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Working at WingSwept >> Customer Success Engineer
Customer Success Engineer
Title:Customer Success Engineer
Location:Garner, NC
Department:Managed Services

WingSwept is an award-winning managed service provider seeking a Customer Success Engineer for our team. WingSwept’s Customer Success Engineer (CSE) is chiefly responsible for advising the Customer Success Team and Managed Services clients on business and technology goals to improve business outcomes while leveraging the WingSwept technical and security tool stacks. This individual advises clients on technology, including purchasing decisions, benefit analysis, implementation, and expected outcomes.  The CSE will also share responsibility for liaising between WingSwept and client vendors, as well as internally collaborating with WingSwept’s engineering team to ensure clients maximize return on their technology investments.

The responsibilities of the position may include:

  • Provide strategic technology advice to a growing list of clients and the CSM Team
  • Provide strategic knowledge of business processes and operations to clients
  • Provide options for ways for clients to improve their technology infrastructure
  • Assist with Managing client relationships through personal contact
    • Lead IT discussions during Business Reviews on a scheduled basis
    • Respond to issues, needs, and complaints as they arise
  • Update management on concerns and issues related to technology related to client infrastructure
  • Regularly update our internal knowledge base in order to provide continuity among other company personnel
  • Assist with the onboarding of new clients when applicable
  • Assist with the project management for clients as needed
  • Assist with the Investigation of new technologies for use internally and in client environments
  • Act as a liaison between clients and our technical staff
  • Assist with the monitoring of internal and client services for any possible issues and facilitate issue resolution
  • Assist the CSM team with development of a comprehensive plan for forecasting quarterly client projects
  • Work collaboratively with the Information Security Committee in order to reduce risk to WingSwept and our clients
  • Prepare quotes and statements of work for hardware, labor, and services
  • Assist in joint review of client invoices for accuracy
  • Assist with the design and implementation of various network infrastructure components in an SMB environment

Minimum requirements:

  • Each WingSwept employee is expected to adhere to our core values of being Honest, Eager, Accountable, Respectful, and a Team Player in all their interactions. 
  • High school diploma, at least two years of secondary education preferred
  • Must be a US citizen
  • Must be able to work a full-time 40-hour work week from our office, which may include after-hours functions
  • Previous experience as a system administrator/engineer or equivalent role
  • Deep and proven knowledge/experience with server and network diagnostics, design, and installation
  • Expertise with networking topics such as routing, VLANs, QoS, VPN
  • Expertise with Microsoft Windows Server, MS Exchange, or MS SQL
  • Expertise with VDI technologies (Citrix XenApp, MS RDS, VMWare View, etc.)
  • Expertise with virtualization technologies like vSphere and HyperV
  • Expertise with cloud hosting providers (AWS, Azure, others)
  • CompTIA Network+, Security+, Microsoft and other industry certifications
  • Experience with SonicWALL and / or Cisco firewalls and other appliances
  • High business acumen and able to articulate and explain IT and business processes
  • Excellent verbal and written communication skills for interactions with customers on a daily basis
  • Must have a great attitude and desire to go the extra mile for customers
  • Strong analytical and problem-solving skills
  • Must be highly organized, attentive to detail, and flexible, with the ability to effectively prioritize tasks and balance the needs of multiple clients
  • Must be able to pass a background check and drug test
  • Must have a valid driver’s license and reliable transportation

Extra consideration given for the following:

  • Secondary education in business management and/or economics
  • Experience with small business operations management or ownership
  • Experience providing technical support and/or technical account management in a business environment
  • Exceptional computer and system administration skills on Microsoft based clients and servers
  • Intricate knowledge/experience with PC and server hardware diagnostics, repair, and installation
  • Fundamental understanding of business telecommunication systems
  • CompTIA Network+, A+, Microsoft certifications
  • Experience in project management
If this sounds like a good fit for you, please apply today!

Equal Opportunity Employer M/F/Disabled/Veteran

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