Customer Success Manager

We’re looking for a Customer Success Manager to join the team.

Responsibilities:

• Reproduce and debug customer issues by using or building test environments and tools. This is what you do the majority of your time.

• Triage and tackle incoming support requests via Zendesk within SLA, including high-severity urgent cases

• Document and record all activity and communication with customers in accordance to both internal and external security standards

• Attend weekly product engineering meetings to discuss issues pertinent to support

• Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead debugging calls

• Contribute to product documentation, customer knowledge base, and best practices guides

• Continuously improve process and tools for normal, repetitive support tasks

Qualifications:

• 3+ years of Support Engineering, DevOps Engineering, Software Engineering, or System Administration experience

• 3+ years Linux platform experience

• Familiarity with Distributed Systems, Microservice architecture, and Containers

• Knowledge of common on-prem and public cloud infrastructure platforms

• Knowledge of standard telemetry methodologies: monitoring, alerting, metrics

• Strong written communication and collaboration skills

• Experience with AWS, GCP, or Azure environments

• Interest in cloud adoption and technology at scale

You’re a great fit if you have:

• Remote work experience

• Experience with OAuth2, OIDC, SAML, and other IAM technologies

• Familiarity with Kubernetes, Helm, and other Cloud Native applications

• Experience working with distributed, highly available systems.

About Pomerium:

Pomerium helps companies manage and secure internal access. We:

• are a fast growing, well funded, venture backed startup.

• are a fully remote team. While prior experience working remotely isn’t required, we are looking for team members who perform well given a high level of independence and autonomy.

• offer competitive salaries

• are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.

Apply by emailing us at jobs+supporteng@pomerium.com your resume and telling us a bit more about yourself!

1. Tell us about what attracts you to this role and Pomerium

2. Tell us about the support experience you’re proud of and why

3. Tell us about your favorite technology to work with and why