CommandLink
Customer Success Engineer
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Customer Success Engineer
Customer Success Engineer
About the Role
CommandLink is redefining how enterprise customers onboard, adopt, and get lasting value from our platform. We're looking for a Customer Success Engineer to be the technical owner of that relationship from day one.
This is a technical, hands-on role specifically tailored for someone with experience living inside real infrastructure: configuring monitoring systems, scripting automations, managing servers, and working directly with firewalls and network environments—not idealising these processes from the outside.
The ideal candidate comes from an MSP background or serves in a corporate IT administrator role, where they gained the ability to solve problems rapidly, work directly with systems, and communicate fluently about networks, security, and infrastructure—without translation.
You’ll act as the primary technical point of contact for CommandLink’s enterprise accounts, holding responsibility for nurturing relationships to drive full platform adoption and sustained account health. Success will be measured by your ability to deeply understand customer needs, validate them technically, and channel insights back into our product organisation. This role features a clear path for growth into future team leadership.
What You’ll Do
- Own the technical relationship for enterprise accounts from initial engagement through full platform adoption
- Focus on account health and adoption as your primary success metrics
- Configure and deploy monitoring, alerting, and automation policies directly within customer environments
- Set up and refine systems across monitoring and RMM tooling (demonstrating deep hands-on expertise over surface-level familiarity)
- Collaborate directly with customers in troubleshooting network, security, and infrastructure issues with speed and precision
- Script and automate technical workflows and integrations to reduce manual effort and accelerate time to value
- Serve as the technical translator between customers and CommandLink’s product team, filtering requests, validating technical feasibility, and guiding product improvements
- Develop and continuously refine a repeatable technical onboarding playbook to scale across the customer base
- Support renewal and expansion conversations with strong technical credibility (without owning a sales quota)
- Occasionally provide technical support on new-business sales calls when infrastructure expertise is critical for deal progression
- Partner with solutions engineering and product teams to ensure customer feedback directly shapes platform direction
- Take on additional responsibilities and projects as needed to support team and organisational success
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What You Bring
Required
- Minimum 3 years (5+ years preferred) in a hands-on technical role as an MSP or corporate IT administrator
- Direct, practical experience in scripting, server administration, and network deployment, including firewall configuration
- Real hands-on experience with monitoring and RMM platforms (examples: SolarWinds, Auvik, Dynatrace, or Kaseya)
- Demonstrated ability to configure troubleshoot, and resolve technical issues independently rather than escalating them
- Strong communication skills, with the ability to explain technical detail to both customers and internal product teams
- Comfortable operating across security, network, and alerting concepts, establishing confidence as a trusted technical authority
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Nice to Have
- Experience at an MSP or software provider specifically serving the MSP market
- Prior exposure to ITSM or ITIL concepts (not a priority, but relevant)
- Experience in building technical onboarding playbooks or repeatable processes from scratch
- Interest in progressing toward a future team leadership or Director-track role
Why You’ll Love Life at CommandLink
Join us at CommandLink, where you can actively shape the future of security and monitoring solutions. We thrive on innovation and bold ideas, offering a space for individuals who are ready to contribute their unique perspectives.
Highlights:
- Room to grow at a high-growth company
- Environment that celebrates ideas and innovation rather than conformity
- Tangible impact from your work
- Flexible time-off policy to support work-life balance
- Fun, inclusive events hosted at engaging, inspirational locations
- Employee referral bonuses to reward those who attract top talent to the team
At CommandLink, fair, consistent, and efficient hiring is a core principle. As part of the process, we use AI-assisted tools to help analyse applications, highlighting relevant qualifications and aligning them with role requirements. These tools support our recruiting teams and streamline talent review, though human oversight remains the final authority in hiring decisions. Every application is reviewed by a recruiting or hiring team member.
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