Customer Success Engineer

Lakeside Software is how organizations with large, complex IT environments can finally get visibility across their entire digital estate and see how to do more with less. For far too long, IT teams have struggled to see what’s going on in their dark estate – where costly inefficiencies, poor employee experiences, and unresolved problems hide. Only Lakeside lets you give everyone a better view, so they can see the hidden issues, see the smartest fixes, and see the biggest savings. That’s why so many of the world’s leading global brands rely on Lakeside. And it’s how our customers see an average ROI of more than 250%. 

Give everyone a better view.TM

The Role 

As a Customer Success Engineer, you will provide best-in-class customer support while delivering highly technical solutions to our growing Enterprise customer base, ranging from Fortune 500 clients to government organizations. You will become a subject matter expert on Lakeside’s proprietary solution, SysTrack and SysTrack Cloud, and develop best practices for implementation, configuration, and optimization of the tool for our customers, partners and other internal staff. We’re looking for a relentless problem solver with a high aptitude for learning technical solutions who can build strong customer relationships that result in better product adoption and outcomes. This is an exciting opportunity to be the frontline expert for a highly technical product and intelligent customer base.  

What You’ll Do 

The core functions of this role include: 

• Designing and delivering technical product solutions to large enterprise customers
• Troubleshooting and resolving issues with a data intensive, distributed application suite running in front of a SQL backend database
• Analyzing software, hardware and virtual platform configurations
• Documenting and presenting technical solutions and workflows for customers and internal stakeholders
• Developing mutually beneficial customer relationships with a high level of customer satisfaction
• Collaborating with internal partners across Customer Success, Support, Sales, and Engineering department

What You’ll Bring to Lakeside 

The key requirements for this role include: 

• 5 years of relevant work experience (Previous experience level 2 or 3 Technical/Systems Engineering Support for Enterprise customers)
• Ability to quickly learn the SysTrack product suite to become a functional subject matter expert
• Experience designing and delivering technical product solutions to large enterprise customers
• Ability to troubleshoot & analyze software, hardware and virtual platform configurations
• Strong understanding of relational databases, SQL query language, Powershell, Microsoft SQL Server administration, and other related Microsoft Business Intelligence technologies (Reporting Services, Integration Services, Analysis Services)
• Knowledge of Virtual Desktop Infrastructure initiatives and underlying technology
• Ability to build effective relationships at all levels of the customer organization and maintain a high level of customer satisfaction
• Strong organization, written, and verbal communication skills

The following skills and experiences are a plus: 

• Professional certifications in technologies from companies like Microsoft, VMware and Citrix such as MCP, MCSE, VCP, CCA or CCEA
• Working knowledge of networking and Terminal Server technology
• Familiarity with engineering best practices including coding standards, code reviews, source control management, build processes, testing, and operations

Additional Details

• Location: Remote; candidates must be based in Ontario

#LI-Remote #LI-LP1

Lakeside Software is committed to pursuing a diverse and talented team and offering an inclusive environment for all employees and candidates. As we expand our DE&I reach, we are particularly interested in receiving candidate applications from a broad spectrum of individuals, including women, historically marginalized groups, individuals with disabilities, members of the LGBTQIA+ community, veterans, and any other legally protected group. Lakeside is dedicated to providing equal access and opportunity, as well as reasonable accommodation, for individuals with disabilities in employment, its services, activities, and programs. Lakeside is an Equal Opportunity Employer and does not make hiring or employment decisions on any basis protected by applicable local, state, or federal laws or prohibited by Company policy. If reasonable accommodation is needed to participate in the job application or interview process, to perform required job functions, or to receive other benefits and privileges of employment, please contact accomodations@lakesidesoftware.com.

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