Customer Success Engineer ( IT Industry)

Job Title: Lead Customer Success EngineerJob Summary:We are seeking a highly motivated Lead Customer Success Engineer to oversee the resolution of client issues, ensure SLA compliance, and manage the technical support process across multiple levels (L1–L3). The ideal candidate will be responsible for coordinating ticket distribution, troubleshooting system issues, extracting client reports, and ensuring system performance and reliability.Key Responsibilities:Receive and review support tickets from the L1 team and assign them to the appropriate L2 engineers.Track resolution progress and ensure adherence to SLA timelines.Investigate issues from both technical and business perspectives.Coordinate escalation of critical issues to the L3 team and follow up on hotfixes and new releases.Run and monitor scheduled maintenance tools and processes.Extract and deliver system health reports and generate custom client reports using database queries.Troubleshoot complex system issues using logs, error files, and root cause analysis techniques.Validate application functionalities and ensure alignment with business requirements.Assess system performance and security requirements.Monitor infrastructure components including servers, cloud services, and subscriptions.Requirements:Proven experience in technical support, system troubleshooting, or customer success engineering.Strong understanding of ticketing systems, support workflows, and SLA management.Experience with log analysis, database querying (SQL), and system monitoring tools.Familiarity with cloud services and server monitoring.Excellent problem-solving and communication skills.Ability to manage and prioritize tasks in a fast-paced environment.