Sales Engineer

Position: Customer Success/Sales Engineer (Cloud Observability)

Company
Description:

Middleware is a fast -growing and well -funded
startup with a mission to help organizations gain insights and visibility into
their complex systems and applications. Our observability platform is designed
to provide real -time monitoring and alerting capabilities alongside advanced
analytics and reporting tools. We are passionate about delivering a world -class
cost -effective product and providing exceptional customer service. We are
looking for talented individuals who share our values and vision to join our
team.

About
the role:

As a Customer Success Engineer you will be the
bridge between our customers and our platform, ensuring they have a seamless
and successful experience throughout their journey. You will collaborate
closely with our sales, product, and engineering teams to provide technical
expertise and support that drives customer satisfaction and loyalty.

Requirements

Key responsibilities include:

1.  Technical
   Success and Solutions: Serve as the primary technical point of contact
   for strategic accounts, designing future proof solutions and growth
   strategies.
   
2. Customer Onboarding: Guide
   customers through the onboarding process, assisting with platform setup,
   integration, and training to ensure a smooth adoption.
   
3. Proactive Monitoring: Monitor customer accounts for potential issues and proactively address any
   technical challenges to optimize their experience.
   
4. Technical Troubleshooting: Diagnose and resolve complex technical issues, working closely with the
   engineering team to ensure prompt resolution.
   
5. Product Knowledge and Training: Develop a deep understanding of our platform and keep up -to -date
   with the latest features and enhancements. Conduct training sessions and
   write comprehensive technical documents for customers to maximize their
   product utilization.
   
6. Customer Feedback and Advocacy: Actively gather feedback from customers, sharing insights with
   the product team to drive continuous improvement. Be a customer advocate
   within the company.
   
7. Renewals
   and Upsells: Collaborate with the
   sales team to identify upsell opportunities and act as the technical expert
   when required throughout the renewal process
   

Requirements:

-       Minimum 3+ years in a hands -on
technical role in the Cloud SaaS or observability space as a Support Engineer,
Software Engineer, Sales Engineer, or Technical Success Manager

-       Minimum 2+ years in a customer
facing role focused on troubleshooting and solution delivery

-       Strong technical background with
intimate knowledge of cloud architectures, containers, applications, and
observability tools

-       Excellent written and verbal
communication skills, with experience translating complex technical topics to
non -technical audiences

-       Proven ability to accurately
diagnose and resolve technical issues (bugs, error messages, etc) efficiently
and effectively

-       A passion for delivering
exceptional customer experiences and driving customer success

-       Ability to work collaboratively
across cross -functional teams to achieve common goals

-       Thrive in a fast -paced startup
environment, comfortable adapting quickly to changing priorities