Customer Success Engineer

About Command|Link

Command|Link is a global SaaS Platform providing network, voice services, and IT security solutions. They empower corporations to consolidate core infrastructure with a proprietary single-pane-of-glass platform. Recognized for innovation, Command|Link has received multiple industry awards and simplifies IT management for businesses, maximizing uptime and improving profitability.

About the Role

Command|Link is redefining enterprise customer onboarding and value realization. We are looking for a Customer Success Engineer to serve as the technical owner of customer relationships from day one. This hands-on role requires direct experience with infrastructure, monitoring systems, scripting, server management, and network environments. The ideal candidate, with an MSP or corporate IT administrator background, will be the primary technical point of contact for enterprise accounts, ensuring full platform adoption and account health.

What You'll Do

• Own the technical relationship for enterprise accounts from kickoff through full platform adoption, focusing on account health and adoption metrics.
• Configure and deploy monitoring, alerting, and automation policies within customer environments.
• Set up and tune systems across monitoring and RMM tooling with hands-on expertise.
• Troubleshoot network, security, and infrastructure issues with customers efficiently.
• Script and automate technical workflows and integrations to enhance efficiency.
• Act as the technical translator between customers and the CommandLink product team, channeling feedback for product improvements.
• Build and refine a repeatable technical onboarding playbook.
• Support renewal and expansion conversations with technical credibility.
• Provide technical support during new-business sales calls when needed.
• Partner with solutions engineering and product teams to ensure customer feedback influences platform direction.
• Undertake additional responsibilities and projects as required.

What You Bring

Required:

• 3 years minimum, 5+ years preferred, in a hands-on technical role at an MSP or as a corporate IT administrator.
• Direct, practical experience with scripting, server administration, and network deployment, including firewalls.
• Real hands-on experience with monitoring and RMM platforms (e.g., SolarWinds, Auvik, Dynatrace, Kaseya).
• Demonstrated ability to configure, troubleshoot, and resolve technical issues independently.
• Strong communication skills, able to translate technical details for diverse audiences.
• Comfort working across security, network, and alerting concepts with technical authority.

Nice to Have:

• Experience at an MSP or software provider serving the MSP market.
• Prior exposure to ITSM or ITIL concepts.
• Experience building technical onboarding playbooks or repeatable processes from scratch.
• Interest in growing into a future team leadership or Director-track role.

Why You'll Love Life at Command|Link

• Opportunity to shape the future of business communication at a high-growth company.
• An environment that celebrates ideas and innovation.
• Your work will have a tangible impact.
• Flexible time off.
• Fun events at cool locations.
• Employee referral bonuses.

Hiring Process Note

CommandLink uses AI-assisted tools to help review and analyze applications, supporting the recruiting team in identifying qualifications. These tools assist but do not make final hiring decisions; all applications are reviewed by a human.

Location

This is a 100% remote position!