Get introduced to the
most exciting companies in
our portfolio.

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