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Customer Success Engineer - US

Who we are

Kentik is the network observability company. Our platform is a must-have for the network front line, whether digital business, corporate IT, or service provider. Network professionals turn to the Kentik Network Observability Cloud to plan, run, and fix any network, relying on our infinite granularity, AI-driven insights, and insanely fast search.

Kentik makes sense of network, cloud, host, and container flow, Internet routing, performance tests, and network metrics. We show network pros what they need to know about their network performance, health, and security to make their business-critical services shine. Networks power the world's most valuable companies, and those companies trust Kentik. Market leaders like IBM, Box, and Zoom rely on Kentik for network observability. Visit us at kentik.com and follow us at @kentikinc.

About the Role

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 position will primarily be supporting customers based in the Western U.S. and therefore should be comfortable working Pacific Time Zone hours or located on the West Coast.

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.

Responsibilities

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

Requirements

Candidate willing to work Pacific Time Zone hours
Customer obsessed mindset
Strong written and verbal communication skills; must be able to articulate highly complex technical topics and ideas clearly, concisely, and effectively.
Previous experience with direct customer interaction in a customer facing role or environment
Strong demonstrable experience with TCP/IP and Internet routing protocols (IPv4/v6, BGP, MPLS, ISIS, OSPF, HTTP, DNS, etc.)
Strong 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.)
Working experience programming/scripting (Python, Bash, Ruby, PHP, Perl, etc.)
Working experience with APIs, maintaining RESTful code
Working experience in network and routing security (DDoS mitigation/scrubbing, Firewalls, Security Groups, NACLs, microsegmentation, RPKI)
Working experience in creating and analyzing traffic packet captures (tcpdump, Wireshark, etc.)
Experience with CDN architectures (Anycast, OTT, GSLB, etc.)
Experience with synthetic/network performance testing
Experience working with relational databases (PostgreSQL, MySQL, etc.)
Ability to travel up to 25% of the time (post-COVID)

Perks*

100% company-paid health insurance for you and your dependents
Health Reimbursement Account (HRA) for you and your dependents
Dependent Care Flexible Spending Account (DCFSA)
Stock options
Vanguard 401(k)
Flexible time off
Parental and medical leave
Monthly wellness stipend
A generous budget for new equipment and home office set up
Internet and phone reimbursement
Remote work
And more!

Perks are as listed for US employees. Local health insurance coverage and similar perks vary for employees outside of the US.

Come work with us

The true meaning of Kentik is visibility. We're committed to making sure everyone feels empowered to use their voice, has a sense of belonging, and is represented at Kentik.

We don't look for individuals who fit the culture, but those who will continue to add to the culture.

We encourage everyone to apply, especially those individuals who are underrepresented in the industry: people of color, LGBTQI+ community, women, individuals with disabilities (both seen and unseen), veterans, and people of any age or family status.

Come as you are!

You will be working at a fast-growing, well-funded startup alongside industry thought leaders and network aficionados as we build the future of observability and set the high bar for how network operations and digital businesses should run. With a competitive salary and amazing benefits on top of the meaningful and challenging projects you'll take on, we're sure you'll enjoy joining the Kentik team.

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