What are the responsibilities and job description for the Customer Success Engineer position at 101domain.com?
Are you a highly technical individual with a passion for client success? Do you have advanced expertise in network security, web performance, and email authentication protocols? We are seeking a talented Customer Success Engineer to join our Customer Success team and play a pivotal role in maximizing value and ensuring the long-term success of our mid-market and enterprise clients.
As a Customer Success Engineer, you will be a trusted advisor, guiding clients through complex deployments, optimizing configurations, proactively identifying opportunities for enhancement, and resolving advanced technical challenges. You will work with various product integrations including VPS and Dedicated servers, Cloudflare Enterprise and DNS solutions, and DMARC email security and attack surface monitoring solutions. This role is crucial in bridging client needs with product development and strategic initiatives across our product portfolio, collaborating closely with Domain Support, Sales Engineering, DevOps, Marketing, and Development teams.
About Us:
101domain is a dynamic technology company at the forefront of the domain name industry. As a Domain Registrar, we develop our core technologies in-house, connecting to Domain Registries worldwide and dozens of other partner systems. Our continuous in-house development spans our website, CMS, ERP, provisioning and transaction processing, and many other critical services. While we leverage 3rd party SaaS platforms like Jira, Confluence, Github, Asana, and Google Workspace Enterprise for business and technology support, our primary focus is on internal development. Join us and be a part of a company that is constantly innovating and evolving!
Key Responsibilities:
- Strategic Client Engagement & Advisory: Serve as the primary technical contact and trusted advisor, understanding client objectives to align integrated solutions. Proactively identify opportunities for product optimization, feature adoption, and expansion, particularly concerning advanced security features (WAF, DDoS, Zero Trust) and robust email authentication (DMARC enforcement). Collaborate with Sales and Account Executives to support upsell and cross-sell opportunities.
- Onboarding, Implementation & Project Management: Manage technical onboarding and implementation of integrated products, ensuring seamless integration and coordinating critical domain name and infrastructure switchovers.
- Advanced Technical Support & Troubleshooting: Provide expert-level, customer-facing technical support for DNS, CDN, WAF, DDoS protection, Zero Trust services, email authentication platforms (DMARC, SPF, DKIM), and hosting environments (VPS, Dedicated Servers). Troubleshoot and resolve advanced technical issues, utilizing network monitoring tools and command-line interfaces (Linux).
- Product Advocacy & Improvement: Gather and synthesize client feedback, translating technical challenges into actionable recommendations for product development and marketing. Contribute to product quality assurance and design processes.
- Knowledge Sharing & Automation: Develop and provide advanced technical training to internal teams and clients. Write scripts and automate tasks using scripting languages (e.g., Python, Bash) to improve efficiency. Contribute to internal and customer-facing knowledge bases.
Required Skills & Abilities:
- Expert-level understanding of DNS protocols (DNSSEC, DMARC, SPF, DKIM) and email protocols (SMTP, IMAP, POP3).
- Deep working knowledge of web performance and security product suites (CDN, WAF, DDoS protection, ZTNA, API Security).
- Proficiency with email authentication platforms and related security tools.
- Strong foundational knowledge of Linux OS and command-line interfaces.
- Solid understanding of TCP/IP fundamentals, HTTP, SMTP, SSH, DHCP, and network monitoring tools.
- Ability to write scripts to automate tasks (Python, Bash, etc.).
- Familiarity with API and third-party integrations, and web hosting control panels (Plesk, cPanel, WHM).
- Exceptional professional people skills with the ability to communicate effectively, build rapport, and manage expectations with high-value enterprise clients.
- Excellent written and verbal communication skills, capable of explaining complex technical information to diverse audiences.
- Strong analytical and troubleshooting abilities with a methodical approach to problem-solving.
- Thorough, organized, and high attention to detail.
- Strong project management skills.
- Self-starter with the ability to work independently and as part of a cross-functional team.
- Proficient documentation skills.
Education & Experience:
- 5 years of experience in a customer-facing technical support, solutions engineering, or customer success role within a cloud, hosting, or internet infrastructure environment.
- Demonstrated hands-on experience with web security, performance, and email authentication products/platforms.
- Proven expertise in advanced DNS management, email security protocols (DMARC, SPF, DKIM), and Linux system administration.
- Bachelor's degree in a technical or business-related field preferred.
- Experience working with large enterprise clients and managing complex technical projects.