Customer Success Engineer

About Command|LinkCommand|Link is a global SaaS Platform providing network, voice services, and IT security solutions, helping corporations consolidate their core infrastructure into a single vendor and layering on a proprietary single pane of glass platform. Command|Link has revolutionized the IT industry by tackling the problems our competitors create. In recognition for our unprecedented innovation and dedication, Command|Link was recognized as the SD-WAN Product of the Year, ITSM Visionary Spotlight, UCaaS Product of the Year, NaaS Product of the Year, Supplier of the Year, and the AT&T Strategic Growth Partner. Command|Link has built the only IT platform for scale that solves ISP vendor sprawl and IT headaches. We make it easy for our customers to get more done, maximize uptime and improve the bottom line.Learn more about us here!This is a 100% remote position!About the Role CommandLink is redefining how enterprise customers onboard, adopt, and get lasting value from our platform, and we're looking for a Customer Success Engineer to be the technical owner of that relationship from day one. This is a technical, hands-on role built for someone who has lived inside real infrastructure: someone who has configured monitoring systems, scripted automations, managed servers, and worked directly with firewalls and network environments, not someone who has only advised from the outside. The ideal candidate comes from an MSP background or a corporate IT administrator seat, where they learned to move fast, solve problems directly, and speak fluently about networks, security, and systems without translation. You will be the primary technical point of contact for CommandLink's enterprise accounts, accountable for turning first contact into full platform adoption and long-term account health, and you will earn that trust by listening closely to what customers actually need, validating those needs technically, and feeding that insight back into our product organization. This role is built with a growth path toward a future team leadership track for the right person. What You'll DoOwn the technical relationship for enterprise accounts from kickoff through full platform adoption, with account health and adoption as your primary success metricsConfigure and deploy monitoring, alerting, and automation policies directly within customer environmentsSet up and tune systems across monitoring and RMM tooling, bringing genuine hands-on fluency rather than surface-level familiarityTroubleshoot network, security, and infrastructure issues alongside customers with speed and precisionScript and automate technical workflows and integrations to reduce manual lift and speed time to valueAct as the technical translator between customers and CommandLink's product team, listening to requests, validating what's technically feasible, and channeling that feedback into product improvementsBuild and continuously refine a repeatable technical onboarding playbook that scales across the customer baseSupport renewal and expansion conversations with deep technical credibility, without owning a sales quotaProvide occasional technical support on new-business sales calls when infrastructure expertise is needed to move a deal forwardPartner with solutions engineering and product teams to ensure customer feedback shapes future platform directionTake on additional responsibilities and projects as needed to support the success of the team and organizationWhat You BringRequired3 years minimum, 5+ years preferred, in a hands-on technical role at an MSP or as a corporate IT administratorDirect, practical experience with scripting, server administration, and network deployment, including firewallsReal hands-on experience with monitoring and RMM platforms such as SolarWinds, Auvik, Dynatrace, or KaseyaDemonstrated ability to configure, troubleshoot, and resolve technical issues independently rather than escalating themStrong communication skills with the ability to translate technical detail for both customers and internal product teamsComfort working across security, network, and alerting concepts fluently enough that customers trust you as a technical authorityNice to HaveExperience at an MSP or software provider serving the MSP marketPrior exposure to ITSM or ITIL concepts, though this is not the primary hiring background for this roleExperience building technical onboarding playbooks or repeatable processes from scratchInterest in growing into a future team leadership or Director-track role  Why you'll love life at Command|LinkJoin us at CommandLink, where you'll have the opportunity to shape the future of business communication. We value the innovative spirit and seek individuals ready to bring their unique vision and expertise to a team that values bold ideas and strategic thinking. Are you ready to make an impact?Room to grow at a high-growth companyAn environment that celebrates ideas and innovationYour work will have a tangible impactFlexible time off Fun events at cool locationsEmployee referral bonuses to encourage the addition of great new people to the teamAt CommandLink, we’re committed to creating a fair, consistent, and efficient hiring experience. As part of our process, we use AI-assisted tools to help review and analyze applications. These tools support our recruiting team by identifying qualifications and experience that align with the requirements of each role.AI tools are used only to assist in the evaluation process — they do not make final hiring decisions. Every application is reviewed by a member of our recruiting or hiring team before any decisions are made.