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Customer Success Engineer - APAC

Kentik

Kentik

Customer Service, Sales & Business Development
Asia · Remote
Posted on Friday, May 3, 2024

Who we are

Kentik is the network observability company. Our platform is a must-have for the network front line, whether digital business, corporate IT, or service provider. Network professionals turn to the Kentik Network Observability Cloud to plan, run, and fix any network, relying on our infinite granularity, AI-driven insights, and insanely fast search.

Kentik makes sense of network, cloud, host, and container flow, Internet routing, performance tests, and network metrics. We show network pros what they need to know about their network performance, health, and security to make their business-critical services shine. Networks power the world’s most valuable companies, and those companies trust Kentik. Market leaders like IBM, Box, and Zoom rely on Kentik for network observability. Visit us at kentik.com and follow us at @kentikinc.

What we do

At Kentik, we strive to take amazing care of our clients and partners and proactively do everything within our power to ensure that they get the maximum value out of our products and services. It is our goal to build and maintain long lasting relationships with our clients, and truly become a strong technical advisor and partner.
The Customer Success Engineering role is responsible for providing expert level technical advice and assistance to a dedicated set of existing Kentik customers. Customer Success Engineers work directly with our customers to troubleshoot and resolve highly technical issues as well as work to identify platform bugs and handle new inbound customer feature requests. This role forms part of the Field Engineering team and requires extensive collaboration with other Engineering team members plus multiple teams within Kentik such as Solutions Engineering, Customer Success Management, Product, and the Operations & Engineering team responsible for developing and maintaining the Kentik platform. This position will be supporting customers across APAC, candidates based in Singapore speaking English and Mandarin fluently will have the biggest advantage.
This is truly an exciting opportunity for a motivated individual looking to join a rapidly growing global team of extremely talented engineers, and that has significant career path growth potential within the organization.

What you'll do

  • Establish, grow, and own technical relationships with existing Kentik customers
  • Proactive customer outreach to build and maintain long lasting technical relationships that provides value to Kentik customers
  • Serve as an expert level escalation point for customer support issues
  • Collaborate with internal platform Operations & Engineering teams on newly identified bugs and customer feature requests
  • Work closely with the teams of Customer Success Managers, Account Executives, Solutions Engineers, and Product to ensure that customers achieve maximum value from the Kentik platform

What you'll bring

Studies have shown that some candidates tend to apply to jobs only if they meet 100% of the qualifications. We encourage you to apply if you meet most of the criteria - even if you don’t match all of the qualifications, your skills and experience could be valuable in this role!

  • Located in APAC region (Singapore preferred)
  • A “customer obsessed” mindset
  • Strong written and verbal communication skills: must be able to articulate complex technical ideas concisely and effectively
  • Experience with popular network vendor CLIs: Cisco, Juniper
  • Strong experience with TCP/IP and Internet Routing Protocols (IPv4/v6, BGP, MPLS, OSPF, HTTP/3 QUIC, DNS, etc.)
  • Experience with CDN architectures (OTT, Anycast, GSLB)
  • Strong experience with network monitoring suites (Netflow, Jflow, Sflow, IPFIX, SNMP, INT)
  • Experience with synthetic/network performance testing
  • Experience creating and analyzing tcpdump packet captures using Wireshark, or similar
  • Strong experience in Network Security (DDoS mitigation/scrubbing, Firewalls, Security Groups, NACLs, microsegmentation, cloud native)
  • Experience programming in Python, scripting in Perl and Bash
  • Infrastructure-as-Code for orchestration/configuration management with Pulumi, Terraform, CloudFormation, Ansible, Puppet, Chef, Helm
  • Strong working knowledge of APIs, maintaining RESTful code
  • Hands-on experience with Linux networking
  • Experience querying relational databases (PostgreSQL, MySQL)
  • Contribute to shared knowledge base and best practices
  • Ability to travel up to 25% of the time

What we offer

Kentik is a fully remote company that operates globally. We seek professionals that will help us thrive as an organization, and in turn, to broaden and enhance your career. We’re very thorough in the interview process to understand your skills and how they will relate to your successful growth here at Kentik. Our compensation philosophy encompasses a fair program for all in order to attract, engage and retain talented individuals who will drive our business and wow our customers.

In addition to a great career opportunity, Kentik offers stellar benefits for our employees, which include:

  • 100% of premiums are paid by company for health, vision and dental coverage for you and your dependents
  • Additionally, an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family
  • Paid family & medical leave
  • Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays
  • 401(k) retirement account
  • Home office reimbursement
  • Stock options

Note: Benefits are as listed for all US full-time employees. For compensation, international applicants will be treated equitably in relation to the laws applicable within the countries in which we operate.

Come work with us

The true meaning of Kentik is visibility. We’re committed to making sure everyone feels empowered to use their voice, has a sense of belonging, and is represented at Kentik.

We don’t look for individuals who fit the culture, but those who will continue to add to the culture.

We encourage everyone to apply, especially those individuals who are underrepresented in the industry: people of color, LGBTQI+ community, women, individuals with disabilities (both seen and unseen), veterans, and people of any age or family status.

Come as you are!

You will be working at a fast-growing, well-funded startup alongside industry thought leaders and network aficionados as we build the future of observability and set the high bar for how network operations and digital businesses should run. With a competitive salary and amazing benefits on top of the meaningful and challenging projects you’ll take on, we’re sure you’ll enjoy joining the Kentik team.

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