Customer Success Engineer

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Success Engineer based in Brazil.

In this role, you will serve as a key technical partner for customers and channel partners across the Brazilian market, helping them successfully adopt and maximize the value of advanced AI-powered video analytics solutions. Combining technical presales, solution engineering, deployment support, and customer success, you will guide projects from initial discovery and proof of concept through implementation, adoption, and renewal. You will work closely with integrators, consultants, distributors, and end customers to design scalable and reliable solutions tailored to their needs. As part of an international Customer Success Engineering team, you will collaborate with colleagues across multiple regions, supporting complex technical opportunities and customer challenges. You will also empower partners through technical training, documentation, and deployment guidance while coordinating escalations and ensuring customer satisfaction. This is an exciting opportunity to contribute to the growth of AI-driven security technology in a dynamic, international, and fast-moving environment.

Accountabilities

• Collaborate closely with the Sales organization to support a defined portfolio of system integrators, consultants, distributors, end customers, and technology partners across Brazil.
• Act as the primary technical resource for educating partners and strengthening their understanding of video analytics solutions, integrations, and deployment practices.
• Deliver technical presentations, product demonstrations, end-to-end proofs of concept (PoCs), and technical proposals for requests for quotation (RFQs) and competitive bids.
• Assess customer requirements and recommend scalable, secure, reliable, and supportable video analytics architectures.
• Support technical presales activities and contribute to winning new business opportunities, securing renewals, and identifying expansion opportunities.
• Enable channel partners through technical training, documentation, reference architectures, and practical deployment guidance.
• Promote partner independence and self-sufficiency while providing hands-on assistance for complex technical opportunities and customer challenges.
• Coordinate Tier 1 technical support cases and manage high-priority escalations, ensuring appropriate follow-up, resolution, or documented handover.
• Build and maintain trusted technical relationships with channel partners and end customers throughout onboarding, implementation, adoption, renewal, and expansion.
• Understand customer business objectives, technical requirements, success criteria, operational risks, and evolving needs.
• Develop and maintain customer success plans and regularly review customer health, solution adoption, and expected outcomes.
• Act as the technical advocate for customers, coordinating internal resources across Sales, Product, Engineering, and Research & Development.
• Support video analytics deployments, troubleshooting, and infrastructure optimization across customer environments.
• Maintain accurate reporting, technical documentation, risk assessments, and follow-up activities within internal systems.
• Use AI-powered tools to improve daily productivity, including opportunity qualification, bid preparation, technical documentation, troubleshooting, research, automation, and scripting.

Requirements

• Ideally 5+ years of professional experience in video analytics, video surveillance, Video Management Systems (VMS), or a related technical field.
• Previous experience in customer success engineering, solutions engineering, technical presales, deployment, implementation, or technical support.
• Strong understanding of VMS integrations and the infrastructure required for video analytics solutions, including cloud environments, networks, servers, storage systems, and camera infrastructure.
• Hands-on experience deploying and supporting applications on CNCF-conformant Kubernetes environments.
• Administration-level Linux expertise, preferably with Ubuntu 22.04 and/or RHEL 7.9, including filesystems, command-line administration, user permissions, sudo, and networking.
• Strong knowledge of hardware architecture and infrastructure sizing for video analytics deployments, including CPU and memory requirements, GPU selection, capacity planning, video decoding, and AI processing workloads.
• Understanding of storage performance, video retention calculations, RAID configurations, redundancy, and network throughput requirements.
• Experience with Kubernetes management, logging, and monitoring tools such as Rancher, KubeSphere, Elasticsearch, and Kibana.
• Proven ability to troubleshoot complex technical issues and coordinate customer and partner support activities.
• Strong presentation and communication skills, with the ability to explain complex technical