Customer Success Engineering Lead | San Francisco Bay Area

Virtasant

94d

About The Position

Virtasant is a fast-growing global consultancy transforming how technology services are delivered. We are a diverse team of cloud experts, builders, and operators. Since 2006, we’ve helped large enterprises thrive in the public cloud — optimizing cost, scaling infrastructure, migrating legacy systems, and building cloud-native products. We take an AI-first mindset and are big on FinOps, software engineering, product development, and technology operations. Our outcome-driven model helps enterprises solve complexity in cloud, build efficient systems, and unlock real business value. We’re hiring a Customer Success Engineering Lead to establish and scale our internal engineering support function from the ground up. This is a critical, high-visibility role that will bridge complex cloud software stacks with customer success, ensuring seamless integration, deployment, and adoption. The role combines team-building, strategy, and hands-on technical leadership. You’ll define support processes, build and mentor a new team, and act as the primary technical interface for customers. Success in this role means scaling customer support maturity from Level 1 to advanced tiers while fostering trusted relationships with both engineering teams and executives.

Requirements

• Proven track record of building and scaling technical support or customer success teams.
• 7+ years in customer-facing technical roles (support, success engineering, solutions engineering, or similar).
• Strong background in issue triage, escalation management, and customer engagement.
• Hands-on experience with cloud platforms, infrastructure, or SaaS (AWS, Azure, or GCP).
• Ability to communicate technical issues clearly to both engineers and executives.
• Leadership experience with hiring, mentoring, and process creation.
• Strong program management and cross-functional collaboration skills.

Nice To Haves

• Experience in platform engineering, data engineering, or cloud operations.
• Familiarity with capacity operations or scaling distributed systems.
• Prior experience in enterprise consulting or managed services.
• Exposure to technical onboarding and customer design-in processes.

Responsibilities

• Define and execute the end-to-end strategy for integrating complex cloud software stacks from proof-of-concept to customer acceptance.
• Build the Customer Success Engineering team from scratch — own hiring, training, mentoring, and culture.
• Establish Level 1 support processes (triage, intake, prioritization, and escalation).
• Serve as the primary technical contact for customers, leading onboarding, design-in, and technical kickoffs.
• Translate customer requirements into actionable tasks across platform, data, cloud ops, and capacity operations.
• Lead complex technical discussions to resolve customer-reported issues and escalations.
• Provide regular updates, risk tracking, and progress reports to leadership and customers.
• Continuously improve processes and share lessons learned to strengthen customer outcomes.

Benefits

• Build and lead a new customer success engineering function from day one.
• Work at the intersection of engineering and customer engagement on high-impact programs.
• Partner with some of the world’s largest enterprises on complex cloud solutions.
• Join a global, remote-first consultancy with 4,000+ experts across 130 countries.
• Grow your career in a culture built for autonomy, trust, and innovation.

What This Job Offers

• Job Type: Full-time