Customer Success Engineer — CDN & WAF
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Job Summary
Job Summary
Vergecloud is seeking a Customer Success Engineer to own the technical success of customer deployments across our CDN and WAF platform. This role combines customer-facing technical support solution troubleshooting and proactive account health monitoring to ensure customers achieve strong performance security and reliability outcomes.
Key Responsibilities
Support customers in integrating domains with Vergecloud CDN and WAF services
Troubleshoot and resolve issues related to: Performance Availability Caching TLS/SSL DNS and Security events and attack mitigation
Act as a technical point of contact for customers during incidents and escalations
Monitor customer traffic patterns and security events to identify sudden traffic spikes or drops abnormal request patterns potential misconfigurations and suspicious or malicious activity
Provide clear technical communication to customers throughout troubleshooting and incident handling
Conduct regular customer touchpoints and cadence meetings
Prepare and deliver monthly security reviews
Execute Quarterly Business Reviews (QBRs) with customers
Recommend configuration improvements security optimizations and best practices
Work closely with internal teams including Product Engineering Support and Sales to improve customer outcomes
30/60/90-Day Success Plan
First 30 Days
Learn Vergecloud products architecture and operational workflows
Understand customer traffic behavior and key security event types
Join customer touchpoints and observe cadence meetings
Shadow troubleshooting and incident response processes
Build familiarity with standard domain onboarding and integration steps
60 Days
Independently support customer issues and troubleshooting
Review daily customer traffic patterns and identify abnormal spikes or dips
Lead weekly customer touchpoints with guidance as needed
Start participating in monthly security reviews with recommendations
Contribute to incident communication and resolution coordination
90 Days
Own customer technical relationships for assigned accounts
Lead QBR preparation and execution for customers
Provide proactive insights on traffic performance and security posture
Recommend optimizations based on observed customer patterns
Demonstrate consistent technical ownership and strong customer communication
Key Performance Indicators
Customer satisfaction and responsiveness
Reduction in unresolved technical issues
Quality and timeliness of incident communication
Accuracy of traffic and security analysis
Successful domain onboarding and configuration support
Completion of monthly reviews and QBRs
Proactive identification of customer risks and improvement opportunities
Requirements
Required Skills and Qualifications
Strong understanding of CDN concepts including caching edge delivery origin behavior and traffic optimization
Strong understanding of web security and WAF concepts
Good working knowledge of TCP/IP HTTP/HTTPS and DNS
Experience integrating customer domains with CDN/WAF platforms
Ability to troubleshoot technical issues methodically and communicate findings clearly
Customer-facing experience with strong written and verbal communication skills
Ability to manage incidents with professionalism urgency and empathy
Comfortable working in a fast-paced environment with multiple customers and priorities
Preferred Qualifications
Experience in a Customer Success Engineer Technical Account Manager Support Engineer or similar role
Familiarity with SSL/TLS certificates HTTP headers caching rules and cache invalidation Bot/DDoS and threat mitigation concepts and log analysis and traffic analysis
Experience with enterprise or SaaS customer environments
Ability to work cross-functionally and influence outcomes without direct authority
Required Skills:
Strong understanding of CDN concepts including caching edge delivery origin behavior and traffic optimization Strong understanding of web security and WAF concepts Good working knowledge of TCP/IP HTTP/HTTPS and DNS Experience integrating customer domains with CDN/WAF platforms Ability to troubleshoot technical issues methodically and communicate findings clearly Customer-facing experience with strong written and verbal communication skills Ability to manage incidents with professionalism urgency and empathy Comfortable working in a fast-paced environment with multiple customers and priorities
Required Education:
Experience in a Customer Success Engineer Technical Account Manager Support Engineer or similar roleFamiliarity with SSL/TLS certificates HTTP headers caching rules and cache invalidation Bot/DDoS and threat mitigation concepts and log analysis and traffic analysisExperience with enterprise or SaaS customer environmentsAbility to work cross-functionally and influence outcomes without direct authority
