What you’ll do:

• Partner with Customer Success Managers to support onboarding, adoption, retention, and expansion across strategic customer accounts.
• Serve as a trusted technical advisor by explaining architecture, deployment considerations, best practices, and solution value in a clear and accessible way.
• Help customers connect Gigamon technical capabilities to their business outcomes, success criteria, and long-term adoption goals.
• Identify technical risks, adoption blockers, and customer friction points early, and coordinate the right internal resources to address them.
• Collaborate closely with Solutions Engineering, Technical Support, Professional Services, Product, and Sales to ensure a seamless and consistent customer experience.
• Participate in customer meetings, success plan reviews, escalations, and account strategy discussions as the technical voice within the Customer Success motion.
• Translate complex technical concepts for non-technical and executive audiences with clarity and confidence.
• Capture and communicate customer feedback, recurring themes, and product gaps to internal stakeholders to inform product and process improvements.
• Create, maintain, and improve internal and customer-facing documentation such as best practice guides, enablement materials, process documentation, and technical adoption resources.
• Support renewal and growth motions by reinforcing solution value, technical fit, and adoption progress.
• Build strong, trusted customer relationships through responsiveness, sound judgment, and a calm, consultative approach during both routine interactions and escalations.

What you’ve done:

• 5+ years of experience in a customer-facing technical role such as Solutions Engineer, Technical Account Manager, Customer Success Engineer, Technical Support Engineer, Technical Consultant, or similar.
• Worked with enterprise customers in a post-sales, technical advisory, support, or customer success capacity.
• Demonstrated strong foundational knowledge of networking, cloud, and enterprise infrastructure concepts.
• Gained familiarity with Linux, common deployment models, and hybrid customer environments.
• Developed working knowledge of cloud platforms such as AWS, Azure, and GCP.
• Shown the ability to understand and discuss technical architectures, integrations, and operational considerations without needing to perform direct hands-on administration in production systems.
• Effectively recognized when customer issues require escalation to Technical Support, Professional Services, or Engineering and coordinated those transitions.
• Proven ability to work cross-functionally and influence outcomes without direct authority.
• Earned a Bachelor’s degree in Computer Science, Engineering, Information Technology, Cybersecurity, or equivalent practical experience.
• (Preferred) Supported customers in SaaS, on-premise, or hybrid deployment models.
• (Preferred) Gained familiarity with Kubernetes, Nutanix, and modern cloud platforms.
• (Preferred) Built experience in cybersecurity, observability, infrastructure, or related enterprise technology domains, ideally in a fast-paced B2B enterprise software environment.

Who you are:

• Emotionally intelligent and empathetic, able to navigate escalations and sensitive situations with professionalism and composure.
• An excellent communicator, with strong written and verbal skills and the ability to explain complex technical topics to both technical and non-technical stakeholders.
• A strong listener who can de-escalate tense situations, build trust, and maintain credibility with customers and internal teams.
• Highly organized, with the ability to manage multiple stakeholders, competing priorities, and follow-through on commitments.
• Consultative and collaborative, with a customer-first mindset and a focus on driving business outcomes rather than hands-on break-fix work.
• Comfortable operating in cross-functional environments and influencing without direct authority to ensure customers have the right technical guidance and internal advocacy throughout their journey.

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