Customer Success Engineer - Analytics (Active TS/SCI with poly required)

Qlik - Annapolis, MD

Full-time - Mid Level

Annapolis, MD

10,001+ employees

Administrative and Support Services

About the position

As a Customer Success Engineer at Qlik, you will play a pivotal role in ensuring our customers achieve their analytics goals and outcomes. This position requires an active TS/SCI clearance with polygraph, reflecting the sensitive nature of the data and the importance of security in our operations. Your primary responsibility will be to foster a strong technical relationship with customers, acting as their trusted advisor. You will be responsible for creating and executing technical plans that guide customers through their analytics journey, helping them to overcome obstacles and fully adopt our software solutions. In this role, you will conduct periodic reviews of customer operations and platform health, providing recommendations for performance improvements and stability enhancements. You will support customers in designing, implementing, troubleshooting, and optimizing Qlik platforms across various environments, including local, cloud, and hybrid setups. Additionally, you will run technical workshops, advise on best practices for analytic application development, and monitor high-severity support cases to ensure timely resolutions. Your proactive approach will help identify service improvement opportunities and maintain awareness of customer sentiment regarding renewal or license risks. Collaboration is key in this role, as you will work closely with internal teams at Qlik to ensure successful customer deployments and account growth. You will advocate for adherence to Qlik's best practices and standards, ensuring that our customers receive the highest level of service and support. This position is not just about technical expertise; it also requires excellent communication skills to convey complex information to both technical and non-technical audiences, fostering strong relationships with clients and ensuring their satisfaction with our services.

Responsibilities

• Own the technical customer relationship to remove roadblocks and ensure successful software adoption.
• Conduct periodic reviews of customer operations and platform health to recommend improvements.
• Support and advise customers in designing, implementing, troubleshooting, and optimizing Qlik platforms.
• Run customer technical workshops to enhance understanding and usage of Qlik products.
• Advise on analytic application development best practices to ensure effective use of the platform.
• Review and monitor high severity support cases to drive resolution and identify service improvement opportunities.
• Maintain awareness of customer sentiment regarding renewal or license risks.
• Collaborate with internal teams to ensure successful customer deployments and account growth.
• Advocate for adherence to Qlik's best practices and standards.

Requirements

• Active TS/SCI with poly required.
• Minimum of 5 years of experience managing enterprise infrastructure solutions such as server, storage, network infrastructure, or analytics.
• Bachelor's degree in Computer Science or related technical field, or equivalent industry experience.
• Prior experience in technical account management, sales engineering, technical support, or other customer-facing technical roles.
• Knowledge of Qlik architecture or other data analytics applications (e.g., Tableau, Power BI).
• Ability to design and deploy complex solutions on-premise and in the cloud.
• Experience working in Windows and Linux environments.
• Experience with deploying and managing applications in cloud environments (AWS, Azure, or Google Cloud).
• Understanding of data modeling and ETL processes.
• Familiarity with enterprise platform topics like High Availability, Disaster Recovery, Load Balancing, and Storage.
• Understanding of application layer protocols such as HTTP/S, TCP/IP, UDP, and Web sockets.
• Experience with SSO-related software such as ADFS, SiteMinder, OpenSSO, Auth0, Okta, or other SAML/OIDC providers.
• Knowledge of networking, firewall, and security concepts.
• Familiarity with Machine Learning and AI concepts.
• Excellent presentation and communication skills for both technical and non-technical audiences.
• Strong client-facing consultative skills with the ability to empathize with customers and build relationships.

Benefits

• Genuine career progression pathways and mentoring programs.
• Culture of innovation, technology, collaboration, and openness.
• Flexible, diverse, and international work environment.
• Encouragement of participation in Corporate Responsibility Employee Programs.
• Extra “change the world” day plus another for personal development.