Prior experience with desktop management and monitoring tools is a definite plus
The key technical requirements for this include:
- Professional certifications in technologies from companies like Microsoft, VMware and Citrix such as MCP, MCSE, VCP, CCA or CCEA is a definite plus
- Thorough understanding of hands-on support of hardware, software and OS layer of a Microsoft Windows environment, both physical and virtual, in a large enterprise environment
- A strong understanding of relational databases, SQL query language, Powershell, Microsoft SQL Server administration, and other related Microsoft Business Intelligence technologies (Reporting Services, Integration Services, Analysis Services)
- Knowledge of Virtual Desktop Infrastructure initiatives and underlying technology
- A working knowledge of networking and Terminal Server technology is a plus but not required
- Software engineering best practices including coding standards, code reviews, source control management, build processes, testing, and operations
**Additional Details**
- Location: Remote in France
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