Sr. Customer Success Engineer

Job ID


Sr. Customer Success Engineer - NY Area


Syncplicity is an enterprise-grade file sync-and-share solution that is redefining file access for the modern and mobile workforce. We enable users to access all their files on all their devices, online or offline, with no hassles. With a rich experience and secure access using mobile, web, and desktop, our customers can easily collaborate globally, while their IT departments can maintain the security and control they require.


Axway’s Syncplicity Customer Success Engineer (CSE) is a senior technical member of the customer success team with a strong pre-sales focus.  With a mission of driving end-user deployment, adoption and engagement, the Customer Success team is maniacally focused on enabling the customer’s IT Department to be the hero, while rolling out Syncplicity to the enterprise.  Your role as Customer Success Engineer is to assist our sales team in evangelizing the Syncplicity solution and in demonstrating how our well-defined use cases can meet the customer’s organizational needs. You will deliver compelling architecture, security, and product presentations and demonstrations as well as closely managing POCs (Proof Of Concepts) for prospects. The CSE may also drive post-sales deployments in conjunction with the post-sales team while discovering new opportunities for the solution. The Syncplicity CSE boasts a robust background in Enterprise Software or IT, is comfortable working at multiple levels of the technology stack, enjoys a hands-on work environment, and has demonstrated prior success in a sales engineering (SE), solution architecture (SA), or a customer success (CSM) role.



  • Integral participant in the sales cycle, will be joined at the hip with sales managers to formulate account strategies and win deals.
  • Builds and provides effective presentations and demonstrations to prospects, customers and partners, at both technical and executive levels.
  • Manages Proof of Concept (POC) deployments with prospects, balancing POC processes while adapting to each individual prospect situation
  • Helps to define, document, and manage to satisfaction the prospect’s success criteria within predetermined timelines.
  • Engages with customer’s IT team to implement Syncplicity deployment in a production environment.
  • Maintains long term relationships with strategic customers to drive ongoing expansions.
  • Promotes long term customer success by leveraging best practices to drive end-user adoption and engagement.
  • Becomes an industry SME (Subject Matter Expert) including developing competitive knowledge that can be leveraged in sales situations.
  • Provides solution knowledge, deep technical guidance and support. Leverages product expertise and industry best practices.
  • Develops solution or technical expertise areas of specialization in addition to maintaining broad solution and industry skills. 
  • Travel within assigned territory


  • 7 or more years in a pre-sales customer facing role, possesses “sales DNA”
  • 7 or more years in a technical role (preferably Enterprise software, SaaS, Enterprise File Sync and Share (EFSS), or file transfer solutions).
  • Experience with diverse sets of Enterprise IT systems and software.
  • Required skill sets: Excellent communication skills (phone, email, video, IM, etc), Linux, able to use Vi or similar editor, Networking, TLS/SSL, Firewalls, load balancers, Network Attached Storage (NAS/NFS/S3), Single Sign On (SSO/SAML), Web Services/REST APIs, able to trouble shoot technical issues, Enterprise infrastructure, Enterprise security.
  • Desirable skill sets: EFSS, Windows Server, Cloud knowledge (AWS, Azure, etc), Mobile Device Management (MDM), Programing or Scripting knowledge, encryption (openssl, pgp, etc) solutions, Active Directory/LDAP, DLP knowledge, CIFS/SMB, web presentation solutions (WebEx, GoToMeeting, etc), self management.
  • Customer demonstration and presentation experience.
  • Experience completing RFP’s and RFI’s.
  • Technical writing and documentation.

Education Requirements


  • BS or MS in Business, Engineering, Computer Science or related technical field.


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