Customer Success Engineer

Aterlo Networks (https://www.aterlo.com) is a Waterloo-based startup company that builds innovative software products to improve the quality of experience of Internet users. We are a small team of networking experts who solve hard problems and build great products. Our Preseem product is a widely used application for Wireless Internet service providers (WISPs) to visualize, understand and improve the quality of experience of their customers.

About the Role

In this role, you will delight our customers with your excellent support during their deployment and ongoing use of Preseem. You will build strong trust relationships with customers and you will use your technical abilities with Linux and networking to help them make the best use of the product.

 

Responsibilities

  • Assist our customers' network engineering, operations, support and marketing teams in their use of Preseem
  • Perform configuration of Preseem and integrations between Preseem and other systems, using Linux command-line tools
  • Develop documentation to help customers find the answers to their questions
  • Develop, use and improve internal metrics to ensure customer satisfaction and to help move customers to more advanced levels of usage
  • Talk to customers on the phone and via online chat to triage issues and provide support
  • Ensure long-lasting relationships by consistently providing an outstanding customer experience
  • Be a voice of the customer to internal product and development teams

 

Requirements

  • Experience installing, configuring and using Linux and Linux based applications
  • Experience with non-trivial enterprise or service provider networks specifically with technologies such as OSPF, BGP, STP, 802.1ad and 802.3ad
  • Knowledge of Bash, Python and other automation tools
  • Experience helping customers and a desire to build relationships with them
  • Excellent English communication skills, both written and verbal
  • A people person, with a friendly and positive manner
  • Commitment to continuous improvement, self-development and lifelong learning

 

Bonus Points

  • Experience working for an ISP or a provider of technical solutions to ISPs
  • Linux or networking certification (RHCE, CCNA, CCIE)

 

What Aterlo Networks Offers

  • A small team - you will work with and learn a broad variety of technologies and customers and you will make a real impact
  • An amazing work environment in the Accelerator Center where you will be working next to many of Waterloo's top startup companies
  • Flexible hours - our culture values what you get done, not when and where you do it
  • Interaction with customers - learn what our customers value and solve interesting problems they run into
  • Stock options - we're a small startup company with lots of potential, and we reward high performing employees with stock options in the company in addition to their salary
  • Health benefits
  • Unlimited vacation policy