Customer Success Application Engineer
About the role
The Application Engineer works with prospective and existing Litmus customers to develop solutions that demonstrate measurable value to the end user and customer business.
During a proof of concept project, the Application Engineer supports the Sales Engineer by providing best practice configuration and design information to expedite value from the project as quickly as possible.
The Application Engineer will also develop custom or more complex configurations needed when a customer requires specific functionality to be demonstrated during the proof of concept.
Additionally, the Application Engineer will lead production implementations and configurations of the Litmus Edge and Litmus Edge Manager products.
The Application Engineer will work closely with the end users to provide support during product implementations.
In cases where Litmus has been commercially contracted to perform the implementation, the Application Engineer will ensure a successful implementation by performing all contracted technical responsibilities.
Post implementation, the Application Engineer also provides Level 3 support to existing customers via the Litmus Service Desk.
Finally, the Application Engineer works closely with the Senior Technical Account Manager and the Sales team to help drive product expansion with existing customers by providing ideas and suggestions to help expand product footprint, functionality and services with our customers.
The Application Engineer also provides input to the Sales Team to help shape and review technical aspects of proposals.
Responsibilities
- Validate customer requirements for proof of concept and production implementations
- Perform Litmus Edge and Litmus Edge Manager product configuration during proof of concepts or production implementations
- Develop innovative ways for customers to maximize value from the Litmus products
- Maintain and contribute to internal library of solutions and best practices for deploying the Litmus Edge Product Suite
- Own assigned areas of documentation and ensure that content is relevant and current
- Provide feedback to the Sales Team regarding technical architectures and configuration requirements contained in proposals
- Provide expert technical support to Litmus Service Desk to troubleshoot and provide L3/L4 support
- Work with Account Executives to provide product, business and technical knowledge in support of sales activities and strategies
- Communicate with Product Management and Development to provide valuable field input into new product requirements
- Stay abreast of product roadmap as well as understanding the scenarios, features and functions within each of the products and how these are applied to address business and technical issues
- Participate in local, national and international Customer User Group conferences
Qualifications
- Experience in a manufacturing environment, specifically delivering solutions pertaining to the shop floor, automation, industrial Internet of Things, or analytics
- Familiar with network protocols and architecture
- Experience coding in languages such as java script or python
- Experience with Kubernetes and Docker
- Understanding of databases
- Familiarity with Linux based systems
- Technical skills in Cloud and Hybrid Cloud Infrastructure with one or more of the major vendors such as Azure, AWS, GCP, and Cloudera
- Experience performing in a customer facing / interactive role
- Self starter and able to work independently as well as in a team environment
- Enjoys solving problems
- Enjoys staying abreast of new technology and continually learning new things
- Able to adapt to change in a fast-paced environment