Customer Success Engineer II
NexTech Solutions (NTS) is a team of experts and engineers who understand the challenges that organizations face in finding and implementing the best technologies and IT solutions to meet mission requirements. We work with our government customers in defense and civilian agencies to identify new technologies. The OpportunityThe Customer Success Engineer II is a technical expert for the COMPASS platform, directly engaging with enterprise clients to drive adoption and resolve complex challenges. This role combines deep product knowledge with hands-on customer interaction to ensure clients maximize their investment in COMPASS. Key Responsibilities (*Essential Functions)Conduct on-site visits and virtual technical deep-dives to architect solutions and troubleshoot advanced COMPASS platform issues.Design and deliver remote training sessions for customers, covering administrator functions and end-user workflows specific to COMPASS.Independently support exercises and test events as a COMPASS power user and provide ability to concurrently triage network complications. Serve as the primary technical advisor, translating client business needs into effective COMPASS configurations and use cases.Proactively manage the technical health of assigned accounts to ensure platform success and high customer satisfaction.Act as the voice of the customer to internal Product and Engineering teams, providing critical feedback on the COMPASS roadmap.Develop technical documentation and best practices for the COMPASS platform based on real-world customer engagements.Lead/assist with strategic business reviews with customer stakeholders to demonstrate value and alignment with business objectives.RequirementsFluency in English (written and spoken)Must meet eligibility requirements to obtain US Top Secret Security clearanceEducation Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field or equivalent practical experience in a customer-facing technical role Required Skills, Experience & Abilities Minimum 4 years of experience in a technical, customer-facing roleProven experience supporting enterprise SaaS platformsStrong background translating business requirements into technical solutionsExperience managing the technical health of customer accounts and driving product adoptionDemonstrated ability to collaborate cross-functionally with Product and Engineering teamsExperience gathering customer feedback and influencing product roadmapsFluency with IP networking concepts including routing, switching, subnetting, VLAN configuration, VPN integration, and network troubleshootingProficiency deploying, administering and troubleshooting Linux systems (Ubuntu, Red Hat, or similar), including command-line operations, networking configuration, script development, service management, and log analysis. Preferred QualificationsExperience deploying, administering, and troubleshooting Tactical Awareness Kit (TAK) clients and servers. Experience operating, configuring, or troubleshooting MANET (Mobile Ad Hoc Network) radios.Experience designing, supporting, operating, and/or troubleshooting tactical mission networks (TMNs)Experience with full-motion video (FMV) transmission over tactical communication networks in support of ISR missions. Experience supporting regulated or complex enterprise environmentsFamiliarity with customer success metrics (adoption, health scores, churn risk)Strong verbal and written communication skills, especially with enterprise stakeholdersAbility to explain complex technical concepts to both technical and non-technical audiencesComfortable leading customer meetings, workshops, and strategic business reviewsStrong problem-solving skills and a proactive, customer-first mindsetPositive attitude toward safety and following protocolsProblem-solving and troubleshooting mindset Physical Demands & Work EnvironmentThe physical demands and work environment described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.Prolonged periods of sitting at a desk and working on a computer.Ability to travel up to 33% of the time, which may include extended periods of standing, walking, or navigating airports and government facilities.Frequent interaction with clients, executives, and officials in both in-person and virtual settings.Regular travel to customer sites, government facilities, and industry events.Fast-paced, deadline-driven environment requiring adaptability and responsiveness.SummaryThis role is based in the San Diego, CA area and includes a combination of onsite work, hybrid flexibility, and travel.The expectation to work onsite is up to 50% of the time. The candidate should be within a commutable distance to Naval Base Coronado and/or 29 Palms and/or Pendleton. The pay scale for this position in San Diego, CA is $130,000 to $145,000 per year + commission; base pay is dependent on experience and qualifications. Exciting opportunities like this are better when shared. Send this role to someone you know: Customer Success Engineer II Equal OpportunityAll qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. NTS will also consider qualified applicants with criminal histories consistent with relevant laws for employment.For individuals with disabilities that need additional assistance at any point in the application and interview process, please email recruiting@nextechsol.com