Customer Success Engineer Job Gainesville area,Virginia USA,IT/Tech

Location Prince William County,Gainesville, VA, 20155,United States
Employee Type FT Exempt
Travel 33%

The Opportunity

The Customer Success Engineer II is a technical expert for the COMPASS platform, directly engaging with enterprise clients to drive adoption and resolve complex challenges. This role combines deep product knowledge with hands‑on customer interaction to ensure clients maximize their investment in COMPASS.

Key Responsibilities

Conduct on‑site visits and virtual technical deep‑dives to architect solutions and troubleshoot advanced COMPASS platform issues.
Design and deliver remote training sessions for customers, covering administrator functions and end‑user workflows specific to COMPASS.
Independently support exercises and test events as a COMPASS power user and provide ability to concurrently triage network complications.
Serve as the primary technical advisor, translating client business needs into effective COMPASS configurations and use cases.
Proactively manage the technical health of assigned accounts to ensure platform success and high customer satisfaction.
Act as the voice of the customer to internal Product and Engineering teams, providing critical feedback on the COMPASS roadmap.
Develop technical documentation and best practices for the COMPASS platform based on real‑world customer engagements.
Lead/assist with strategic business reviews with customer stakeholders to demonstrate value and alignment with business objectives.

Education

Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field or equivalent practical experience in a customer‑facing technical role

Required Skills, Experience & Abilities

Minimum 4 years of experience in a technical, customer‑facing role
Proven experience supporting enterprise SaaS platforms
Strong background translating business requirements into technical solutions
Experience managing the technical health of customer accounts and driving product adoption
Demonstrated ability to collaborate cross‑functionally with Product and Engineering teams
Experience gathering customer feedback and influencing product roadmaps
Fluency with IP networking concepts including routing, switching, subnetting, VLAN configuration, VPN integration, and network troubleshooting
Proficiency deploying, administering and troubleshooting Linux systems (Ubuntu, Red Hat, or similar), including command‑line operations, networking configuration, script development, service management, and log analysis.

Preferred Qualifications

Experience deploying, administering, and troubleshooting Tactical Awareness Kit (TAK) clients and servers.
Experience operating, configuring, or troubleshooting MANET (Mobile Ad Hoc Network) radios.
Experience designing, supporting, operating, and/or troubleshooting tactical mission networks (TMNs)
Experience with full‑motion video (FMV) transmission over tactical communication networks in support of ISR missions.
Experience supporting regulated or complex enterprise environments
Familiarity with customer success metrics (adoption, health scores, churn risk)
Strong verbal and written communication skills, especially with enterprise stakeholders
Ability to explain complex technical concepts to both technical and non‑technical audiences
Comfortable leading customer meetings, workshops, and strategic business reviews
Strong problem‑solving skills and a proactive, customer‑first mindset
Positive attitude toward safety and following protocols
Problem‑solving and troubleshooting mindset

Physical Demands & Work Environment

The physical demands and work environment described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable…