Customer Success Application Engineer

Litmus•Santa Clara, CA

About The Position

The Application Engineer works with prospective and existing Litmus customers to develop solutions that demonstrate measurable value to the end user and customer business. The Application Engineer leads the development and configuration of the Litmus Edge and Litmus Edge Manager products during both proof of concept projects and production implementations. 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 also 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. They also provide input to the Sales Team to help shape and review technical aspects of proposals.

Requirements

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.

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 customer 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
Be a technical expert on implementing Litmus Edge and Litmus Edge Manager into a customer environment
Provide feedback to the Sales Team regarding technical architectures and configuration requirements contained in proposals and to provide industry and technical knowledge to support pursuits
Work with the Sales Engineers to enhance and maintain the quality and effectiveness of demonstration scenarios
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.
Responsible for providing feedback from the market to Product Management and Development regarding additional products including gaps between product functionality and market/customer demands, as well as documenting bugs and suggesting new features.
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. This includes participating in internal software testing, delivering internal training and providing support for Litmus Partners and Value Added Resellers as necessary.
Work with colleagues to enhance and maintain the quality and effectiveness of demonstration scenarios. Ensure smooth presales to implementation account transitions by facilitating "handoff" process with a focus on continuous customer satisfaction.
Provide sales with ongoing support in fulfillment of RFI's, RFP's and other customer/prospect driven requests.
Where necessary, engage marketing and field presales to deliver webinars including recorded or live demonstrations.
Provide assistance and expertise to Litmus Partners and Value Added Resellers during the sales cycle to include analysis of prospects business requirements, solution architecture and solution presentations.
Attend conferences, participate in Customer Meetings and Customer Focus Groups to stay on top of changes in business issues, requirements, regulations and technology to understand where the market is going.
Participate in local, national and international Customer User Group conferences.