Customer Success Engineer - Infrastructure Delivery Automation

Introduction

Your Role And Responsibilities

• As a Customer Success Engineer, you will design viable client solutions by leveraging current product capabilities and remove technical inhibitors to sales opportunities.
• You will work with clients to drive adoption and expansion of IBM products to accelerate client value.
• Your primary responsibilities will include:
• Deliver Technical Proof Points: Create and deliver technical proof points through technical accelerators, such as demonstrations, POTs, POCs, Workshops, Solution Design, and MVPs, to demonstrate the value of IBM products to clients.
• Drive Customer Value: Activate entitlements by finding sponsors, conducting use-case workshops, and establishing measurable business outcomes with client sponsors and stakeholders.
• Develop Success Plans: Create a success plan that describes deployment roadmap(s), milestones, and outcomes with client sponsors and stakeholders to ensure successful adoption and expansion of IBM products.
• Understand Client Challenges: Deeply understand clients' main challenges and become a trusted guide for their modernization and adoption of IBM's technology portfolio.

Required Technical And Professional Expertise

• Technical Solution Design: Exposure to designing viable client solutions by leveraging current product capabilities, removing technical inhibitors to sales opportunities, and creating technical proof points.
• Product Demonstration: Experience working with technical accelerators, such as demonstrations, POTs, POCs, Workshops, Solution Design, and MVPs, to demonstrate the value of products to clients.
• Client Engagement: Exposure to working with clients to drive adoption and expansion of products, including activating entitlements, conducting use-case workshops, and establishing measurable business outcomes.
• Technical Portfolio Knowledge: Experience working with a technology portfolio, including understanding client challenges and identifying opportunities for modernization and adoption.
• Solution Development: Exposure to creating success plans, including deployment roadmaps, milestones, and outcomes, to ensure successful adoption and expansion of products.

Preferred Technical And Professional Experience

• Product Acceleration Knowledge: Exposure to designing and delivering technical accelerators, such as demonstrations, POTs, POCs, Workshops, Solution Design, and MVPs, to demonstrate the value of products to clients.
• Technical Solution Optimization: Experience working with clients to optimize technical solutions, including activating entitlements, conducting use-case workshops, and establishing measurable business outcomes.
• Technology Portfolio Familiarity: Exposure to working with a technology portfolio, including understanding client challenges and identifying opportunities for modernization and adoption.
• Experience in as many as possible of the below domains:
• Identity & Access Management: Experience with identity architectures and protocols including LDAP; Active Directory; SAML; OAuth2; OpenID Connect; SCIM; role based access control and attribute based access control; multi factor authentication; privileged access management; certificate lifecycle and PKI integration.
• Secrets and Key Management: practical implementation of secrets management and encryption using HashiCorp Vault; automated secret provisioning and rotation; integration of Vault with CI/CD pipelines and cloud provider KMS.
• HashiCorp Ecosystem: Operational experience with Terraform for infrastructure as code; state management and remote backends; module design and provider development; Consul for service discovery and service mesh patterns; Nomad or equivalent workload schedulers.
• Infrastructure Delivery Automation: Design and delivery of automated infrastructure pipelines using Terraform; GitOps workflows; CI/CD tooling such as Jenkins, GitLab CI, or GitHub Actions; pipeline testing, promotion and rollback strategies; blueprints and MVPs for rapid customer onboarding.
• Container and Orchestration Platforms: Deployment and automation experience with Kubernetes; Helm charts; OpenShift; container image lifecycle management; integration of identity and secrets into containerized workloads.
• Network Management and Automation: Strong knowledge of TCP IP fundamentals; routing and switching concepts including BGP and OSPF; VLANs and overlay networks; load balancing and VPN technologies; network automation using Ansible.
• Hybrid and Multi Cloud Operations: Experience across on premise, private cloud and public cloud environments including AWS, Azure and Google Cloud; cloud native service integration and hybrid connectivity patterns.
• APIs, Integration and Scripting: Experience in building and consuming REST APIs; automation using Python, Bash or PowerShell; configuration expressed in JSON and YAML; experience with SDKs and provider plugins.
• Security, Compliance and Standards: Knowledge of Zero Trust principles; security hardening and vulnerability remediation; familiarity with NIST frameworks; CIS benchmarks; ISO 27001 and common regulatory controls relevant to identity and network management.
• Certifications and Domain Experience: Relevant certifications such as cloud provider certifications; network or security certifications such as CCNP or CISSP are desirable; track record delivering enterprise scale identity, network and infrastructure automation projects.