CommandLink
Customer Success Engineer
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Customer Success Engineer
Customer Success Engineer – Command|Link
About Command|Link
Command|Link is a global SaaS Platform providing network, voice services, and IT security solutions, helping corporations consolidate their core infrastructure into a single vendor and layering on a proprietary single pane of glass platform. The company has redefined the IT industry through innovation, earning accolades such as:
- SD-WAN Product of the Year
- ITSM Visionary Spotlight
- UCaaS Product of the Year
- NaaS Product of the Year
- Supplier of the Year
- AT&T Strategic Growth Partner
Command|Link has designed the only IT platform for scale that addresses ISP vendor sprawl and IT challenges, enabling customers to maximize uptime, increase efficiency, and improve profitability.
This is a 100% remote position.
About The Role
Command|Link is revolutionizing how enterprise customers onboard, adopt, and derive value from its platform. We are seeking a Customer Success Engineer to act as the technical guardian of customer relationships from day one. This is a hands-on, technical role suited for someone with deep infrastructure expertise—someone who has configured monitoring systems, developed automation scripts, managed servers, and worked directly in firewall and network environments, rather than merely advising.
The ideal candidate brings a background in Managed Service Provider (MSP) work or corporate IT administration, where technical agility, direct problem-solving, and fluency in networking, security, and systems were core to their success. You will act as the primary technical point of contact for Command|Link’s enterprise accounts, responsible for:
- Guiding customers through adoption and full platform utilization.
- Ensuring long-term account health.
- Building trust through deep technical collaboration.
This role offers a clear career progression toward team leadership or director-level positions for the right-fit candidate.
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What You’ll Do
- Own the full technical customer journey: Drive enterprise adoption from kickoff to full platform integration, with account adoption and health as key success metrics.
- Deploy technical monitoring and automation tools: Configure and deploy monitoring, alerting, and automation policies within customer environments.
- Hands-on RMM and monitoring expertise: Set up and optimize monitoring and RMM tools (SolarWinds, Auvik, Dynatrace, Kaseya) with deep fluency, not surface expertise.
- Troubleshoot proactively: Resolve network, security, and infrastructure issues efficiently alongside customers.
- Automate workflows: Script and automate technical workflows and integrations to reduce manual effort and accelerate time-to-value.
- Technical translator: Bridge the gap between customers and Command|Link’s product team, ensuring technical requests are validated and customer needs inform future product improvements.
- Develop scalable technical procedures: Build and refine repeatable technical onboarding playbooks to support a growing customer base.
- Support sales (occasional): Provide technical inputs on new-business sales calls to enhance deal movement, without managing quotas.
- Technology community impact: Collaborate with solutions engineering and product teams to shape platform enhancements based on direct customer insights.
- Flexible contributions: Take on additional responsibilities or special projects as needed to further team and organizational success.
Requirements
What You Bring
- Three+ years (preferably five+) of experience in a technical hands-on role, either as an MSP representative or corporate IT administrator.
- Direct industry experience including:
- Scripting (e.g., Bash, PowerShell, Python)
- Server administration (e.g., Linux, Windows)
- Network and firewall deployment (Cisco ASA, Palo Alto, Check Point)
- Monitoring and RMM platforms (e.g., SolarWinds, Auvik, Dynatrace, Kaseya).
- Independent troubleshooting: Ability to configure, diagnose, and resolve technical issues without escalation.
- Strong communication skills:
- Translate technical details to customers and internal teams alike.
- Build credibility as a technical authority who speaks knowledgeably on security, networks, and alerts.
- Collaborative mindset: Drive cross-functional feedback loops between customers and the product team.
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Nice-to-Have
- Experience at an MSP or software provider targeting the MSP market.
- Exposure to ITSM or ITIL frameworks, though it is not essential for this role.
- Hands-on experience building technical onboarding playbooks.
- Interest in long-term professional growth toward a successful team-leadership or director track.
Why Work at Command|Link
At Command|Link, you’ll shape the future of IT infrastructure in a company that thrives on innovation, creativity, and bold ideas. Join us to:
- Grow with a high-growth company, shaping tools that impact entire IT organizations.
- Work in an innovation-driven culture—your ideas are valued, and bold thinking is encouraged.
- Feel the tangible impact of your work through real adoption, adoption support, and customer success.
- Enjoy flexible time-off policies tailored to the demands of a dynamic job.
Bonus Motivations:
- Participate in fun, high-energy events at standout global locations.
- Earn employee referral bonuses by recommending exceptional candidates.
Command|Link is committed to fair, transparent, and comprehensive hiring, ensuring your experience aligns with our standards. AI-assisted tools help streamline initial reviews but do not influence final hiring decisions. Every application undergoes rigorous review by our recruiting and hiring teams before any decisions are finalized.
Are you ready to make an impact at a company on the cutting edge? We’re hiring now.
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