Sr. Strategic Customer Success Engineer

If you’re like us, you agree that open source software is a wonderful and unique gift that the community of software developers across the world have given to each other. At FOSSA, we want to proliferate its usage with our software supply chain management platform that helps our customers know what licenses, vulnerabilities, and dependencies go into their software as they utilize open source software packages. And we won’t rest until all companies, big and small, love and feel as comfortable with using open source as we are.

FOSSA is a rapidly growing series-B company with a truly distributed team. While our roots are in San Francisco, our growing team has members in several countries across many time zones.  We’re always working to find the perfect balance of effective approaches to distributed work, while maintaining the direct personal connections that help us work better together and love our jobs.

Your Mission

You’re a Sr. Strategic Customer Success Engineer that thrives on technical challenges and going deep with customers to help them accomplish their goals. Exceptional work ethic is second nature to you, and you welcome a certain level of ambiguity. You understand that customers are what make a company and are willing and able to bridge the gap, narrow or wide, between customer expectations and what FOSSA delivers today.

Simultaneously, you do not hesitate to speak up internally, you constantly seek to identify and improve technical processes and eliminate obstacles. You can be polished and well spoken in front of customers, articulating complex technical situations in a simple and concise manner to non-technical audiences. You can also be “gloves off” and tell the unvarnished truth in the right circumstances.

Your technical acumen in helping customers is strong, and you are able to adapt to the different personas that interact with FOSSA (Lawyers / IP Councils, Project Managers and other Intermediaries, Engineering Leaders and Software Engineers of various types and backgrounds). Strong bonus if you have had prior OSS or similar experience.

Most importantly, you are a true team player, you want to partner with Customer Success Managers, other engineers on the CS team, Product and Engineering contributors and many others to drive meaningful outcomes. You love open source and what it stands for in furthering software development and ultimately human advancement. You don’t ever give up and embrace adversity while approaching difficulties head-on.

Responsibilities & Key Skills:

• Lead consulting engagements for FOSSA prospects and customers pertaining to M&A activities involving code licensing and vulnerability audits
• Ongoing technical ownership and accountability over a set of FOSSA’s customers
• Solid understanding of enterprise-grade company stakeholder OSS needs and challenges
• Hands on experience with CI/CD pipelines and how to integrate plugins (e.g. integrate FOSSA CLI in a Jenkins environment)
• Consultative and hands-on approach to deploying FOSSA based on each customer’s specific build environments
• Partner closely with your Customer Success Managers to drive customer strategy around highly technical, often complex integrations and outcomes
• Continuously work to find and cultivate new technical champions within customers, forge trusted advisor relationships with your customers
• Think and act “customer-first”, collaborating closely with all key parts of FOSSA (Success Managers, Product Engineering, Product Management, etc.)

Qualifications: 

• Must have proven experience with private SaaS (single tenant) and on-prem SaaS (connected and disconnected), kubernetes (k8) or similar experience
• Proven ability to write and maintain scripts (bash, Python, Perl, etc.)
• Proven ability to write and maintain customer-facing technical project documentation
• Experience with helping customers plan a complex technical rollout within their organization, identifying key stakeholders, obstacles, etc.
• Working knowledge and understanding of threat modeling and how it applies to modern software architecture, ability to provide consultative recommendations
• Able to partner and collaborate with internal teams in reproducing product defects, coordinate escalations and be able to be provide input to on-call teams at FOSSA
• Desire to thrive by overcoming challenges, ambiguity and other “rough edges” in a fast-growing startup environment
• Sense of humor, persistence, professional gregariousness
• Espouse to core values of being biased toward action, solution oriented, and not afraid to experiment

It’s a plus if you also have:

• Previous experience as a Technical