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Customer Success Engineer - fully remote opportunity
full-time
About this role
Excellent opportunity to work REMOTELY with a U.S.-based company. Candidates living in Mexico, Central, or South America are welcome to apply.
About the Company
Bydrec, Inc. is a California-based company that connects top Tech talent from Latin America with U.S. companies looking to expand their development teams. Learn more at bydrec.com.
About the Role
As a Customer Success Engineer, you will serve as the primary technical contact for customers in LATAM, helping them implement and optimize SASE solutions. You will work closely with CISOs, Security Architects, Customer Success Managers, and DevOps teams within mid-to-large enterprises to deliver best-in-class cloud security solutions. You are the first line of defense against complex cybersecurity challenges, ensuring customers achieve their business and security objectives.
Key Responsibilities
- Guide customers through adoption and integration of *** SASE solutions into their security and networking operations.
- Provide real-time technical support and strategic guidance to optimize customer environments.
- Be the first line of defense for customer technical needs, coordinating with engineering teams to deliver timely resolutions.
- Serve as a trusted advisor and advocate, influencing product roadmap and improvements.
- Coach customers on Cloud Security Change Management, Governance, and Center of Excellence programs.
- Identify potential risks to customer success and collaborate with account teams to build mitigation plans.
- Map business challenges to SASE features and associated benefits to maximize ROI.
- Become a go-to expert on *** SASE solutions, building subject matter expertise over time.
- Contribute to key success metrics: CSAT, Renewal Rate, Upsell/Cross-sell identification, Adoption, Consumption, Customer Engagement.
- Occasionally travel within LATAM for customer meetings, kick-offs, and business reviews (travel is usually quarterly or as needed).
Required Skills & Experience
- Fluency in English and Portuguese. Spanish is a plus. English level advanced C1 (spoken and written)
- In-depth understanding of networking and security concepts; experience with multi-vendor devices (routers, switches, firewalls, traffic generators).
- Strong knowledge of SASE architecture and value proposition.
- Enterprise-level experience with routing protocols (BGP, OSPF, EIGRP).
- Expertise in Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, and Authentication Protocols (SAML, SSO, LDAP, RADIUS).
- Knowledge of Linux, including BASH and Python scripting.
- Proven experience managing customer escalations and negotiating successful resolutions.
- Strong consulting, project management, and multitasking skills in fast-paced environments.
- Excellent communication skills, able to explain technical issues to both technical and non-technical audiences.
- Availability for after-hours support on a scheduled/non-scheduled basis.
- Proactive, solution-oriented mindset.
Why Join?
- 100% remote work from anywhere in Brazil
- Collaborative, international work environment
What you'll do
- As a Customer Success Engineer, you will guide customers through the adoption and integration of SASE solutions while providing real-time technical support. You will also serve as a trusted advisor, helping customers optimize their security and networking operations.
About Bydrec
Bydrec, Inc. matches top IT talent in South America to highly desirable U.S. companies. Founded in 2016 by Tech pros with more than 17 years of industry experience, we differentiate ourselves by taking great care to expertly match nearshoring IT talent with their perfect U.S. company. Because great things happen when businesses and people find their right fit.
We are headquartered in Northern California and operate out of Colombia, South America. Unlike our Asian and European counterparts, we share time zones with U.S. clients, allowing our team members to engage with clients in a more collaborative endeavor. This reduces delays and ensures we deliver on the goals and requirements of projects seamlessly.
By working with latin american developers, we’re also able to offer high-quality teams for great cost of U.S.-based talent. Our nearshore outsourcing rates are competitive with Eastern Europe and Asia. We provide dedicated programmers that work full-time as members of your team for a flat, affordable monthly rate.
As industry experts, we know the benefits of companies outsourcing their technical needs for business applications. That’s why we are dedicated to helping give companies a competitive advantage by optimizing efficiency, focusing on excellent customer service and delivering customizable solutions.
Find your next Tech dream job or IT developer by visiting bydrec.com
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Frequently Asked Questions
What does a Customer Success Engineer - fully remote opportunity do at Bydrec?
As a Customer Success Engineer - fully remote opportunity at Bydrec, you will: as a Customer Success Engineer, you will guide customers through the adoption and integration of SASE solutions while providing real-time technical support. You will also serve as a trusted advisor, helping customers optimize their security and networking operations..
How do I apply for the Customer Success Engineer - fully remote opportunity position at Bydrec?
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