Customer Success Network Engineer

<div class="content-intro"><p class="MsoNormal" style="margin-bottom: 12.0pt;"><span style="font-size: 10pt; font-family: 'trebuchet ms', geneva, sans-serif; color: black;">Founded in 2004, NetBrain is the leader in no-code network automation. Its ground-breaking Next-Gen platform provides IT operations teams with the ability to scale their hybrid multi-cloud connected networks by automating the processes associated with Diagnostic Troubleshooting, Outage Prevention and Protected Change Management. &nbsp;Today, over 2,500 of the world’s largest enterprises and managed services providers leverage NetBrain’s platform.</span></p></div><p>The Customer Success Engineer (Digital Customer Success Manager) is a key member of the post-sales organization. You have a networking background and an understanding of troubleshooting in mission-critical environments. You have a strong interest in customer-facing roles, listening to customers and persevering to help them achieve goals with NetBrain automation.</p> <p><strong><em>What You’ll Do</em></strong></p> <ul> <li>Engage and evangelize relevant NetBrain use cases to assigned customer accounts.</li> <li>Directly help customers achieve automation value/use cases with NetBrain.</li> <li>Partner with Services, Support, and R&amp;D organizations to ensure customer adoption of automation.</li> <li>Develop and execute customer success plans with customers.</li> <li>Scaled Customer Success: Leverage digital/tech-touch approaches including webinars, reusable assets, and automation playbooks. Use Customer Success tools (e.g., Gainsight) to manage and scale engagement.</li> <li>Work with Customer Success tools to deliver low-touch/tech-touch methods to interact with customers.</li> <li>Train and coach customers through successful onboarding and ongoing usage.</li> <li>Collaborate with Sales on accounts to identify expansion opportunities.</li> </ul> <p><strong><em>Who You Are</em></strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="whitespace-normal break-words pl-2">4–6 years of experience in networking, customer success, or post-sales roles, with at least 2 years in a customer-facing capacity (Support Engineer, Post-Sale Engineer, Technical Project Management, or Delivery Manager)</li> <li class="whitespace-normal break-words pl-2">Background in a NOC or complex enterprise network environment (ISP, Cloud provider, MSP, or Systems Integrator)</li> <li class="whitespace-normal break-words pl-2">Strong understanding of enterprise networking fundamentals: routing &amp; switching (BGP, OSPF, VLANs), network troubleshooting, and familiarity with monitoring tools (Wireshark, SNMP, etc.)</li> <li class="whitespace-normal break-words pl-2">Networking certification strongly preferred (CCNA, CCNP, JNCIA, JNCIP, or equivalent)</li> <li class="whitespace-normal break-words pl-2">Bachelor's degree in Computer Science, Engineering, or equivalent</li> <li class="whitespace-normal break-words pl-2">Excellent written and verbal communication skills, including the ability to explain complex technical concepts to non-technical audiences</li> <li class="whitespace-normal break-words pl-2">Proven ability to manage multiple enterprise customers simultaneously, meet deadlines, and drive outcomes independently</li> <li class="whitespace-normal break-words pl-2">Experience working with Global 2000/5000 enterprise customers preferred</li> </ul> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>Nice to Have</strong></p> <ul class="[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="whitespace-normal break-words pl-2">Familiarity with network automation and APIs</li> <li class="whitespace-normal break-words pl-2">Experience with Customer Success or CRM platforms (e.g., Gainsight, Salesforce)</li> <li class="whitespace-normal break-words pl-2">Exposure to SaaS, automation-driven, or observability platforms</li> <li class="whitespace-normal break-words pl-2">Windows or Linux administration experience</li> </ul> <p>&nbsp;</p><div class="content-conclusion"><p><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;">NetBrain invites all interested and qualified candidates to apply for employment opportunities.</span></p> <p><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;">Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.</span></p> <p><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;">If you have a disability that prevents or limits your ability to use or access the site, or if you require any other accommodation in the application process due to a disability, you may request a reasonable accommodation. To make a request, please contact our People Team at:&nbsp;<a href="mailto:people@netbraintech.com">people@netbraintech.com</a>&nbsp;and we will be happy to assist you.</span></p> <p><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;">In compliance with applicable laws, NetBrain conducts holistic, individual background reviews in support of all hiring decisions.</span></p> <p><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;">It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.</span></p> <p>&nbsp;</p></div>