Customer Success Engineer

The Role 

As a Customer Success Engineer, you will provide best-in-class customer support while delivering highly technical solutions to our growing Enterprise customer base, ranging from Fortune 500 clients to government organizations. You will become a subject matter expert on Lakeside's proprietary solution, SysTrack and SysTrack Cloud, and develop best practices for implementation, configuration, and optimization of the tool for our customers, partners and other internal staff. We're looking for a relentless problem solver with a high aptitude for learning technical solutions who can build strong customer relationships that result in better product adoption and outcomes. This is an exciting opportunity to be the frontline expert for a highly technical product and intelligent customer base.  

What You'll Do 

The core functions of this role include: 

• Designing and delivering technical product solutions to large enterprise customers
• Troubleshooting and resolving issues with a data intensive, distributed application suite running in front of a SQL backend database
• Analyzing software, hardware and virtual platform configurations
• Documenting and presenting technical solutions and workflows for customers and internal stakeholders 
• Developing mutually beneficial customer relationships with a high level of customer satisfaction
• Collaborating with internal partners across Customer Success, Support, Sales, and Engineering department 

What You'll Bring to Lakeside 

The key requirements for this role include: 

• 5 years of relevant work experience (Previous experience level 2 or 3 Technical/Systems Engineering Support for Enterprise customers)
• Ability to quickly learn the SysTrack product suite to become a functional subject matter expert
• Experience designing and delivering technical product solutions to large enterprise customers
• Ability to troubleshoot & analyze software, hardware and virtual platform configurations
• Strong understanding of relational databases, SQL query language, Powershell, Microsoft SQL Server administration, and other related Microsoft Business Intelligence technologies (Reporting Services, Integration Services, Analysis Services)
• Knowledge of Virtual Desktop Infrastructure initiatives and underlying technology
• Ability to build effective relationships at all levels of the customer organization and maintain a high level of customer satisfaction
• Strong organization, written, and verbal communication skills 

The following skills and experiences are a plus: 

• Professional certifications in technologies from companies like Microsoft, VMware and Citrix such as MCP, MCSE, VCP, CCA or CCEA
• Working knowledge of networking and Terminal Server technology
• Familiarity with engineering best practices including coding standards, code reviews, source control management, build processes, testing, and operations 

Additional Details

• Location: Remote in the US 

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