Job DescriptionKiteworks is seeking an experienced Technical Services Engineer II (TSE II) with a background in Customer Success Engineering (CSE) to join our growing team. 

In this role, you will be responsible for delivering exceptional technical support for our products, deployed both as physical and virtual appliances. As a TSE II & CSE, you'll work in a highly technical environment, supporting a diverse customer base to ensure their success with our solutions. Your primary goal will be to foster customer satisfaction, adoption, and retention by providing expert guidance, troubleshooting, and best practices. You'll collaborate with cross-functional teams—including sales, product, and engineering—to help customers achieve their business objectives through Kiteworks solutions. The ideal candidate will excel in diagnosing and resolving complex technical issues while ensuring an outstanding customer experience.

Job Requirements

• Minimum of 3+ years in a technical customer-facing role (Customer Success Engineer, Solutions Engineer, Technical Support, or similar), with at least 2 years in a Tier 2 support capacity.
• Technical Skills:
  • Strong proficiency in SaaS, cloud technologies, networking, security, and enterprise software solutions.
  • Experience with system administration (LEMP environments: Linux, Nginx, MySQL, Python/PHP).
  • Familiarity with database systems, scripting languages, and enterprise environments (LDAP, Active Directory, SSO, SharePoint, networking, firewalls, VPNs, proxies, DNS).
  • Expertise in file and email transfer protocols (SMTP, SFTP, HTTPS, SNMP, SSL, SSH, etc.).
  • Knowledge of server environments (networking, virtual platforms, mobile devices, and web applications) and security technologies (encryption, securing content, and communication channels).
• Customer Service Skills: Strong interpersonal and problem-solving skills with the ability to manage complex situations and maintain a high level of professionalism.
• Communication: Excellent verbal and written communication skills, with the ability to translate complex technical concepts into easily understandable terms for non-technical audiences.
• Customer-Centric Mindset: A passion for customer success with a proven ability to build and maintain strong, long-term relationships.
• Preferred Experience: Experience with security, compliance, or file-sharing technologies is a plus.
• Education: A Bachelor’s degree in Computer Science, Computer Engineering, or a related field is preferred.

Job Responsibilities

• Provide hands-on technical support, troubleshooting complex issues and offering timely, effective resolutions.
• Respond promptly and effectively to customer inquiries via phone, email, and other channels.
• Maintain an in-depth understanding of Kiteworks technology, industry trends, and security best practices to provide cutting-edge support.
• Keep accurate records of customer interactions, documenting troubleshooting steps and resolutions.
• Lead customer onboarding and implementation efforts, ensuring smooth adoption of Kiteworks solutions and driving long-term customer success.
• Serve as a trusted advisor to customers, helping them maximize the value of Kiteworks solutions through proactive guidance and support.
• Act as a liaison between customers and internal teams, providing valuable product feedback and identifying opportunities for improvements.
• Collaborate with sales and account management teams to drive renewals, expansion, and upsell opportunities.
• Create and maintain knowledge base articles and internal documentation to streamline support processes.
• Participate in an on-call rotation to provide after-hours support when required.
• Proactively identify opportunities to enhance customer experience and recommend additional services such as training sessions or professional services engagements.