Senior Strategic Customer Success Engineer, FOSSA

• You’re a Sr. Strategic Customer Success Engineer that thrives on technical challenges and going deep with customers to help them accomplish their goals
• Exceptional work ethic is second nature to you, and you welcome a certain level of ambiguity
• You understand that customers are what make a company and are willing and able to bridge the gap, narrow or wide, between customer expectations and what FOSSA delivers today
• Simultaneously, you do not hesitate to speak up internally, you constantly seek to identify and improve technical processes and eliminate obstacles
• You can be polished and well spoken in front of customers, articulating complex technical situations in a simple and concise manner to non-technical audiences
• You can also be “gloves off” and tell the unvarnished truth in the right circumstances
• Your technical acumen in helping customers is strong, and you are able to adapt to the different personas that interact with FOSSA (Lawyers / IP Councils, Project Managers and other Intermediaries, Engineering Leaders and Software Engineers of various types and backgrounds)
• Strong bonus if you have had prior OSS or similar experience
• Most importantly, you are a true team player, you want to partner with Customer Success Managers, other engineers on the CS team, Product and Engineering contributors and many others to drive meaningful outcomes
• You love open source and what it stands for in furthering software development and ultimately human advancement
• You don’t ever give up and embrace adversity while approaching difficulties head-on
• Must have proven experience with private SaaS (single tenant) and on-prem SaaS (connected and disconnected), kubernetes (k8) or similar experience
• Proven ability to write and maintain scripts (bash, Python, Perl, etc.)
• Proven ability to write and maintain customer-facing technical project documentation
• Experience with helping customers plan a complex technical rollout within their organization, identifying key stakeholders, obstacles, etc
• Working knowledge and understanding of threat modeling and how it applies to modern software architecture, ability to provide consultative recommendations
• Able to partner and collaborate with internal teams in reproducing product defects, coordinate escalations and be able to be provide input to on-call teams at FOSSA
• Desire to thrive by overcoming challenges, ambiguity and other “rough edges” in a fast-growing startup environment
• Sense of humor, persistence, professional gregariousness
• Espouse to core values of being biased toward action, solution oriented, and not afraid to experiment

Desirable

• Lead consulting engagements for FOSSA prospects and customers pertaining to M&A activities involving code licensing and vulnerability audits
• Ongoing technical ownership and accountability over a set of FOSSA’s customers
• Solid understanding of enterprise-grade company stakeholder OSS needs and challenges
• Hands on experience with CI/CD pipelines and how to integrate plugins (e.g. integrate FOSSA CLI in a Jenkins environment)
• Consultative and hands-on approach to deploying FOSSA based on each customer’s specific build environments
• Partner closely with your Customer Success Managers to drive customer strategy around highly technical, often complex integrations and outcomes
• Continuously work to find and cultivate new technical champions within customers, forge trusted advisor relationships with your customers
• Think and act “customer-first”, collaborating closely with all key parts of FOSSA (Success Managers, Product Engineering, Product Management, etc.)