Customer Success Engineer

CommandLink

14h • $140,000 - $180,000

About The Position

CommandLink is redefining how enterprise customers onboard, adopt, and get lasting value from our platform, and 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 built for someone who has lived inside real infrastructure: someone who has configured monitoring systems, scripted automations, managed servers, and worked directly with firewalls and network environments, not someone who has only advised from the outside. The ideal candidate comes from an MSP background or a corporate IT administrator seat, where they learned to move fast, solve problems directly, and speak fluently about networks, security, and systems without translation. You will be the primary technical point of contact for CommandLink's enterprise accounts, accountable for turning first contact into full platform adoption and long-term account health, and you will earn that trust by listening closely to what customers actually need, validating those needs technically, and feeding that insight back into our product organization. This role is built with a growth path toward a future team leadership track for the right person.

Requirements

• 3 years minimum, 5+ years preferred, in a hands-on technical role at an MSP or as a corporate IT administrator
• Direct, practical experience with scripting, server administration, and network deployment, including firewalls
• Real hands-on experience with monitoring and RMM platforms such as 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 translate technical detail for both customers and internal product teams
• Comfort working across security, network, and alerting concepts fluently enough that customers trust you as a technical authority

Nice To Haves

• Experience at an MSP or software provider serving the MSP market
• Prior exposure to ITSM or ITIL concepts, though this is not the primary hiring background for this role
• Experience building technical onboarding playbooks or repeatable processes from scratch
• Interest in growing into a future team leadership or Director-track role

Responsibilities

• Own the technical relationship for enterprise accounts from kickoff through full platform adoption, with account health and adoption as your primary success metrics
• Configure and deploy monitoring, alerting, and automation policies directly within customer environments
• Set up and tune systems across monitoring and RMM tooling, bringing genuine hands-on fluency rather than surface-level familiarity
• Troubleshoot network, security, and infrastructure issues alongside customers with speed and precision
• Script and automate technical workflows and integrations to reduce manual lift and speed time to value
• Act as the technical translator between customers and CommandLink's product team, listening to requests, validating what's technically feasible, and channeling that feedback into product improvements
• Build and continuously refine a repeatable technical onboarding playbook that scales across the customer base
• Support renewal and expansion conversations with deep technical credibility, without owning a sales quota
• Provide occasional technical support on new-business sales calls when infrastructure expertise is needed to move a deal forward
• Partner with solutions engineering and product teams to ensure customer feedback shapes future platform direction
• Take on additional responsibilities and projects as needed to support the success of the team and organization

Benefits

• Generous Medical, Dental, and Vision coverage for full-time employees
• Flexible time off
• 401k to help you save for the future
• Fun events at cool locations
• Free DoorDash lunches on Fridays
• Employee referral bonuses to encourage the addition of great new people to the team

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed