Customer Success Engineer

Why Join HYCU

HYCU is the fastest-growing leader inthe multi-cloud data protection as a service industry. By bringing true SaaS-based data backup and recovery to both on-premises and cloud-native environments the company provides unparalleled data protection migration disasterrecoveryand ransomware protection to thousands of companies worldwide. As an award-winning and recognized visionary in the industry HYCU solutionseliminatecomplexityriskand thehigh costof legacy- basedsolutions providing data protection simplicity to make the world safer. With an industry- leadingNPS score of 91 customers experience frictionless cost-effective data protection anywhere everywhere. HYCU has raised $140M in VC funding to date and is based in Boston Mass. Learn more at.

Overview

As aCustomer Success Engineer(CSE) you willbe responsible forprotecting and growing our SaaS and enterprise cloud customers. You will help Public Cloud and Enterprise administrators dramatically simplify and streamline their entire data protection stack.Identifyingsolutions to make implementation smooth and efficient as well as sharing best practices that ease adoption and increase the effectiveness of our platform are all a part of a typical day for our CSEs.

Thesuccessful candidate enjoys helping customers overcome challenges and achieve their business outcomes. You must be able to cover Central-West time zones. You must be able to think critically to solve difficult technical problems and provide solutions that may not be apparent. The CSE mustpossessa deep understanding of multi-clouds and data protection and be able to communicate clearly and effectively.

Location: *This role will cover Central & West regions

• Chicago IL(Hybrid; 3 days onsite/2 days remote)
• Boston MA (Hybrid; 3 days onsite/2 days remote)

WhatYoullDo:

• Be a customer advocate: foster trust transparency and confidence with customers

• Build coalition support (IT and business) with customers

• Demonstrate a clear detailed understanding of the customers technology and business challenges and goals

• Value creator:Identifyand articulate HYCU value through demonstrations of customer centricity and examples and help build case studies with these outcomes

• Consumption: Analyze what customers are using versus needs while driving greater consumption of HYCU solution and increase customer value

• Technical acumen: Apply customer needs technical knowledge product knowledge and deliver best technical value/architecture and successful deployments

• Leverage social phone digital chat to effectively reach and engage customers

• Learning ability:Maintaintechnical skills and knowledge per market trends and collaborate with technical community

• Make sure customer needs are met with constant and close collaboration with product management engineering and account management teams

• Help drive product adoption promote customer loyalty and on-time renewal

• Measure customer knowledge on cloud/data protection/SaaS and help deliver enablement through partners

• Meet and exceed target for GRR and net recurring revenue by creating opportunities with customers through trusted advisor/advocacy

• Be a Subject Matter Expert (SME) on HYCU products (enterprise and public cloud solutions)

• Focus on the following KPIs: ensuring the customer isleveragingthe solution they invested in

WhatWereLooking For:

• Bachelors Degree in Computer Scienceor Equivalent with 5 years in technical architecture consulting/engagement implementation and design or technical support

• 4 years of successful experience in SaaS/IT infrastructure/data protection in enterprise and public cloud preferably with medium-large customers

• Public cloud certifications are a plus (Azure/AWS/GCP)

• Prior experience in solution architecture and/or solution design or strategic consulting

• In-depth knowledge of Hybrid Cloud environment with IaaS and SaaS environment Knowledge of at least one or more public clouds

• Be customer obsessed and be the voice of customer through customer advocacy and work with internal teams to remove any blockers

• Clear and effective communicator. Able to quickly grasp and explain technological and business concepts

• Creative problem-solver and strategic thinker

• Ability to work cross-functionally and converse with all levels of management
• Possess a growth mindset has a positive outlook determined to make the customer a successful one
  

ItsGreat if You Have:

• B2B SaaS experience

• Experience within data protection cloud-native security data storage industries

• Drive to build with fast-growing SaaS company

Attributes of a SuccessfulHYCUer:

• Strategic thinker whothinks outside the box

• Takes responsibility and ownership for driving successful outcomes

• Team collaborator who can inspire and motivate others

• Hands-on and builders mentality with an entrepreneurial mindset

• Intellectual curiosity always open for continuous learning

• Results-driven with a winning attitude

Who We Are:

Our Core Values:AuthenticityGritandEmpathyare at the heart of everything we do at HYCU. All of us at HYCU take ownership in shaping and contributing to our pride ourselves in developing an inclusive and diverse company that supports ouremployees and customers to do extraordinary things.

The following is how we approach each Core Value:

• Authenticity To be authentic means to be who we are and do it well. Focus your energy on being who YOU are. Be true to yourself. Authenticity also extends to our products. Understanding where we are truly the best fit for our customers and when we are not. And finally authenticity in relationships: ensuring that we are honest and do what we sayweregoing to do.

• Grit Towinwe need to want it. Every team member needs to be able to jump in and help at every turn. Whetheritsstaying late to help a colleague or customer orfindinga better process and making sureitscommunicated cross-functionally. You justhave todo it and love itand never stop trying.

• Empathy We need to care about each other about our clients about our business and about the world around us. That might seem like a tall order but if wedontlive in a constant state of empathy if wedontstrive to truly put ourselves in another persons shoes we cannot truly serve the market.

We are at our best when we stay true to our Core Values.
Simon Taylor CEO

What We Offer:

Come work for one of CRNs Cloud 100 Companies for 2026. At HYCUyoullhave the opportunity to build your career with a Visionary B2B SaaS company fromGartners Magic Quadrant for Enterprise BackUp. HYCU provides an excellent benefits package including Medical Dental Vision Life Insurance 401K match generous time off and more. We offer career development programs and an inclusive global culture. All our employeesparticipatein our equity program.

Pay Transparency

Theanticipatedcash compensation range for this position is$125000 - $160000annually. The cash compensation package includes base salary on-target commission for employees in eligible roles and annual bonus targets under HYCUs bonus plan for eligible addition to cash compensation all roles are eligible toparticipatein HYCUs equity plan and benefits program. Individual compensation packages aredeterminedby a combination of factors unique to each candidate including location level relevant experience and skills. The range displayed on each job posting reflects the minimum andmaximumtarget for the position across all US locations.Actual compensation may deviate from this range based on experienceskillsand qualifications.

Equal Opportunity Employer

HYCU is an equal opportunity employer and is committed to providing a workplace free from discrimination and harassment. We do not discriminate on the basis of race color religion religious creed national origin ancestry sex pregnancy childbirth or related medical conditions sexual orientation gender identity or expression age disability genetic information marital status military or veteran status citizenship status or any other characteristic protected by applicable federal state or local laws.

Required Experience:

Manager