Senior Customer Success Engineer – DevOps

Senior Customer Success Engineer – Dev Ops

We are looking for a Senior Customer Success Engineer to join our team and help our Dev Ops customers succeed. As a Senior Customer Success Engineer, you will be responsible for building and managing relationships with customers, your primary responsibility will be to ensure the success and satisfaction of our clients by providing expert guidance, support, and strategic insights to help them achieve their Dev Ops objectives.

Function: IT Operations and Support → Dev Ops / Cloud

In this role, you will also work on migrating source code repositories to Git Hub Enterprise Cloud (GHEC), assisting customers in transitioning from their existing SCM platforms. This includes planning and executing migrations, troubleshooting issues, and ensuring a seamless experience for our clients.

You will play a pivotal role in fostering strong, long-lasting relationships with our customers.

The core responsibilities for the job include the following:

Customer Onboarding and Adoption:

• Lead the onboarding process for new customers, ensuring a smooth and successful implementation of Opsera’s Dev Ops platform.
• Work closely with customers to understand their goals and challenges, and guide them in maximizing the value of Opsera within their unique environment.

Customer Engagement and Relationship Management:

• Develop and nurture strong relationships with key customer stakeholders, including C-level executives, Dev Ops teams, and IT leaders.
• Conduct regular check-ins and business reviews to assess customer satisfaction, address concerns, and identify opportunities for additional value delivery.

Customer Education and Enablement:

• Provide proactive guidance and recommendations to clients, ensuring they optimize the use of our Dev Ops solutions to achieve their goals.
• Develop and implement customer education programs to enhance user proficiency and promote best practices.
• Work closely with the training team to create documentation, tutorials, and other resources to empower customers.

Metrics and Reporting:

• Define and track key customer success metrics to measure and report on the overall health of the customer base.
• Provide regular updates to leadership on customer success initiatives, challenges, and opportunities.
• Collaborate with customers to establish and track success criteria and key performance indicators (KPIs).
• Troubleshoot and resolve customer issues, working closely with the technical support and product teams when needed.

• 3-5 years of experience in customer success, with a focus on Dev Ops.
• Strong understanding of Dev Ops principles and practices.
• Excellent customer relationship and communication skills.
• Ability to work independently and as part of a team.
• Strong analytical and problem-solving skills.
• Bachelor’s degree or Master’s Degree.

Technical Expertise:

• Experience working on Linux-based infrastructure.
• Experience working on Jenkins.
• Experience with Github Actions pipelines / Gilab Runners.
• Experience working on security tools like sonar and Coverity is an added advantage.
• Previous experience in creating and deploying CI/CD tools and is sound on the CI/CD architecture.
• Working knowledge of various tools, open-source technologies, and cloud services.
• Awareness of critical concepts in Dev Ops and Agile principles.
• Setting up tools and required infrastructure.
• Experience on IAC (Infrastructure As Code) Terraform.
• Experience on Deployment tools like Argo/Octopus.
• Knowledge of Kubernetes and AWS cloud are added advantage.
• Deep understanding of Git internals, command-line usage, and Git best practices.

• Experience with customer relationship management (Salesforce CRM) software.
• Experience with customer success metrics and reporting.
• Experience with Dev Ops tools and technologies.
• Experience with Customer Success Platforms.

Passion, integrity, and empathy are our values. We are customer-centric and we believe in excellence and win-together strategy!

Opsera is continuous orchestration for modern Dev Ops teams. Our clients can customize and automate any CI/CD toolchain, build declarative pipelines, and view unified analytics and…