Customer Success Engineer

Description:

As a OneArc Customer Success Engineer, you will ensure customers achieve success with OneArc technologies by providing direct subject matter expertise that aligns with their operational and training simulation goals.

Bridging the gap between customer success and engineering, you will work closely with customers to develop workflows, craft prototypes, and build new solutions utilizing OneArc and third-party tools. You will support the creation of these solutions, guiding them from initial development through to delivery and deployment. Post-deployment, you will ensure the customer successfully adopts and utilizes their solution by providing training and guidance, while actively collecting user feedback and performance metrics.

The Customer Success Engineer supports their assigned accounts collaboratively, acting as the vital link between the customer and internal teams. By gathering and verifying requirements, investigating bugs, communicating use cases, and understanding product capabilities, you will fiercely advocate for our users' needs to Program Management and Product Development.

This is a mid-level position; the successful candidate will be paired with more experienced Customer Success Engineers on moderately complex engineering tasks. The candidate should demonstrate some, if not all, of the Key Areas of Responsibility, Objectives, Skills, Education and Experience, and Additional Attributes to a proficient standard.

Key Areas of Responsibility:

• Customer Advocacy: Understand and champion the customer's operational and training simulation use cases and objectives.
• Delivery Execution: Collaborate with OneArc account teams and stakeholders to successfully deliver on contractual requirements, customer-driven projects, and demonstrations. This includes preparing and executing formal acceptance events.
• Demonstrations: Perform product demonstrations and reviews, seamlessly incorporating input and approvals from Account Leads and Product Managers.
• Integration Solutions: Partner with internal stakeholders and external customers to resolve integration challenges between OneArc’s products and third-party or bespoke equipment.
• On-Site Support: Deploy temporarily to customer facilities to provide hands-on support, including travel to remote sites both within the United States and abroad.
• End-User Training: Train end-users on OneArc software functionality, effectively demonstrating product and industry best practices.
• Technical Troubleshooting: Diagnose and debug technical issues, ensuring accurate tracking and documentation within Jira.
• Requirements Management: Support the Project Manager in identifying and clarifying customer requirements, working closely with the development team to translate them into actionable backlog items.
• Quality Assurance: Verify and validate project requirements, assisting the QA team in developing Acceptance Test Procedures (ATP) to demonstrate compliance with project specifications and customer use cases.
• Event Representation: Support and represent OneArc at industry exhibitions and trade shows.

Objectives:

• Technical Subject Matter Expertise: Master OneArc products to serve as a definitive technical authority for our customers.
• Team Collaboration: Actively contribute to a dedicated account team focused on customer success. Support the Account Lead and collaborate closely with the Customer Solutions Engineer and Revenue Operations Representative to achieve both customer and business objectives.
• Ensure Customer Success: Build and maintain strong customer relationships, both remotely and in person. Guide customers to effective problem resolutions by utilizing our technology or mobilizing internal resources.

Skills:

• Military Domain Knowledge: Basic understanding of military ground force Tactics, Techniques, and Procedures (TTPs).
• Technical Proficiency: "Power user" knowledge of the Windows Operating System, including basic scripting capabilities (e.g., the ability to write .bat files).
• Simulation Experience: Hands-on experience with military simulations, Live, Virtual, or Constructive (LVC) and/or military simulation gaming.
• Communication & Presentations: Excellent overall communication skills, complemented by demonstrated public speaking and product presentation abilities.
• Organization & Time Management: Highly organized with a proven ability to manage time, tasks, and competing priorities effectively.

Education and Experience:

• Education: Associate’s degree or equivalent practical work experience
• Simulation Knowledge: Demonstrated understanding of military simulations, including Live, Virtual, Constructive (LVC), or military gaming environments.
• Game Development: Practical experience with game design or development in any capacity.
• Issue Tracking: Hands-on experience utilizing issue-tracking software for formal bug reporting and management (e.g., Jira).
• Clearance Requirement: Must currently possess, or be eligible to obtain and maintain, an active US Secret security clearance (or higher).

Preferred Qualifications

• Background: Prior US Military service or Federal Civilian experience is highly preferred.

Additional Attributes:

• Collaborative & Personable: An excellent communicator and natural team player who builds strong, positive relationships with both customers and internal colleagues.
• Agile & Adaptable: A quick thinker who thrives in a fast-paced, dynamic environment, easily adapting to shifting priorities and on-the-spot troubleshooting.
• Driven & Diligent: Demonstrates a strong passion for technology and customer success, coupled with a proactive and dedicated work ethic.
• Detail & Process-Oriented: Exhibits meticulous attention to detail with a strong commitment and ability to thoroughly document workflows, technical issues, and solutions.

Travel:

• International and domestic travel will be required for this position
• Must currently possess a valid US Passport or be eligible to obtain one without restrictions