Strategic Customer Success Engineer

Key Responsibilities:

• Technical Expertise: Act as the primary technical resource for our largest customers, providing expert guidance on the deployment, integration, and optimization of our products.
• Customer Onboarding: Lead the technical onboarding process for new strategic customers, ensuring a smooth and efficient setup that meets their specific requirements and goals.
• Ongoing Support: Provide ongoing technical support and troubleshooting to enterprise clients, addressing their concerns promptly and effectively.
• Customer Advocacy: Serve as the voice of the customer within the company, advocating for their needs and working with internal teams to ensure customer satisfaction.
• Product Adoption: Partner with clients to align Fingerprint’s roadmap with their priorities while driving broader adoption of our capabilities. Capture feedback on performance and feature needs, collaborating with product and engineering teams to shape direction and deliver long-term impact for both sides.
• Relationship Management: Build and maintain strong relationships with key technical and business stakeholders within enterprise accounts, driving thought leadership and acting as a trusted advisor and strategic partner.
• Reporting: Monitor and analyze customer health metrics and usage data, leveraging visualization tools to distill insights. Create reports that highlight trends, risks, and opportunities, and translate findings into actionable recommendations that help clients and internal teams achieve their goals.
• Travel: Minimal travel to visit customers on site expected.

Qualifications:

• Experience: 10-15 years of experience in a customer success, professional services, or solutions engineering role, preferably within a SaaS or enterprise software environment with a focus on large accounts.
• Location: Remote, Pacific Time Zone, Preference for candidates located in the San Francisco Bay area as travel may be required to visit clients on site. 
• Technical skills:
  • Strong hands-on JavaScript experience in a professional environment, especially in debugging or building integrations
  • Experience working with RESTful APIs and other web services
  • Strong SQL skills; PostgreSQL experience preferred. It's used regularly to debug issues and to surface insights into customer usage and integration behavior
  • Familiarity with software development lifecycles and modern API architectures
  • Experience with at least one of our supported SDK languages (Go, Node.js, Python, PHP, C#, Java) is preferred
  • Bonus: experience deploying serverless functions or working with cloud platforms like Cloudflare Workers or AWS Lambda, especially in the context of API integrations
• Problem-Solving: Exceptional troubleshooting skills with the ability to diagnose and resolve complex technical issues independently. 
• Communication: Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical stakeholders.
• Adaptability: Track record of thriving in highly ambiguous, fast-paced environments.
• Customer Focus: Demonstrated ability to understand customer needs and deliver solutions that drive success.
• Collaboration: Proven ability to work cross-functionally with sales, product, and engineering teams to achieve common goals.
• Education: Bachelor’s degree in Computer Science, Engineering, or a related field is preferred.