Senior Customer Success Engineer

This is a dynamic and challenging role as a Senior Customer Success Engineer within a government sector.

The primary focus will be on building and maintaining trusted relationships with strategic, complex, and high-value federal and state government customers.

The ideal candidate will act as a trusted technical advisor ensuring secure, compliant, and value-driven deployment, adoption, and expansion of our solutions to align with agency missions and operational objectives.

A key aspect of this role will be working directly with national priorities by enhancing system performance, resilience, and security posture while collaborating with account teams to drive retention, renewals, and growth.

Key Responsibilities:

• Establish and maintain strong partnerships with Australian Government agencies serving as a strategic technical advisor to maximize the secure and compliant use of our solutions.
• Ensure all engagements adhere to Australian Government security, privacy, and data-handling requirements.
• Collaborate with account teams to define secure technical roadmaps that support agency digital transformation, retention, and expansion.
• Facilitate communication between customers and our Support, Product Management, and R&D teams to ensure timely resolution of security-sensitive issues and capture feedback for product enhancements.
• Conduct secure, government-compliant technical demos, training, and consulting sessions to drive adoption, uncover new use cases, and accelerate secure solution deployment.
• Provide technical mentorship to other CSEs on working within the government security context.
• Represent customer needs and challenges in Monthly and Quarterly Business Reviews advocating for outcomes aligned with agency goals.
• Maintain deep knowledge of customer environments, architectures, and operational requirements ensuring timely and compliant issue resolution.
• Contribute to the creation of security-conscious best practice documentation and success plans.

Core Expectations:

• Uphold our company's Core Values while meeting the specific demands of working in secure Australian Government environments.
• Demonstrate strategic thinking, technical expertise, and a customer-first mindset with an emphasis on security and compliance.
• Communicate effectively with senior government stakeholders including CIOs, CTOs, and Agency Executives.
• Provide insights and recommendations to enhance adoption and secure utilization of our solutions within mission-critical environments.

Security Clearance:

Applicants must hold or be eligible to obtain at minimum a Baseline Security Clearance under the Australian Government Security Vetting Agency framework. Existing clearance is highly desirable.

Education & Experience:

• Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience.
• 4+ years of experience working with large enterprise customers including executive-level stakeholders.
• Demonstrated expertise in thought leadership, mentorship, and delivering exceptional customer outcomes.

Skills & Qualifications:

• Baseline Security Clearance (minimum) required; NV1/NV2 clearance highly regarded.
• Exceptional written and verbal communication skills in English.
• Strong organisational, prioritisation, and problem-solving skills.
• Subject Matter Expertise in Dynatrace or similar observability solutions.
• Two or more industry certifications AWS, Azure, Kubernetes are desirable.
• Strong technical knowledge in cloud technologies web and application servers server-side technologies DevOps tools CMDB/ITSM platforms.
• Proven ability to deliver in high-security environments balancing innovation with compliance.

• Work with the largest cloud providers and other leading partners worldwide.
• Be part of a culture of excellence with competitive compensation packages designed to recognize and reward performance.
• Deliver software faster and more securely using our cutting-edge technologies including Davis hypermodal AI.
• Enable flawless digital experiences for over 50% of the Fortune 100 companies who are current customers of ours.